Returns and Refunds
How return requests work before international shipping
Returns on Ninja happen while your item is still in China. After an item is included in an international shipment, it can no longer be returned to the seller through the normal return request flow.
The short version
- You can request a return from your warehouse dashboard after the item arrives and QC photos are available.
- The standard return window is 7 days after the item arrives at the Ninja warehouse.
- The item must not be included in an international shipment.
- Seller approval is still required. Some sellers, categories, or item conditions may make a return unavailable.
- Refunds are credited to your Ninja balance after the seller or return process completes.
Where returns fit
- You place an order, and we order it from the seller on your behalf.
- The seller ships the item to the Ninja warehouse in China.
- We receive the item and upload QC photos.
- You review the item in your warehouse dashboard.
- If something is wrong, or you no longer want the item, you submit a return request before shipout.
QC is the main decision point. Review your QC photos before creating an international shipment, because seller returns are only practical while the item is still at our warehouse.
How to request a return
From your warehouse dashboard:
- Open the item you want to return.
- Select Request return.
- Choose the quantity you want to return.
- Choose a return reason.
- Add a note if our team needs more detail.
- Submit the request.
After you submit, the requested quantity is marked as pending return and is removed from the quantity available to ship. You can still ship unrelated items or any remaining quantity that is not part of the return request.
What happens next
Our team reviews the request and checks the seller's return policy.
If there is no added return cost, we can proceed once the seller accepts the return. If there is a return cost, such as domestic return shipping within China, you will see the quoted amount and can confirm or cancel before we process the return.
When the return is processed, we send the item back to the seller. After the seller confirms the return and refunds the item cost, the refund is credited to your Ninja balance.
Timing
| Stage | What usually happens |
|---|---|
| Before we place your order | Cancellation is usually immediate, with a full refund to your balance. |
| Being ordered | We try to cancel before the order is placed. If successful, refund usually completes within 24 hours. |
| Ordered, before seller ships | We ask the seller to cancel. If accepted, refund usually completes within 72 hours. |
| At our warehouse | Return request must usually be submitted within 7 days after arrival. Seller return and refund timing is typically 7-15 days after the seller accepts. |
| After international shipment starts | Seller return is no longer available. Contact support for shipping, insurance, or damage claims. |
These are estimates, not guarantees. Seller response time, domestic return shipping, holidays, and marketplace rules can change the final timeline.
Costs and refunds
Refunds from returns are credited to your Ninja balance.
Return costs depend on the reason:
- Customer request: you usually pay domestic return shipping within China and any seller-side return fees.
- Seller fault: we try to have the seller cover the return cost, but seller approval controls the final outcome.
- Warehouse or compliance decision: our team will explain the available options case by case.
Service fees are non-refundable once your order has been placed with the seller. Add-on services that change the item or packaging, such as tag removal or packaging removal, may also make a seller return unavailable.
What cannot be returned
Some items cannot be returned through the normal seller return flow, including:
- Items already included in an international shipment.
- Items outside the standard 7-day warehouse return window.
- Items the seller marks as final sale or non-returnable.
- Used, worn, altered, damaged, or incomplete items.
- Items missing original packaging, tags, labels, accessories, or seals.
- Custom, made-to-order, second-hand, intimate, food, cosmetic, or other restricted categories where the seller or marketplace does not accept returns.
- Items after a requested service has made them unsuitable for resale.
After the 7-day window, contact support. We may still try to help, but seller acceptance becomes less likely.
Cancellations vs returns
Before we place your order with the seller, it is a cancellation. After the order has been placed, shipped by the seller, or arrived at our warehouse, it becomes a return request to the seller.
Parcel returns after shipping
A parcel returned by a carrier, customs office, address issue, or shipping restriction is different from an item return to the seller. Those cases are handled as shipping after-sales issues. Contact support so we can review the parcel status and available next steps.