Terms and conditions

NINES Returns & Exchanges Policy

At NINES, we want you to feel confident in your purchase. While we hope you love your order, we understand that online shopping can sometimes be tricky. That’s why we offer refunds, exchanges, or store credit within 14 days of delivery, provided items meet our return conditions.

Please take a moment to read through our policy before placing your order.

 
Conditions for Returns

To qualify for a return or exchange:

  • The item must have been purchased directly from the NINES online store. 
  • Your return or exchange request must be logged within 14 days of delivery.
  • Returned items must be unworn, unwashed, with original tags attached, and in resaleable condition.
  • Customised, altered, or personalised items are final sale and cannot be returned.
  • Items showing signs of use, laundering, or customer damage will not qualify.
  • Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a reliable, trackable courier service. NINES cannot be held liable for lost or undelivered parcels.

 

Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Please notify us within 7 days of delivery, including photos where possible.
  • In line with the Consumer Protection Act, defective goods may be returned for a refund, repair, or replacement at no cost to you.
  • If we cannot replace the item due to lack of stock, we will issue you a full refund or store credit, whichever you prefer.

 

Exchanges
  • Exchanges are subject to stock availability.
  • If the requested size or style is unavailable, we’ll issue store credit to use on our site at a later stage.

 

Sale Items & Discounted Purchases
  • Sale and promotional items are not eligible for cash refunds.
  • Where sizing is an issue, we are happy to offer an exchange (if stock allows) or store credit.

 

How to Return an Item
  1. WhatsApp us on +27795004892 or email us at info@nines.co.za with your name and order number (as applicable) and reason for return (we love feedback on fit and sizing!).
  2. Repack your item securely, including original tags and packaging where possible. This helps us reduce waste.
  3. Send your parcel using a reliable courier service (e.g., PostNet, Courier Guy, Aramex).
  4. Once your return is received and inspected, we’ll get in touch with your refund, exchange, or store credit details.

 

Please note: If original tags or packaging are missing, a small handling fee may be deducted from your refund or credit.

 

Refunds
  • Refunds will only be processed back to the original payment method, unless otherwise agreed in writing.
  • Please allow 3–7 working days for the refund to reflect, depending on your bank.

 

A Note on Mindful Shopping

At NINES, we design with purpose and encourage mindful purchasing to reduce unnecessary returns. Thank you for helping us stay true to our sustainability values.