Refund Policy

1. Our Commitment

At NinePlus, we are committed to customer satisfaction and providing high-quality traditional Chinese accessories. This Refund Policy explains your rights regarding returns, exchanges, and refunds in accordance with Hong Kong consumer protection principles.

2. Return Eligibility

You may return products within 14 days of delivery if:

• The product is defective or damaged upon arrival
• The product does not match its description
• You received the wrong product
• The product is of unacceptable quality

Products must be returned in their original condition, unworn, unused, and with all original tags and packaging intact.

3. Non-Returnable Items

The following items cannot be returned unless defective:

• Products showing signs of wear or use
• Products without original tags or packaging
• Custom or personalized items
• Sale or clearance items (unless defective)

4. Return Process

To initiate a return:

1. Contact us at returns@nineplus.online within 14 days of receiving your order
2. Provide your order number, product details, and reason for return
3. Wait for our return authorization and instructions
4. Ship the product back to us using a trackable shipping method
5. Retain proof of return shipment until your refund is processed

Return shipping costs are the customer's responsibility unless the return is due to our error (wrong item, defective product, etc.).

5. Refund Processing

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 7-10 business days and credited to your original payment method. The time it takes for the refund to appear in your account depends on your payment provider's processing time.

Refunds include the product price and original shipping charges (if the return is due to our error). Return shipping costs are not refundable unless the return is due to our error.

6. Exchanges

We accept exchanges for the same product in a different size or color (subject to availability). To request an exchange, follow the return process and specify your exchange preference.

We will ship the replacement product at no additional cost if the exchange is due to our error. Otherwise, standard shipping charges apply.

7. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at support@nineplus.online with photos of the damage or defect.

We will arrange for a replacement or full refund (including shipping costs) at no additional charge to you.

8. Wrong Item Delivered

If you receive the wrong product, please contact us within 7 days of delivery. We will arrange for the correct product to be shipped to you and provide a prepaid return label for the incorrect item.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

1. Check your bank account or payment provider again
2. Contact your payment provider, as processing times vary
3. Contact us at refunds@nineplus.online if the issue persists

10. Payment Disputes

If you have a payment-related dispute, please contact us first at support@nineplus.online before initiating a chargeback with your payment provider. We are committed to resolving issues fairly and promptly.

Chargebacks initiated without prior communication may result in suspension of your account and legal action to recover costs.

11. Consumer Rights

This Refund Policy does not affect your statutory rights under Hong Kong law, including the Sale of Goods Ordinance (Cap. 26). If you believe your consumer rights have been violated, you may contact the Consumer Council at www.consumer.org.hk.

12. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated revision date. Policies applicable to your purchase are those in effect at the time of purchase.

13. Contact Us

For questions about returns or refunds, please contact us at:

Email: returns@nineplus.online
Customer Service: support@nineplus.online
Address: Hong Kong