Refund policy
Return & Refund Policy
At NINEGOODS, your satisfaction is our priority. If something isn't right, we're here to make it easy.
Order Cancellation You may cancel your order within 6 hours of purchase for a full refund, provided it has not yet been dispatched. Once shipped, cancellation is no longer available — please follow our return process below. To cancel, contact us at support@ninegoods.shop with your order number.
Returns We accept returns within 30 days of delivery for items that are unused, in original condition, with all tags attached and in original packaging.
To initiate a return:
- Email support@ninegoods.shop within 30 days of delivery with your order number and reason for return
- Wait for our return authorisation and instructions
- Ship the item to the address provided using a tracked service
Please note:
- Return shipping costs are the customer's responsibility unless the item is defective or incorrect
- We recommend tracked shipping — we cannot be held responsible for untracked returns lost in transit
- Returns sent without prior authorisation may not be accepted
Refunds Once we receive and inspect your return, we'll notify you of the outcome within 5 business days. Approved refunds are processed to your original payment method within 10 business days. Your bank may take additional time to post the credit.
Your Statutory Rights (UK & EU) Under the UK Consumer Rights Act 2015 and EU Consumer Rights Directive, you have the right to return most items within 14 days of receipt for any reason (cooling-off period), and a further 14 days to return the item. These rights are in addition to our extended 30-day policy.
Damaged, Defective, or Incorrect Items Contact us at support@ninegoods.shop within 7 days of delivery with your order number, photos/video of the issue, and a brief description. We will resolve the issue via replacement, exchange, or full refund — including return shipping costs.
Non-Returnable Items The following cannot be returned unless defective:
- Sale or clearance items
- Personalised or custom-made products
- Items purchased with gift cards (refunds issued as store credit)
Shipping Issues
- Lost packages: If tracking shows delivered but you haven't received it, contact us within 7 days — we'll investigate with the carrier.
- Failed delivery due to incorrect address: We cannot offer a free reship or refund. A reship fee (typically £10–£35) applies, or a refund minus original shipping and a restocking fee.
- Unclaimed/refused packages: Refunds are not available for packages refused without valid reason.
Discount Codes Discount codes must be applied at checkout. We cannot apply discounts retroactively.
Contact Us
📧 support@ninegoods.shop
🏢 Nine Goods Ltd, 82A James Carter Road, Mildenhall, Bury Saint Edmunds, IP28 7DE, United Kingdom
Company Registration No: 16926678