Returns & Refunds Policy

Last update: 05/21/2026

Thank you for shopping with House of Nina Anne.

This Returns & Refunds Policy explains how returns, refunds, cancellations, digital products, customized items, and damaged or incorrect orders are handled for purchases made through House of Nina Anne.

By placing an order with us, you agree to this Returns & Refunds Policy.

1. Contact Information

If you have questions about a return, refund, cancellation, damaged item, incorrect item, or digital download, please contact us:

House of Nina Anne
Email: contact@houseofninaanne.shop
Return Address:
3003 E Michigan Ave., PMB 1055
Lansing, MI 48912
United States

Please contact us before sending any return. Returns sent without prior approval may not be accepted.

2. Digital Products and PDF Patterns

Due to the nature of digital products, all sales of the following items are final and non-refundable once purchased, accessed, downloaded, delivered, or emailed:

• PDF embroidery patterns;

• Digital downloads;

• Digital files;

• Printable products;

• Instant-access products;

• Digital instructions, templates, or pattern files.

Because digital products cannot be physically returned, we do not offer refunds, returns, exchanges, or cancellations for digital products unless required by law or unless there is a verified issue with the file that we are unable to resolve.

If you have trouble accessing or downloading a digital file, please contact us at contact@houseofninaanne.shop so we can help.

3. Customized, Personalized, and Made-to-Order Items

Customized, personalized, and made-to-order items are final sale and cannot be returned, refunded, exchanged, or canceled once production has begun.

This includes, but is not limited to:

• Items made to your specifications;

• Personalized embroidery items;

• Custom color, name, date, wording, or design requests;

• Made-to-order physical products;

• Any item clearly marked as custom, personalized, or final sale.

Customers are responsible for reviewing all customization details before submitting an order, including spelling, names, dates, colors, measurements, design choices, and other instructions.

Customized, personalized, or made-to-order items may only be eligible for a remedy if they arrive damaged, defective, incorrect, or materially different from what was ordered.

4. Eligible Physical Product Returns

Physical products that are not digital, customized, personalized, made-to-order, final sale, or otherwise excluded may be eligible for return within 14 days of delivery.

To qualify for a return, the item must be:

• Returned within 14 days of delivery;

• Unused and in original condition;

• In its original packaging, when applicable;

• Free from damage, stains, odors, pet hair, smoke, or signs of use;

• Returned with proof of purchase or order information.

We reserve the right to deny returns that do not meet these conditions.

5. Items That Cannot Be Returned

The following items are not eligible for return, refund, or exchange unless required by law or unless the item arrives damaged, defective, incorrect, or materially different from what was ordered:

• Digital products and PDF patterns;

• Downloadable files;

• Customized or personalized items;

• Made-to-order items;

• Final sale items;

• Gift cards or gift certificates, if offered;

• Items used, altered, washed, damaged, or not in original condition;

• Items not returned within the return window;

• Items that are not suitable for return due to hygiene, safety, or product condition reasons after being opened or used.

6. How to Request a Return

To request a return, contact us at contact@houseofninaanne.shop within 14 days of delivery.

Please include:

• Your name;

• Order number;

• Email address used for the order;

• Item you want to return;

• Reason for the return;

• Photos, if the item is damaged, defective, or incorrect.

If your return is approved, we will provide return instructions. Please do not send items back without contacting us first.

7. Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or the return is due to our error.

You are responsible for the cost and risk of returning the item to us. We recommend using a trackable and insured shipping service.

Return items should be sent to:

House of Nina Anne
3003 E Michigan Ave., PMB 1055
Lansing, MI 48912
United States

House of Nina Anne is not responsible for items lost, delayed, or damaged during return shipping.

We cannot issue a refund unless we receive the returned item or receive proof of delivered return shipment.

8. Refunds

Once we receive and inspect your approved return, we will notify you whether the refund is approved or denied.

If approved, the refund will be issued to the original payment method.

Refunds are generally processed within 5–10 business days after the returned item is received and approved. Your bank, credit card company, or payment provider may take additional time to post the refund.

Original shipping charges are non-refundable unless the return is due to our error, defective merchandise, incorrect merchandise, or as otherwise required by law.

9. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us at contact@houseofninaanne.shop within 7 days of delivery.

Please include:

• Your order number;

• A description of the issue;

• Clear photos of the item;

• Clear photos of the packaging, if damaged during shipment.

Depending on the situation, we may offer a replacement, repair, refund, store credit, or another reasonable solution.

This policy does not cover damage caused by normal wear and tear, improper use, customer error, incorrect care, or minor handmade variations.

10. Cancellations

Order cancellation requests must be made as soon as possible by contacting contact@houseofninaanne.shop.

We cannot guarantee that an order can be canceled once it has been placed.

Cancellations are not available once:

• A digital product has been purchased, accessed, downloaded, delivered, or emailed;

• A customized, personalized, or made-to-order item has entered production;

• A physical item has shipped.

If a physical order has not yet shipped and has not entered production, we may be able to cancel the order and issue a refund.

11. Shipping Delays and Unavailable Items

We do our best to process and ship orders within the timeframe stated at checkout or in the product listing.

If we cannot ship an order within the stated timeframe, we may contact you with an updated estimated shipping date or offer the option to cancel the unshipped item for a refund, when required by applicable law.

If an item becomes unavailable after purchase, we may cancel the order and issue a refund for the unavailable item.

12. Exchanges

We do not guarantee exchanges.

If you need a different item, size, color, or product, please contact us at contact@houseofninaanne.shop. If the item is eligible for return, you may return the original item according to this policy and place a new order.

Digital products, customized items, personalized items, and made-to-order items are not eligible for exchange.

13. Gifts

If an item was marked as a gift when purchased and shipped directly to the recipient, an approved return may be refunded as store credit or gift credit.

If the item was not marked as a gift, or if the gift giver had the order shipped to themselves, any approved refund will be issued to the original payment method used by the purchaser.

Digital products, customized items, personalized items, made-to-order items, and final sale items are not eligible for gift returns unless required by law or unless they arrive damaged, defective, incorrect, or materially different from what was ordered.

14. Lost or Stolen Packages

House of Nina Anne is not responsible for packages marked as delivered by the shipping carrier but reported lost, missing, or stolen.

If your package is marked delivered but you did not receive it, please check with household members, neighbors, your local post office, or the shipping carrier.

We recommend contacting the carrier directly to open a claim for lost or stolen packages.

15. Refused or Undeliverable Packages

If a package is returned to us because of an incorrect address, incomplete address, refused delivery, or failure to pick up the package, the customer may be responsible for additional shipping charges.

Refunds for refused or undeliverable packages may exclude shipping costs and any non-refundable fees.

Customized, personalized, made-to-order, and digital items remain final sale even if a package is refused or undeliverable.

16. Final Sale Notice

The following are final sale:

• Digital downloads;

• PDF patterns;

• Instant-access products;

• Customized items;

• Personalized items;

• Made-to-order items;

• Items marked final sale.

Final sale items cannot be returned, refunded, exchanged, or canceled unless required by law or unless the item arrives damaged, defective, incorrect, or materially different from what was ordered.

17. Contact Us

If you have any questions about this Returns & Refunds Policy, please contact us:

House of Nina Anne
Email: contact@houseofninaanne.shop
Return Address:
3003 E Michigan Ave., PMB 1055
Lansing, MI 48912
United States