Returns & Refunds
Eligibility, how to start a return, exceptions, and how refunds are issued.
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This Returns & Refunds Policy explains when you can send an item back to NINETY and how refunds work. It forms part of your agreement with us alongside our Terms & Conditions and Shipping Policy.
1. Return window
You have 30 days from the date you receive your order to request a return. After that window we may decline return requests except where consumer law requires otherwise.
2. Eligibility
To qualify, items must be unused and unworn, in the same condition you received them, with original tags and packaging where applicable. You will need proof of purchase (order confirmation or account order history).
Please inspect your parcel on arrival. If something is defective, damaged, or incorrect, contact us as soon as possible so we can review photos and make it right.
3. How to start a return
Do not ship anything back before we approve the return. Open a request through Support or Contact with your order number and the reason for return. If we accept the request, we will send return instructions and, where applicable, a return label.
Parcels sent without a prior approved request may be refused.
4. Non-returnable items
For hygiene and production reasons we generally cannot accept returns of:
- Personalized items (custom name and/or number), unless the item arrives defective or we shipped the wrong customization.
- Final-sale / clearance items clearly marked as non-returnable.
- Gift cards or digital credits, where offered.
- Items that show wear, odor, alteration, or missing tags.
If you are unsure about a specific product, ask us before opening a return.
5. Exchanges
We do not hold stock for direct size or color swaps in every case. The fastest path is usually to return the eligible item for a refund, then place a new order for the piece you want once the return is approved.
6. EU / EEA cooling-off
If you are a consumer and your order is shipped into the European Union or EEA, you may also have a statutory right to withdraw within 14 days of receiving the goods, without giving a reason, subject to exceptions (including personalized goods). Items must still be returned unused, with tags and packaging, and with proof of purchase. This right sits alongside — and does not reduce — any stronger protection you have under local law.
7. Refunds
Once we receive and inspect the return, we will confirm whether the refund is approved. Approved refunds are issued to the original payment method within about 10 business days. Your bank or PayPal may take additional time to post the credit.
If more than 15 business days have passed since we confirmed approval and you still do not see the refund, contact Support with your order number.
Original outbound shipping is refundable only when we shipped the wrong item, a defective item, or as required by law. Return shipping costs are your responsibility unless we state otherwise in writing for that case.