Return instructions
Order Cancellation
Consumers have the right to cancel an order placed through our online store within 14 days of receiving the products.
To exercise this right, the customer must submit a cancellation notice before the cancellation period expires. The cancellation notice should primarily be submitted through the cancellation feature on our online store. It may also be submitted in any other unambiguous manner, such as by email to our customer service.
Returned products must be sent back no later than 14 days after submitting the cancellation notice. The deadline is met when the products have been handed over to the shipping company within the specified time or delivered to a Ninja store within the specified time.
The customer may inspect the product in the same way as when shopping in a store. However, the customer is liable for any decrease in the product’s value if the product has been handled beyond what is necessary to ascertain its characteristics, nature, or functionality.
Hygiene products delivered in sealed packaging (such as earrings and piercing jewelry) are not eligible for return if the seal or packaging has been broken (Consumer Protection Act, Chapter 6, Section 16).
How do I make a return?
- First, submit a cancellation notice by logging into your customer account—even if you haven’t specifically created one—at account.ninja.fi using the same email address you used when placing your order. You can also submit a cancellation notice in another unambiguous manner, such as by emailing our customer service.
- Once we’ve received your cancellation notice, we’ll send you an automatic confirmation email.
- We will process your cancellation notice and send you return instructions via email. In Finland, returns are free of charge when made in accordance with the instructions you receive. For international orders, the customer is responsible for return shipping costs.
- Send the items to be returned according to the instructions or drop them off at a Ninja store free of charge. Be sure to submit your cancellation request before sending the items or dropping them off at the store.
- Keep the receipt or other proof of shipment so that the shipment date can be verified if necessary.
LOG IN TO YOUR CUSTOMER ACCOUNT
Return Processing Time
The time it takes for a return to arrive depends on the return method you choose.
Estimated delivery times are generally:
- Parcel returns: 1–4 business days
- Mail returns: 5–10 business days
Estimated delivery times do not include any potential delays by shipping carriers.
Refund
Once we receive your return, we will inspect and process it without undue delay.
Refunds will be issued no later than 14 days after we have received the returned items. In practice, we usually process returns on the same day they arrive.
The time it takes for the refund to appear in your account depends on your payment method and usually takes 2–4 business days after the return is processed.
Refund Amount
The refund amount may differ from the original total price of the returned products.
Costs incurred for additional delivery services will not be refunded.
If, after the return, the order no longer meets the terms of a promotion, discount, or other special offer, the total order amount will be adjusted to reflect the actual purchase. For example, if the original order exceeded the free shipping threshold but, after the return, the order value falls below that threshold, shipping costs will be deducted from the refund amount in accordance with the price list in effect at the time.
If a return is made in a manner other than in accordance with Ninja’s return instructions, the customer may be charged the actual shipping and handling costs incurred by the return.
One return per order is free of charge. If multiple returns are made for the same order, return fees in accordance with the current price list may be charged for subsequent returns.
Reshipment
If the customer wishes to have a returned shipment reshipped, the customer will be charged shipping costs for the reshipment in accordance with the price list in effect at the time.
Defective or Incorrect Product
If you have received the wrong or a defective product, do not submit a cancellation request or place a new order.
Please contact our customer service via email at asiakaspalvelu@ninja.fi and attach a photo of the product to your message, along with a brief description of the defect you have noticed. We will process your complaint as quickly as possible and provide further instructions.
Exchanges
Exchanging a product for another product is always done by placing a new order. This ensures the availability of the product you want and prevents us from having to wait for the return to arrive before shipping the new product.
First, submit a return request following the instructions above, and then place a new order for the product you want.
Unclaimed Shipment
Under the Consumer Protection Act, an unclaimed shipment is not considered a cancellation of the order.
If a shipment is not picked up, the customer may be charged for the actual delivery and return costs incurred for the shipment, in accordance with the price list in effect at the time.
If a shipment ordered for pickup at a store is not picked up within the specified time, the customer may be charged a €3.90 delivery fee.
Product Complaints
Ninja carefully inspects every shipment before sending it to the customer.
If the product you received is defective or you received the wrong item, please notify our customer service as soon as possible after discovering the issue at asiakaspalvelu@ninja.fi.
If possible, please include a photo of the product with your complaint, along with a brief description of the defect you’ve found.
We will process complaints without undue delay. If the purchase is canceled due to a defect, the payment will be refunded to the original payment method without undue delay.
Consumer Protection
Ninja complies with the consumer protection laws in effect at all times.
Some products are hygiene items (such as pierced earrings and piercing jewelry), for which, in accordance with consumer protection law, there is no right of withdrawal if the sealed packaging has been opened.
For more information on returns, consumer rights, and the online store’s terms and conditions, please see our Terms and Conditions.
