Refund policy
Last updated: May 2026
At Store Ninja, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
Return Eligibility
You have the right to request a return within 30 days of receiving your order.
To be eligible for a return:
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The item must be unused and in the same condition that you received it.
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The item must be returned in its original packaging.
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Proof of purchase or order confirmation must be provided.
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The return request must be submitted within 30 days of delivery.
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items cannot be returned:
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Gift cards
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Downloadable software products
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Personal care products that have been opened or used
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Products damaged due to misuse or improper handling by the customer
Return Process
To initiate a return, please contact our customer support team at:
customerservice@store-ninja.com
Please include:
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Your order number
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Full name
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Reason for the return
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Photographs of the item if applicable
Our support team will provide return instructions and the appropriate return address.
Please do not return any item without prior authorisation.
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please provide:
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Your order number
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Clear photographs of the item
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Photographs of the packaging
Once reviewed, we will offer a replacement, store credit, or full refund where appropriate.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved:
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Refunds will be issued to the original payment method.
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Processing times may vary depending on your payment provider.
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Most refunds are completed within 5–10 business days after approval.
Please note that original shipping fees are non-refundable unless the return is due to our error or a defective product.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your credit card provider, as processing times may vary.
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Contact your bank.
If you have completed these steps and still have not received your refund, please contact us at:
customerservice@store-ninja.com
Exchanges
We only replace items if they are defective, damaged, or incorrect.
To request an exchange, please contact:
customerservice@store-ninja.com
Return Shipping Costs
Unless the item is defective, damaged, or sent incorrectly, customers are responsible for return shipping costs.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.
Order Cancellations
Orders may be cancelled within 24 hours of purchase.
Once an order has entered processing or has been dispatched, cancellation requests may no longer be possible.
Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws in the United Kingdom.
Contact Information
Store Ninja
Customer Support Email:
customerservice@store-ninja.com
We are committed to resolving any concerns promptly and professionally.