Returns & Exchanges Policy

Returns & Exchanges Policy

Last updated: 20-10-2024

At Ninemix, we are committed to ensuring that our customers are satisfied with their purchases. This policy outlines your rights regarding returns, refunds, and exchanges, in accordance with Australian Consumer Law (ACL).

1. Consumer Rights

Under Australian Consumer Law, you are entitled to a remedy if the product:

  • Is faulty or has a defect.
  • Does not match the description or is significantly different from the advertised product.
  • Is not fit for its intended purpose.

These rights cannot be excluded. Depending on the situation, you may be entitled to a repair, replacement, or refund.

2. Return Period

You may request a return within 30 days from the date of receiving your order. After this period, we may not be able to offer you a refund or exchange, except in cases where the product is faulty or not as described, in line with your rights under ACL.

3. Conditions for Returns

To be eligible for a return, the item must:

  • Be unused and in the same condition in which you received it.
  • Be in the original packaging.

Non-returnable items include:

  • Perishable goods (e.g., food, flowers).
  • Intimate or sanitary products (unless faulty).
  • Gift cards.
  • Downloadable software products.

Note: If any of these items are defective or not as described, they are still eligible for a refund or replacement under ACL.

4. Return Process

To initiate a return, please:

  • Contact our customer support team at contactus@ninemix.com with your order number and details about the item.
  • Once your return is approved, we will provide you with return instructions.

5. Return Shipping Costs

If the product is being returned due to a fault or error on our part (e.g., defective item or wrong item received), we will cover the cost of return shipping. If the return is for other reasons (e.g., change of mind), the customer is responsible for return shipping costs.

6. Refunds

Once we receive and inspect the returned item, we will notify you by email. You will be informed whether your refund is approved or denied.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment. Please allow 30 days business days for the refund to reflect in your account.

Note: Refunds are provided in line with your rights under ACL and will be issued if the product is faulty, not as described, or does not perform as expected.

7. Late or Missing Refunds

If you haven't received your refund yet:

  • First, check your bank account again.
  • Then, contact your credit card company; it may take some time for the refund to officially appear.
  • Contact your bank, as there might be a processing time before a refund is posted.

If you’ve followed these steps and still have not received your refund, please contact us at contactus@ninemix.com.

8. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at contactus@ninemix.com and we will assist you.

9. Sale Items

Items purchased on sale or at a discount are eligible for a refund or replacement if they are defective, faulty, or not as described, in accordance with Australian Consumer Law.

10. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return. If the item was not marked as a gift or was sent to the original purchaser, we will issue the refund to the original purchaser.

11. Shipping

To return your product, please contact us at contactus@ninemix.com for shipping instructions.

Note: If you are returning an item over $100, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee the receipt of your returned item.