Return and refund policy

Return window

You can ask for a return within 30 days of the day your order was delivered.

How to start a return

Contact us at support@ninapetra.com or by phone at +1 (737) 577-1703 with your order number, the item you want to return and the reason. We will explain the next steps and provide a prepaid return label.

Returns are sent by mail. You can choose either:

• a refund, or
• an exchange for another item of equal value.

Change-of-mind returns

If you no longer want the item, request a return within 30 days of delivery. For a change-of-mind return, the item must be:

• unused, not installed and undamaged
• in its original packaging
• complete, with all accessories, manuals and parts

These condition requirements apply to change-of-mind returns only. They do not exclude a return because an item arrived damaged, is defective or is not the item ordered.

Damaged or defective products

If your item arrives damaged or develops a fault, contact us within 30 days of delivery with your order number and a description of the problem. Photos of the item and packaging can help us assess the issue.

An item does not have to be unused or undamaged to qualify under this section. Keep any packaging and accessories you still have, stop using an unsafe item, and contact us to arrange a refund or replacement. We provide a prepaid return label when the item needs to be returned.

If a fault is discovered after the return window, contact us so we can review the issue and any applicable rights. This policy does not limit rights that cannot be excluded under applicable law.

Incorrect products received

If the product delivered does not match your order, contact us within 30 days of delivery with the order number and details of what arrived. We will arrange a replacement or refund and provide a prepaid label if the incorrect item must be returned.

You are not required to meet the unused-and-undamaged conditions for a change-of-mind return when the error is ours.

Return address

Our return location is 7523 W Four Rd, Canutillo, TX 79835, US. Contact us for your return label and instructions before mailing an item so we can match it to your order.

Return shipping

Return shipping is free for change-of-mind, damaged, defective and incorrect-item returns under this policy. We provide a prepaid return label; there is no return-label deduction from your refund.

Restocking fees

We do not charge restocking fees.

Refunds and exchanges

Once we receive and check the item, approved refunds cover the amount paid for the returned item and any tax collected for it, and go back to your original payment method within 7 business days. Exchanges are sent out as soon as the return has been checked.

We email you when your refund has been made or your replacement has shipped.

Your bank or payment provider may take additional time to show the refund. If a return is not approved, we explain the reason and contact you about the next steps.

Cancelling or changing an order

Contact us as soon as you can. An order can be changed or cancelled only before it ships. After it has shipped, use the return process above.