Refund
At Ninri Place, we do not offer returns for change of mind or selection errors. Each piece is handmade to order in small batches and put into production once orders are sent to the maker. For this reason, we are unable to accept returns in these circumstances.
We accept returns for incorrect sizing and items deemed faulty.
This policy is in addition to your rights under the Australian Consumer Law.
Selection Error / Change of Mind
Selection error includes, but is not limited to:
- Selecting the wrong style, colour, or design
- A change of preference after receiving the item
We are unable to offer returns, exchanges, or refunds in these cases. We encourage you to review product descriptions, sizing information, and measurement guides carefully before placing your order.
If you need to make changes to your order, please contact us at orders@ninriplace.com within 12 hours of placing your order. While we will do our best to accommodate changes, please note that any modifications may delay processing and delivery by a reasonable amount of time.
Preorder items are made specifically for you once your order is placed. For this reason, we are unable to cancel or refund preorder items after 12 hours from the time the order is placed.
Incorrect Size
We understand that finding the right fit can sometimes be difficult when shopping online. If the size you ordered is not suitable, we offer a one-time size exchange.
Eligibility
To be eligible for a size exchange, items must:
- Be unworn and unused
- Be returned in their original condition
- Include all original packaging and tags
- Show no signs of wear, damage, dirt, odours, excessive creasing, or outdoor use beyond what would reasonably occur from trying the shoes on indoors
Please contact us within 3 days of receiving your order if you wish to request a size exchange.
Exchange Only – No Refunds
Size-related returns are eligible for exchange only and cannot be refunded.
Exchanges are strictly limited to the same style in a different size. Each order is eligible for one size exchange only. We are unable to exchange a returned item for a different style, colour, design, or product.
Shipping Costs
Customers are responsible for the cost of returning the original pair for a size exchange. Return shipping costs for size-related exchanges are not reimbursable.
Once the returned item has been received and approved, Ninri Place will cover the shipping cost of sending the replacement size to you.
Assessment of Returned Items
All returned items will be inspected upon arrival.
If a returned item shows signs of wear, damage, misuse, cleaning attempts, outdoor use, or any condition beyond what would reasonably occur from trying on the shoes for sizing purposes, the size exchange request will be declined.
In these circumstances:
- No refund will be issued
- No exchange will be provided
- Return shipping costs already paid by the customer will not be reimbursed
- If you would like the original item returned to you, additional shipping charges may apply
Ninri Place reserves the right to determine whether a returned item meets the requirements for a size exchange.
Faulty or Damaged Items
Each order is carefully inspected before it is sent. However, if something is not as it should be, we are here to help.
We offer a repair, replacement, or refund for items that do not meet the consumer guarantees under Australian Consumer Law. If you believe your item is faulty, please contact us as soon as possible so we can assist.
What may be considered faulty:
- An item that arrives damaged
- A manufacturing fault
- An item that is not of acceptable quality, not as described, or not durable
What is not considered faulty:
- Wear and tear from normal use
- Damage caused by misuse, accident, or improper care
- Items where the condition was clearly communicated before purchase
Original packaging is not required for assessment, though proof of purchase will be needed.
Remedies
If an item is confirmed to be faulty:
- For a major fault, you may choose a refund or a replacement
- For a minor fault, we may offer a repair or replacement within a reasonable time
Where a refund is provided, it will include:
- The cost of the product
- Original shipping fees
- Reasonable return shipping costs
Refunds are processed to the original payment method within 3 business days after the item has been received and assessed.
When returning an item, please use a reliable and trackable delivery service and share the tracking number with us. This helps safeguard both you and us should the parcel be lost or damaged in transit. While we cannot guarantee the safe return of items sent without tracking, any reasonable return shipping costs will be reimbursed where a fault is confirmed, in line with Australian Consumer Law.
How to Return an Item
1. Contact Us
Email us at refunds@ninriplace.com with:
- Your order number
- A description of the issue or exchange request
- Clear images showing the fault (if applicable)
For incorrect size returns, please contact us within 3 days of receiving your order. For faulty items, your rights under Australian Consumer Law continue beyond this timeframe.
2. Wait for a Response
Our customer service team will reply within 3 business days with the next steps and return instructions.
3. Return the Item
If a return is required, please follow the instructions provided. Include proof of purchase and use a reliable and trackable delivery service, sharing the tracking number with us. This helps protect both parties should the parcel be lost or damaged during transit.
4. Assessment
Once the item is received, it will be carefully assessed.
5. Resolution
- If the item is confirmed to be faulty, we will proceed with a repair, replacement, or refund in accordance with Australian Consumer Law. Reasonable return shipping costs will also be reimbursed.
- If the return is due to incorrect sizing, we will process either the exchange or refund once the returned item has been assessed and approved. Return shipping costs for size-related returns are the responsibility of the customer.