Returns & Exchanges
GENERAL TERMS
theninepm.com gladly accepts returns & exchanges of eligible products within 30 days of being received. To start a return or exchange, please reach out to our customer service team at hi@theninepm.com.
Returnable condition requirements:
- Items must be unworn, unwashed, undamaged, unaltered, and free of makeup, stains, deodorant, and perfume.
- All original internal garment tags must be attached, including any secure return tags, which should remain intact.
Items that do not meet these conditions may not be eligible for a return or exchange. To ensure eligibility, we recommend trying items on carefully and, for shoes, only on a clean, soft surface.
Exceptions:
- Final sale items cannot be returned or exchanged. Please check the product description to see if an item is marked as a final sale.
- For hygiene reasons, unconditional returns on swimwear are not accepted. If you need assistance in this regard, please consult with the customer service team.
Note: Please do not send returns to the address on the waybill, as this is not our return address. Refunds cannot be processed for items sent to incorrect locations.
RESPONSIBILITY
theninepm.com covers the costs of returns and exchanges if they are due to our fault. In other cases, customers are responsible for any shipping fees or customs duties. Below are some common situations and the applicable return/exchange terms.
1. Situations eligible for free returns and exchanges:
- The item has quality issues, significant color discrepancies, or strong odors.
- The item in the package was wrongly sent.
2. Situations eligible for free exchanges or customer-paid returns:
- The customer does not like or want the item for personal reasons.
3. Situations eligible for free resend:
- The item is missing from the order. Customers can also opt to request a refund for the missing item.
- The order failed to be delivered (excluding customer rejections). If the failure is due to an incorrect address provided, the customer may need to contact the courier for re-delivery or pick-up.
Note: If a package is rejected by the customer, we cannot offer after-sales services such as returns, exchanges, or refunds. Store credits for the remaining order amount, after deducting shipping fees, will be issued instead. You can use store credits on your next purchase by contacting customer service.
If your situation is not covered here, please contact our customer service representatives for assistance.
SIZING ISSUES
We understand that sizing can sometimes be tricky when shopping online. If the item you receive does not fit, theninepm.com offers free exchanges to ensure you get the right size. Alternatively, you may choose to return the item at your own expense. We encourage customers to reach out to our customer service team for sizing advice before making a purchase to minimize any issues.
EXCHANGES
Each item can be exchanged once, except for final sale products. theninepm.com covers shipping costs for exchanges.
If exchanging for a higher-priced item, customers will need to pay the difference. If the new item is less expensive (in cases of product quality issues), the price difference will be refunded.
RETURN FEES
theninepm.com offers two return options:
a) prepaid return labels (available in select countries)
b) self-mailing
For customer-paid returns, if you choose to use our prepaid return label, the return shipping cost—10% of the value of the returned items—will be deducted from your refund.
As for the shipping fee (not the return fee):
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose(eg. if your order originally received free shipping, another about 10% of the value of the returned items will be considered as shipping charges).
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
ORDER CANCELLATION
Orders may generally be canceled within 1–3 days of placement. If the order has already shipped, cancellation will not be possible. In such cases, we recommend contacting our customer service team to arrange a return once your package is delivered.
REFUND
Refunds will be processed once the returned items are received and inspected by our warehouse team. For customer-paid returns, the original shipping and return shipping fees will be deducted from the refund. You should receive your refund within 14 days after your returned package is delivered.
Please do not return directly to this address, please contact our customer service team for detailed return process, otherwise the return may fail, thank you for your cooperation!