Nine Studio — Hassle-Free Returns & Refunds

At Nine Studio, we believe shopping should be stress-free from start to finish — including returns. If you’re not completely satisfied with your order, no problem! We’re here to make it right.

Your Statutory Rights (UK)

These terms sit alongside — and never replace — your legal rights as a consumer in the United Kingdom.

•       Under the Consumer Contracts Regulations 2013, if you bought online or by phone you have the right to cancel your order within 14 days of receiving it, for any reason, and return it for a refund — even if you simply changed your mind. Certain items are exempt (see “Final Sale & Exempt Items” below).

•       Under the Consumer Rights Act 2015, any item that is faulty, not as described, or not of satisfactory quality can be returned for a repair, replacement or refund, regardless of any other policy on this page or any “Final Sale” label.

Nothing in this policy limits these rights. Our 30-day window below is offered in addition to them.

⚠️ Customer Resolution Process — Please Read First

If something goes wrong with your order, we’d genuinely like the chance to fix it before you escalate. We ask — but cannot and do not require — that you contact Nine Studio directly at info@nine-studio.com before raising a chargeback or payment dispute with your bank, card issuer or payment provider (such as Visa, Mastercard, American Express, PayPal or Mollie).

Our commitment to you:

•       We acknowledge every customer message within 1 business day.

•       We provide a substantive response or resolution within 7 business days.

We kindly ask that you:

1.     Contact us first, in writing, at info@nine-studio.com with any issue regarding your order — including delivery concerns, damaged or missing items, refund requests or returns.

2.     Give us a reasonable opportunity (ideally 7 business days from your first message) to respond and propose a resolution.

3.     Where an item hasn’t arrived, allow us to help with tracking, carrier enquiries or a replacement before raising a non-receipt dispute.

Your statutory protections always remain intact. Nothing in this section limits or waives any right you have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, the chargeback schemes operated by your card provider, Section 75 of the Consumer Credit Act 1974, the PayPal Buyer Protection programme, or any other mandatory consumer-protection law that applies to your purchase. The sole purpose of this section is to set out the resolution process we’d like to follow together — you are always free to contact your bank or card issuer if you prefer.

✅ 30-Day Return Window

You can return your order within 30 days of the delivery date, as long as all tags are still attached and the item is unused and in its original condition. 

🔁 Quick & Easy Returns

Returning an item is simple. Just email us at info@nine-studio.com with:

•       Your order number

•       A brief explanation of the return reason 

•      Photo evidence, if the item is damaged or faulty

We’ll guide you through the rest.

All approved returns must be sent to our central warehouse, where refunds are processed. Customers are responsible for return shipping costs, unless the item is faulty, incorrect, or you are exercising your statutory 14-day right to cancel where we have not offered free returns. We’ll respond within 2–3 business days with the next steps, including the return address of our warehouse.

🔄 Refunds & Exchanges

For full-priced items, you can choose between:

•       A full refund

•       A free exchange

Refunds are normally processed after we receive and inspect the returned item. Where you are exercising your statutory 14-day right to cancel, we will refund you within 14 days of receiving the returned goods (or of you providing proof of return, whichever is sooner), including standard delivery costs as required by law.

🚫 Final Sale & Exempt Items

Some items cannot be returned simply because you’ve changed your mind. Under UK law, the 14-day right to cancel does not apply to:

•       Items made to your specifications or clearly personalised

•       Sealed goods that are not suitable for return for health or hygiene reasons, once the seal has been broken after delivery

•       Sealed audio, video or software products, once the seal has been broken

Items marked as “Final Sale” cannot be returned for a change of mind. However, this never affects your statutory rights: any Final Sale or exempt item that arrives damaged, faulty, or not as described can still be returned for a repair, replacement or refund under the Consumer Rights Act 2015.

🧾 In Case of Issues (Damaged / Wrong Item / Delivery Concerns)

If your order arrives damaged, incorrect (wrong item, colour or size), or appears to be missing or delayed, please contact us at info@nine-studio.com as soon as you reasonably can — ideally within 48 hours of delivery, though reporting later will not affect your statutory rights. The sooner you reach out, the faster we can help. In most cases, no return is required — just get in touch and we’ll make it right.

Contacting us first gives us the chance to resolve your concern quickly. You remain free to contact your bank or card provider at any time; doing so is your right and will never affect how we treat you as a customer.

❌ Returns We Can’t Accept

Outside your statutory 14-day cancellation right, we cannot process returns if:

•       The product was delivered correctly and is not faulty, and the 14-day statutory cancellation window has passed

•       The item shows signs of use beyond what’s necessary to inspect it, or the tags have been removed

•       The item is a Final Sale or exempt item (see above) and is not damaged, faulty or mis-described

📩 How to Start a Return

Email info@nine-studio.com with:

•       Your order number

•       A short description of the issue

•       (Optional) Photos or videos, if applicable

We’ll get back to you within 2–3 business days.

🕒 Order Cancellations

Orders can be cancelled within 15 minutes of being placed, after which they are automatically processed for fulfilment. Please note this is separate from your statutory 14-day right to cancel online orders after delivery, which always applies to eligible items.