At N9NE, we want you to be completely satisfied with your purchase. If your order isn't quite right, we're happy to offer refunds and exchanges in accordance with the policy below. This policy does not affect your statutory rights under applicable consumer law.
Refunds
We offer refunds on eligible items returned within 14 days of the date your order is delivered.
To qualify for a refund, items must:
- Be unworn, unused and unwashed.
- Be returned with all original tags attached.
- Be returned in their original packaging.
- Be free from marks, stains, odours, pet hair, makeup, deodorant or any other signs of wear.
- Be returned in a condition suitable for resale.
We reserve the right to refuse a refund or make a deduction from the refund where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, or where it has been returned in a condition that reduces its value.
Exchanges
We offer exchanges within 30 days of delivery.
Rather than sending a replacement item, all exchanges are processed via a N9NE Gift Card.
Once your returned item has been received, inspected and approved, you will be issued a Gift Card to the value of the returned item. This Gift Card can be used immediately to place a new order for your preferred size, colour or any other product available on our website.
This allows you to choose the item that best suits you while ensuring the fastest possible exchange process.
How to Return Your Order
All returns and exchanges must be submitted through the N9NE Returns Portal.
Returns sent without first being registered through the Returns Portal may not be accepted and may delay the processing of your return.
A £3.95 return label fee applies to all standard returns made using our Returns Portal. This amount will be deducted from your refund where applicable.
Customers remain responsible for ensuring returned items are securely packaged until they reach us.
Shipping Charges
The original delivery charge paid when placing your order is non-refundable, except where reimbursement is required under applicable consumer law.
The £3.95 return label fee is non-refundable unless the return relates to an item that is faulty, damaged, incorrectly supplied or where we are otherwise legally required to reimburse the cost.
Processing Times
Once your return has been received and inspected, we aim to process your refund or exchange as quickly as possible.
Please allow up to 10 working days from the date your return is received for processing during busy periods.
Refunds will be issued to the original payment method used to place the order.
Gift Cards for exchanges will be issued by email once your return has been approved.
Depending on your payment provider, it may take additional time for refunded funds to appear in your account.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact our Customer Support team before creating a standard return.
Where an item is confirmed to be faulty or has been supplied in error, we will arrange an appropriate remedy in accordance with your statutory rights.
Items That Cannot Be Returned
For hygiene reasons, we cannot accept returns on underwear, socks or any other products specifically identified as non-returnable, unless they are faulty.
Gift Cards are non-refundable and cannot be exchanged for cash.
Promotional Offers
Where an order qualified for a promotional offer, discount or free gift, any refund may be adjusted if returning items means the original order no longer qualifies for that promotion.
Any complimentary gift received as part of a promotion must also be returned if the qualifying purchase is refunded. If it is not returned, we reserve the right to deduct its retail value from the refund.
Your Statutory Rights
Nothing in this Returns Policy limits or excludes any rights you may have under UK consumer law.
Where you exercise your legal right to cancel an online order under the Consumer Contracts Regulations, your statutory rights will apply alongside this policy.
Contact Us
If you need any assistance with your return, please contact our Customer Support team before sending your items back. We're always happy to help.
Christmas Returns
We will honour any returns which exceed 14 days for exchange only up to 10th January.