Return policy

At NINALUSH, we want you to feel confident and fabulous with every purchase. If for any reason you're not completely satisfied with your order, we’re here to help. Please review our return policy below for details on how to initiate a return.

1. Return Eligibility

You may return eligible items purchased from ninalush.com if the following conditions are met:

  • Items must be unused, unworn, and in original condition with all packaging and tags intact.

  • Items must be returned within 30 days from the date of delivery.

  • Wigs that have been worn, cut, altered, washed, or styled are not eligible for return due to hygiene standards.

  • Sale items, promotional items, and final sale items are non-returnable and non-refundable.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Email us at info@ninalush.com with your order number and the item(s) you wish to return.

  2. Once your return request is approved, we’ll send you a Return Authorization and instructions.

  3. Pack the item(s) securely in original packaging and include your order number and Return Authorization inside the package.

  4. Ship the item to the address provided in our return instructions.

3. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item received is defective or incorrect.

  • We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

  • If the return is due to a damaged or incorrect item, we will cover the return shipping.

4. Refunds

Once we receive and inspect your return, we will process your refund within 7–10 business days. Please note:

  • Refunds will be issued to your original payment method.

  • Original shipping fees are non-refundable.

  • You will receive an email confirmation once your refund has been issued.

5. Exchanges

We currently do not offer direct exchanges. If you’d like a different style, color, or length, please place a new order for the desired item and return the original for a refund.

6. Damaged or Defective Items

If your item arrives damaged, defective, or not as described, please contact us immediately at info@ninalush.com. Include your order number, a description of the issue, and clear photos of the item. We will resolve the issue by offering a replacement or full refund as appropriate.

7. Contact Us

If you have questions or need assistance with your return, our customer service team is happy to help:

Email: info@ninalush.com
Phone: (02) 6705 9630
Address: 71 Balonne Street, Middle Brother, NSW 2443, Australia

At NINALUSH, your satisfaction is part of our mission. Thank you for trusting us to be part of your beauty journey.