Refund Policy

We want you to end up with a machine you actually use. If that's not what happened, here's how to put it right.

This policy covers orders delivered in the United Kingdom and the United States. Nothing in it takes away rights you have by law.

Changing your mind

You have 30 days from the day you receive your order to tell us you want to return it.

To start a return, email sales@ninjasharkoutlet.com with your order number and what you're sending back, or ring 0800 862 0452. We'll reply with a return address and instructions. Please don't send anything back before you've heard from us — unannounced parcels are hard to match to orders and slow your refund down.

Once you've told us, you have a further 14 days to get the item back to us.

Condition

The item needs to come back complete: in its original box, with every accessory, attachment, blade, basket, filter, dock, charger, cable, manual and sealed consumable that came with it.

You're entitled to handle a machine as you would in a shop — unbox it, look at it, switch it on, see how big and how loud it is. You're not entitled to cook with it for three weeks and then send it back. If it comes back worn, damaged, dirty or incomplete, we may reduce your refund to reflect the loss in value, and we'll tell you why before we do.

Two things account for most reduced refunds: missing accessories, and food residue. Check the box against the contents list, and clean anything that's been used before you pack it.

Keep the box

Worth saying on its own. Keep the original packaging for at least 30 days. A returned machine has to go back in it, and a large appliance without its packaging can't be shipped safely.

Who pays return postage

Changed your mind — you pay return postage. Use a tracked service and insure it for what it's worth.

Faulty, damaged, wrongly supplied or not as described — we pay. We'll send a prepaid label or reimburse a reasonable cost.

Appliances are bulky and cost more to send back than most people expect. If you're unsure about size, ask us for the dimensions before you order rather than after.

Returns from the United States

Return postage on a change-of-mind return from the US is at your cost, and on a larger machine it can be a significant share of the value. Two things before you post:

• Mark the parcel clearly as returned British goods on the customs declaration, with the original order number. Otherwise it can be charged import duty coming back into the UK, and we'd have to deduct that from your refund.
• Import duty and taxes you paid in the US aren't refundable by us. We refund what you paid us. Anything paid to customs or the carrier is between you and them, though you may be able to reclaim it — ask the carrier about duty drawback.

Don't post anything containing a lithium battery without checking with the carrier first. Most restrict them and some won't carry them by air. Contact us before you book and we'll tell you what your options are.

Faulty, damaged or wrong items

If something arrives damaged, develops a fault, or isn't what you ordered, tell us as soon as you reasonably can, with a photo or short video if there's something to see.

We'll put it right — repair, replacement or refund, depending on what's happened and what you'd prefer. If you tell us within 30 days of delivery that goods are faulty, you have a short-term right to reject them and get your money back.

If a machine overheats, smokes, smells of burning, sparks, or has a swollen or damaged battery, stop using it, unplug it, and contact us immediately. Don't post it until we've told you how.

Keep the packaging until a transit damage claim is resolved. The carrier will usually want to see it.

Warranty

We're an authorised SharkNinja retailer, so Ninja and Shark products carry a 2-year manufacturer guarantee. Other products carry the guarantee stated on their product page.

We handle warranty claims for you rather than sending you off to do it yourself. Full detail is on our warranty and registration page.

A guarantee runs alongside your legal rights against us. It doesn't replace them, and being outside a guarantee period doesn't automatically mean you're out of options.

Things we can't take back

• Sealed consumables once opened, where returning them wouldn't be hygienic — food-contact items, filters and cleaning solutions
• Items made or personalised to your specification
• Gift cards

None of these exclusions apply if the item is faulty or wasn't as described.

We don't exclude sale items from returns. A discounted machine comes back on the same terms as a full-price one.

Exchanges

The quickest route is a refund and a new order, so you're not waiting on two processes to line up. If you'd rather exchange directly, tell us and we'll arrange it — we'll take the difference if the new item costs more, and refund it if it costs less.

Cancelling before dispatch

If your order hasn't shipped, ring us and we'll usually be able to stop it. Once it's with the courier it has to run its course and come back as a return.

Refunds

Once we have the item and have checked it, we'll refund you within 14 days.

Refunds go to the original payment method. Card refunds usually appear within three to five working days after we process them, though your bank sets that timing, not us. Instalment refunds go to the provider, who then adjusts your agreement.

We refund the price you paid and, on a full change-of-mind return, the standard delivery cost you paid. Delivery is free, so there's nothing to refund on that line.

If a refund hasn't arrived a week after we told you it was processed, contact us before you contact your bank. It's almost always faster.

Your legal rights

United Kingdom. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have at least 14 days to cancel a distance purchase. Our 30 days is in addition to those rights, not instead of them.

United States. Consumer protection is set at state level and your rights vary by where you live. This policy applies to your order in full, and nothing in it limits any right your state gives you.

Complaints

If you're not happy with how we've handled a return, say so — sales@ninjasharkoutlet.com. We'll acknowledge within 5 working days and aim to resolve within 21. The full procedure is on our contact information page.

UK customers who remain unhappy can raise the matter with Citizens Advice, which is the route into Trading Standards. US customers can contact their state Attorney General's consumer protection office.

Contact

Ninja Shark Outlet 1st/2nd Floor, Building 3150, Thorpe Park, Century Way, Leeds, England LS15 8ZB, United Kingdom sales@ninjasharkoutlet.com · 0800 862 0452 Monday to Friday, 9:00 to 17:30