Refund policy
Refund & Returns Policy
At Ninon & Co. we do our best to make our product descriptions as accurate and detailed as possible, so that there are no surprises when your parcel arrives. We want every customer to know exactly what she is ordering. This policy sets out how cancellations, returns and refunds work. It does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Cancelling or changing an order before dispatch
Most orders are processed within 12 hours. If you wish to cancel or change your order, email us as soon as possible at contact@ninonandco.com with "Cancel my order" in the subject line, your full name and your order number. We will do our best, provided the order has not yet been processed by our warehouse. Once an order has been processed or dispatched, it can no longer be cancelled — but you may return it as described below.
2. Your 14-day right to cancel (change of mind)
As a consumer you have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate, other than the carrier) receive the goods. To exercise this right, tell us clearly by email at contact@ninonandco.com before the 14 days end. You may use our cancellation form, but you do not have to. You then have a further 14 days from the day you tell us to send the goods back.
Condition of returned goods. Items must be unworn, unwashed and in their original packaging with all labels attached. You may examine the goods as you would in a shop, but if you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect the loss in value. For hygiene reasons, items that have been worn cannot be returned; sealed items that have been unsealed after delivery are excluded from the right to cancel, as permitted by law.
Non-returnable items: gift cards and digital products.
3. Where to send returns and who pays
Returned goods must be sent to our international fulfilment warehouse in China. The exact address will be given to you by our customer service team when you request a return — please do not send anything to our correspondence address in the United States, as it cannot receive parcels. You bear the cost of returning the goods. Because the warehouse is outside the United Kingdom, return postage may be higher than usual (typically £25 to £50 depending on the carrier and the weight of the parcel). We strongly recommend a tracked service: goods remain your responsibility until they reach us, and without tracking we cannot open an enquiry with the carrier or refund a parcel that never arrives.
4. Refunds
Once we receive and inspect the returned goods we will email you to confirm receipt and let you know whether your refund has been approved. Approved refunds are made to your original payment method within 14 days of the day we receive the goods back (or, if earlier, of the day you provide proof of having sent them). Your bank or card issuer may take a further 7 to 14 working days to show the credit. Original delivery charges (if any) are refunded only when you cancel the whole order; the cost of return postage is not refunded. Items bought at a discounted price are refunded at the price actually paid.
5. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. If your item is faulty, damaged on arrival or not what you ordered, contact us at contact@ninonandco.com with your order number and photographs. In that case return postage is at our expense, and you may choose a replacement or a full refund. You have 30 days from delivery to reject faulty goods for a full refund; after that, you are entitled to a repair or replacement, or a refund if that is not possible.
6. Exchanges
We exchange items only when they are faulty or damaged. If you would like a different size or colour, please return the item under section 2 and place a new order.
7. Late or missing refunds
If you have not received a refund you were expecting, first check your bank account, then contact your card issuer — it can take some time before a refund is posted. If you have done this and still have not received it, email us at contact@ninonandco.com.
8. Contact
Maison Ninon LLC, trading as Ninon & Co. — contact@ninonandco.com