Refund & Return Policy

At 9ninecloth.com, your satisfaction is our top priority. We understand that sometimes, a return or refund may be necessary. This policy outlines the procedures, conditions, and timeframes for order cancellations, exchanges, returns, and refunds, ensuring a clear and hassle-free experience.

I. Order Cancellations & Modifications

We aim to process orders quickly to ensure prompt delivery. Therefore, requests for cancellations or modifications are subject to specific timeframes:

• Cancellation/Modification Window: You may cancel or make changes to your order within 24 hours of placing it. This includes adjustments to item, size, color, or shipping address.
• After the Window: After this 24-hour window, your order may have already entered the processing or production stage. In such cases, we cannot guarantee that changes or cancellations will be possible.
  • For orders that have already entered processing after 24 hours, a cancellation fee of 10% of the total order value may apply if cancellation is still possible.
  • Some sources state that once an order is in the “processing” stage, cancellation is no longer allowed.
• How to Request: To request a change or cancellation, please contact us as soon as possible by using the “Contact Us” form on our website or emailing us directly at [email protected].
  • When reaching out, please include your full name on the order, your order number, and the requested change(s) to expedite your request.

II. Order Exchanges

• Customer Selection Errors: We kindly ask all customers to carefully review order details—including size, design, and quantity—before finalizing a purchase. We do not offer exchanges due to customer selection errors.
  • If you realize you’ve made an error, you may cancel your order within the 24-hour window (as per Section I) and place a new one with the correct details.
• Defective or Damaged Items: Exchanges are generally allowed only for defective or damaged items. If the size or variant issue is due to our error, we accept exchange or refund requests.
  • For any such issues, please follow the “How to Initiate a Return” procedure below.

III. Returns & Refunds

We accept return requests under specific conditions, primarily for product quality issues.

• Return Window: We accept return requests for non-sale items within 30 days of delivery. After this 30-day period, the order is considered final, and refunds will no longer be issued.
• Return Eligibility (When We Cover Refund/Replacement): Refunds and returns are permitted under the following conditions:
  • Product arrives damaged or broken during transit.
  • Product design, size, or material differs significantly from the order description or you receive the wrong item. This includes receiving wrong items, wrong material, wrong size, or wrong style.
  • Product has visible defects in the print (e.g., blurriness, misplacement), is torn, dirty, wet, or has hairy fabric.
  • Products are damaged or have peeled prints after the first wash (must be reported within 30 days of delivery).
  • The item you received has wrong measurements compared to the product’s size guide (a difference of over 1.5” from standard product measurements).
  • For non-fitting items, only T-shirts and Tank Tops may be eligible for return/exchange.
  • Lost in Transit: If the order is lost in transit and the initial shipping address was correct, or the actual shipping time exceeds the maximum shipping timeframe. (See Section IV for more on lost packages).
• Items Ineligible for Return or Refund: The following items are generally not eligible for returns or refunds:
  • Items that have been worn, washed, or altered.
  • Minor or repairable thread issues.
  • Missing original tags or packaging.
  • Damage not caused by our fulfillment process or defective items not attributable to our oversight (e.g., damage caused by customer misuse).
  • Customer errors such as spelling or grammatical mistakes, low-resolution or incorrect images uploaded, or ordering the wrong size, color, or style.
  • Sale items are typically final sale and not eligible for returns.
  • Customized products are eligible only if they arrive damaged or defective.
  • If you simply “don’t like the product printed according to our manufacturer’s standards”.
  • If tracking status shows “Delivered” but you claim non-receipt, unless specific conditions are met (see Section IV).
  • Items returned without prior approval from our support team.
• Required Documentation for Refund Claims: When submitting a refund claim, please include the following details and documentation:
  • Your order number and full name on the order.
  • Proof of purchase (e.g., order confirmation email screenshot, shipping label, or receipt).
  • A detailed description of the issue.
  • Clear photos or a video of the defective or damaged product clearly showing the problem.
    • For apparel, include a photo of the entire garment with the design visible and a photo of the damaged area or neck label.
    • For wrong size claims, photos showing actual measurements (width, length) are needed. For multiple items, photos should be placed side by side on a flat surface.
  • Any relevant correspondence (e.g., email screenshots).
  • Your preference for a replacement or refund.
• Return & Refund Process:
  1. Initiate the Process: Contact our support team by emailing the provided email address [email protected] or using the “Contact Us” form on our website.
  2. Wait for Confirmation & Instructions: We will review your request (typically within 2-3 business days) and respond with return instructions if eligible. Only ship the product after receiving a confirmation email with the approved return address.
  3. Prepare & Ship the Item: Include a printout of your purchase confirmation email with the items being returned. Use your local post office or a courier service to send the package to our warehouse. You must include a tracking number for the return shipment.
  4. Confirmation & Resolution: Once we receive your return, we will inspect it (typically within 72 hours). You will receive an email notification confirming receipt and informing you about the approval or denial of your refund or replacement request.
• Return Shipping Costs:
  • For damaged or defective products, or items sent incorrectly by us, we will cover the return shipping costs. The return cost for such items is $0.00.
  • For returns initiated due to customer error or preference (if accepted), return shipping costs are the customer’s responsibility. Original shipping costs are generally non-refundable in these cases.
  • We are not liable for any loss, theft, or damage during return shipping. For items valued over $45, consider using a trackable shipping service or purchasing shipping insurance.
  • We do not charge restocking fees.
• Refund Processing Time:
  • Refunds are typically processed within 2-5 business days of approval or receiving your return.
  • You will be notified by email once the refund is issued.
  • The refund will be credited to your original payment method.
  • The refund will generally include the original product price and shipping fee if the return is due to our error.
  • Please allow an additional 3-15 business days for the refund to appear in your account, as this depends on your bank or credit card company.
  • Delayed or Missing Refunds: If the refund takes longer than expected, first check your bank account or credit card company. If the issue persists, please contact our support team for assistance.

