Refund policy

Return policy

At Nerina Shop, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible items subject to the terms and conditions outlined below.

Return eligibility

Eligible items may be returned within 30 days of delivery for a refund, provided that:

Original condition: The item is unused, unworn, and in its original condition.
Tags and packaging: All original tags, labels, and packaging are intact and included.
No alterations: The product has not been washed, altered, damaged, or otherwise used.
Condition requirements: Items that do not meet these requirements may not be accepted for return.

How to request a return

Before returning any item, please contact our Customer Support team:

Email: info@nerinashop.com

Please do not send any items back without contacting us first. Our team will provide the necessary return instructions before you ship the product.

Return address

Warehouse & Returns Centre
3925 Steeles Avenue East, Brampton, ON L6T 4N9, Canada

Return shipping costs

Customers are responsible for return shipping costs for unwanted items, change-of-mind returns, or returns that are not due to an error on our part.

Please note:

Returned products must be sent to our designated returns centre.
International return shipping costs may be higher than standard domestic shipping rates.
Return shipping costs are non-refundable.
Please contact our support team before arranging your return. In certain situations, we may be able to offer an alternative solution without requiring an international return.

Incorrect, defective, or damaged items

If you receive an item that is:

Defective
Damaged during delivery
Different from the item you ordered

Please contact us within 48 hours of delivery and provide photographs of the issue whenever possible.

After reviewing and confirming the issue, we may provide an appropriate resolution, which may include:

A replacement product
A refund
Assistance with return shipping, where applicable

If the issue resulted from an error on our part, you will not be responsible for the return shipping costs.

Non-returnable items

The following items are not eligible for return:

Personalised or custom-made products
Perishable products
Items returned more than 30 days after delivery
Products that are no longer in their original condition
Items damaged due to misuse, improper handling, or other customer-caused damage

Exchanges

We currently do not offer direct exchanges.

If you need a different size, colour, or product, you may return the original item if it meets our return requirements and place a new order through our website.

Order cancellation

Orders may be cancelled within 24 hours of purchase.

Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, our standard return policy will apply after the order has been delivered.

Refunds

Once your returned item has been received and inspected, any approved refund will be issued to the original payment method.

Restocking fees: No restocking fees will be charged.
Processing time: Approved refunds are generally processed within 10 business days after the returned item has been received and approved.
Bank processing: The time required for the funds to appear in your account may vary depending on your bank or payment provider.