RETURN POLICY
You can return your order up to 14 days after receipt, provided it meets our return conditions. We will ensure that the purchase price is refunded to your account within five working days after we receive and process the return. Please follow the steps below for a smooth return process.
Before returning:
Please email our customer service team at support@ninasol-toronto.com to register your return request. Returns that are not pre-registered via email will not be accepted.
Easy returns in three simple steps:
Step 1: Contact us first
Email us at support@ninasol-toronto.com to notify us of your return and request the return form. We will reply with the form and the correct return address.
Step 2: Pack your return carefully
Send your product along with the completed return form to the return address provided. Be sure to pack the items securely and obtain a track & trace code from your postal service. You are responsible for the shipment and its associated cost.
Step 3: Refund processing
Once we receive and inspect your returned item, we will refund the purchase amount to your bank account within five working days. You will be notified by email when the refund has been processed.
Return Costs
The customer is always responsible for the return shipping costs, unless the product was defective or incorrect. Returns sent without prior notice will not be processed or refunded.
Received the wrong product or variant?
You don’t need to return it. Please send an email with a photo of the incorrect item and we will send the correct product free of charge.
Defective product?
Do not return the item. Instead, email us at support@ninasol-toronto.com with 1 or more clear photos showing the defect. We will arrange for a replacement or a full refund.
Return Conditions
To ensure we can process your return, please make sure:
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Items are complete and unused
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Items are in the original packaging and undamaged
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You enclose the completed return form
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The package has your order number and name on the return label
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You use a track & trace service for the return
If your return does not meet these requirements, unfortunately we cannot process it or refund the purchase price.
Processing and Notifications
You will receive an email once your return is processed and refund completed. If you have not heard from us after 30 days, please contact our customer service at support@ninalsoltoronto.com.
Important: If a returned product arrives damaged, incomplete, or without a trackable shipping label, we will not be able to accept it or issue a refund. Please ensure your return is properly packed, especially if the item is fragile.
FAQ
Where can I find the return form?
We will send it to you after you contact us by email at support@ninasol-toronto.com.
Where can I get the Track & Trace code?
From the postal or courier service you use to return the item. Keep the receipt with the code and email it to us once the return is sent.
Where is the return address?
The correct return address will be provided in the return form after you register your return via email.
Important: Do not send products to our warehouse or company address without notice. Unregistered returns will not be accepted and no refund will be issued.
Where can I find my order number?
You’ll find it in your order confirmation email and shipping notification emails. If you can’t find it, email us and we’ll help you retrieve it.