IV. Lost or Undelivered Packages

• Lost in Transit: A package is considered lost in transit if the shipping timeframe exceeds the maximum estimated shipping/transit timeframe.
  • If your order has exceeded the estimated delivery time, or if tracking shows no updates after 7 business days, please contact our support team for assistance.
  • You may need to check your mailbox, area security camera, ask your neighbors, and contact the local post office to ensure your package is not being held elsewhere.
  • Claims for lost packages must be initiated within 60 days from the order date. We may refuse claims if they exceed this timeframe.
  • We may offer a replacement product or a full refund, depending on your preference.
• Delivered but Not Received: If tracking shows your order as “delivered” but you have not received it, you should first contact the carrier to investigate. Once the item is with the carrier, we do not have control over it.
  • For packages showing as ‘delivered’ but not received, our maximum liability is $150 for stolen cases, and requires a police report, verified delivery by carrier, and correct shipping information provided by the customer.
• Shipping Warranty: An optional shipping warranty service (if selected at purchase) guarantees package integrity and covers lost packages. It may have exclusions for acts of God, incorrect address information, recipient refusal, or unforeseen circumstances.

V. Address Accuracy & Undeliverable Packages

• Customer Responsibility: It is the customer’s responsibility to ensure that the delivery address provided at checkout is accurate and complete, including street name, house number, apartment/suite numbers, and correct ZIP codes.
• Consequences of Errors: Incorrect or missing address details may lead to delays or undeliverable orders.
  • If an order is returned to us due to an invalid or incomplete address, it may be disposed of by our shipping partners, and re-shipping fees will apply to resend the item. In some cases, a new order may need to be placed.
  • We are not liable for any loss, theft, or damage if you request a carrier to forward or redirect your package after it has left our warehouse, as this is done at the customer’s own risk.
  • We are not responsible for orders delivered to incorrect addresses or returned to the sender due to address errors provided by the customer.

VI. Customer Support

For any questions or concerns regarding your order, returns, or refunds, please do not hesitate to reach out to our customer support team at [email protected]. Our support team is available Monday – Friday, 9:00 AM – 6:00 PM EST.