退款政策

DATE OF LAST UPDATE: JULY 13TH, 2020 

Shipping

All customers within Australia will receive free shipping on orders over $75. Products will be shipped to all States and Territories and can be expected to arrive within 2-7 days after the order is processed. Orders are processed within 1 business day of order being placed. Confirmation email will be sent 1 business day after order placed with tracking number.

International customers will be charged Shipping dependent on their location. Cost of shipping will be added automatically into checkout once you have entered your details. Packages are expected to arrive within 10-25 business days after the order is processed. Orders will be processed 1 business day after order is placed. Confirmation email will be sent 1 business day after order placed with tracking number.

Returns 

If you are unsatisfied with the results of our product AFTER consistently using for 30 days, we will happily offer a full refund, minus a $10 shipping fee, if you have before and after photos to help us understand your concerns. 

If you have an allergic reaction, we will happily offer a full refund, minus a $10 shipping fee, if you send photos of the reaction caused. You will have 30 days from the date of delivery to return the product and request a refund.

If you would like to cancel your order once the order has been processed you will have to wait until shipment arrives and either reject the package or send back to us to receive a full refund, minus a $10 shipping fee.

Additional terms and conditions: 

Shipping and handling charges, gift wrap fees, and taxes paid (such as state, customs, or VAT) are not refundable. 

You are responsible for and must prepay all shipping charges and you assume the risk of loss or damage to the returned Product(s) while in transit back to Ninakay.com.au. 

If you return Product to Nina Kay (a) without a return authorization from Nina Kay or (b) without all parts and accessories originally included with your purchase, Nina Kay retains the right to either refuse acceptance of such return or charge you a restocking fee of 30% of the original price of the Product(s) or the retail value of the missing parts and accessories, whichever is higher. 

If the product is inspected and determined to be in good physical condition, Nina Kay retains the right to charge you a 30% restocking fee. This fee is to cover the cost of labor and repackaging a product that is found to be in good condition. 

Non-returnable items: 

Gift cards  

To complete your return, we require a receipt or proof of purchase. 

There are certain situations where only partial refunds are granted (if applicable)  
Any item not in its original condition, is damaged or missing parts for reasons not due to our error  
Any item that is returned more than 14 days after delivery 

Refunds (if applicable) 

Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.  
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@ninakay.com.au. 

Sale items (if applicable) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at enquiries@ninakay.com.au and we will provide you further instructions on where to return the item for an exchange. 

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

Still have questions about your return? Contact customer service at enquiries@ninakay.com.au