Returns & Exchanges
Eligible items returned in accordance with our policy may be refunded or exchanged within 30 days of receipt.
Request a return
To request a return, open your order from your order confirmation email, or sign in using the account icon at the top of our website. Select the order, choose Request return and submit your request.
We will review your request and contact you promptly with return instructions. Refunds are processed after the returned items have been received and approved.
If you cannot see the return option, need an exchange or have another question, please use the form below. Please wait for our return instructions before sending your parcel.
Exchanges (Free Exchange Policy)
We are pleased to offer one complimentary exchange per order within the 30-day return window.
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Exchange shipping within the UK is free of charge
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International exchange shipping is reviewed on a case-by-case basis
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Exchanges are subject to stock availability
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Please use the form below before returning your item so we can arrange the exchange for you
Refunds
Refunds are available on eligible items that meet our return conditions.
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Return shipping costs are the responsibility of the customer
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Original delivery charges are non-refundable under our voluntary return policy, unless the item is faulty or incorrect. Where you exercise your statutory right to cancel an online order, we refund the standard delivery charge as required; any extra cost for an upgraded delivery service is not refundable.
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Refunds will be issued to the original payment method
Once your return is received and approved, refunds are processed within 5–7 working days.
Custom Items
Custom or made-to-order items are non-returnable and non-exchangeable, unless faulty.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible using the form below.
We will arrange a complimentary return or replacement at no additional cost. Please include your order number and a description of the issue. You can add a link to clear photographs in the form, or we will contact you to arrange them so we can assess the issue. Reporting delivery damage promptly helps us investigate; there is no 48-hour cut-off for your statutory rights.
For problems developing after delivery, see our six-month warranty and Repairs & Aftercare guidance. The warranty does not limit your statutory rights.
How to Return
UK Orders
Please submit a return request from your order before returning any item. We will contact you with return instructions and ensure your return is correctly processed. If you need help, use the form below.
International Orders
Returns must be sent via a tracked service. Please include your order number and contact details.
Ninemoo cannot be held responsible for lost or untracked parcels.
Final Notes
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Returns sent without prior contact may not be accepted
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Proof of postage should be retained until your return is confirmed
If you have any questions, our team is happy to help through the form below.
This policy is in addition to your statutory rights and does not affect them.
How can we help?
For exchanges, repairs, warranty enquiries or help with a return, leave your details below. Our team will reply to the email address you provide.