Refund policy
RETURN & REFUND POLICY
Last Updated: September 17, 2026
At After Nine, we want you to shop with confidence.
Because many of our products are personal-use, wearable, customized, or intimate lifestyle accessories, certain products may be subject to additional return restrictions for hygiene, safety, and resale-quality reasons.
This Return & Refund Policy applies to purchases made directly through After Nine.
Nothing in this Policy excludes, restricts, or limits any mandatory consumer right or remedy that cannot legally be excluded under applicable law.
1. RETURN ELIGIBILITY
For eligible non-defective products, please contact us within 14 days of delivery if you wish to request a return or exercise an applicable right of withdrawal.
To qualify for a voluntary change-of-mind return, the product should generally be:
• Unused and unworn;
• Unwashed and unaltered;
• Undamaged;
• In its original condition;
• Free from stains, odors, cosmetic residue, scratches, or other signs of use;
• Returned with its supplied accessories and components.
Where reasonably possible, please also retain the original product packaging.
Opening ordinary external shipping packaging does not by itself make a product ineligible for return.
Different rules may apply to hygiene-sensitive, sealed, customized, personalized, defective, damaged, or incorrect products as explained below.
Please contact us before sending a product back so that we can provide the appropriate return instructions.
Our return procedure does not limit any statutory right to cancel or return an order.
2. HYGIENE AND PERSONAL-USE PRODUCTS
For health, hygiene, and safety reasons, certain sealed personal-use or intimate products may not be eligible for change-of-mind returns once the applicable hygiene seal, tamper-evident seal, or protective hygiene packaging has been opened or removed, where permitted by applicable law.
Products that have been worn, used, or tested in a manner involving direct bodily contact may also be ineligible for change-of-mind returns where they cannot reasonably be resold for hygiene reasons and applicable law permits the restriction.
Removing ordinary external shipping packaging does not automatically make a product non-returnable.
Any hygiene-related return restriction will apply only where legally permitted.
This section does not affect your rights where a product is defective, damaged, incorrect, unsafe, materially misdescribed, or otherwise non-conforming.
3. CUSTOMIZED AND PERSONALIZED PRODUCTS
Products made to your specifications or specifically customized, engraved, personalized, resized, monogrammed, or modified for you are generally not eligible for change-of-mind cancellation or return where permitted by applicable law.
This may include:
• Custom lettering or personalized text;
• Engraving;
• Custom sizing where a product is specifically manufactured or altered for you;
• Special-order configurations;
• Customer-requested modifications.
Please carefully review all spelling, sizing, configuration, and customization information before submitting your order.
We are not responsible for errors contained in customization information submitted and approved by the customer, except where applicable law provides otherwise.
Customized products remain eligible for any legally required remedy if they arrive defective, damaged, incorrect, materially different from what was ordered, or otherwise fail to conform to applicable law.
4. NON-RETURNABLE ITEMS
Unless applicable law requires otherwise, change-of-mind returns are generally not available for:
• Used or worn products;
• Products showing signs of direct bodily contact;
• Qualifying hygiene-sensitive products after the applicable hygiene seal has been opened or removed;
• Customized, engraved, personalized, or specifically made-to-order products;
• Products altered or modified after delivery;
• Products damaged through misuse, improper handling, accident, neglect, or failure to follow applicable care instructions;
• Products returned incomplete where missing components or accessories materially reduce their value;
• Gift cards;
• Products expressly identified before purchase as final sale where such a restriction is legally permitted.
Sale or promotional pricing alone does not remove any statutory rights relating to defective or non-conforming goods.
5. HOW TO REQUEST A RETURN
Before returning a product, please contact:
After Nine
Email: 921102883@qq.com
Please provide:
• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return;
• Clear photographs or video where the product is damaged, defective, incomplete, or incorrect.
We will provide the appropriate return instructions and return address.
Please do not send products to an address shown on the original parcel, shipping label, supplier documentation, or packaging unless we specifically instruct you to use that address.
Returns sent without contacting us first may experience delays in identification and processing.
Where permitted by law, products that do not qualify for return under this Policy may be refused.
This procedure does not affect any statutory right of cancellation or return.
6. RETURN SHIPPING COSTS
For voluntary or change-of-mind returns, customers are generally responsible for the direct cost of returning the product unless applicable law requires otherwise.
For UK and EU/EEA consumers exercising an applicable statutory withdrawal or cancellation right, standard outbound delivery charges will be refunded where required by law.
Additional costs resulting from the customer selecting an enhanced, express, or more expensive delivery method are not refundable to the extent permitted by applicable law.
If a product is defective, damaged upon arrival, materially incorrect, or otherwise subject to a statutory remedy, reasonable return costs will be handled in accordance with applicable law.
We strongly recommend using a tracked shipping service when returning products.
Where the customer selects and arranges the return carrier, we are not responsible for loss, theft, misdirection, or damage occurring during return transit except where applicable law provides otherwise.
7. INSPECTION OF RETURNED PRODUCTS
Returned products may be inspected after receipt.
For voluntary returns, we may refuse the return or, where legally permitted, make an appropriate deduction for diminished value where a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functioning.
This may include products that have been:
• Used or worn;
• Washed;
• Altered;
• Damaged;
• Stained;
• Contaminated;
• Scratched;
• Returned incomplete;
• Handled in a manner that materially reduces their value.
Any deduction or refusal will be made only where permitted by applicable law.
Receiving a returned parcel does not waive any lawful eligibility requirements under this Policy.
8. REFUND PROCESSING
Once we receive and process an eligible return, we will notify you regarding the refund.
Approved refunds will normally be issued to the original payment method used for the purchase.
We do not normally issue refunds to an unrelated card, bank account, payment method, or third party.
Where a statutory cancellation or withdrawal right applies, refunds will be processed within the period required by applicable law.
Where applicable law requires a refund to be processed after we receive evidence that the goods have been returned, rather than after physical receipt of the goods, we will comply with that requirement.
After a refund has been issued by us, your bank, card issuer, PayPal, or other payment provider may require additional time to process and display the funds.
Processing times controlled by independent financial institutions are outside our reasonable control.
Currency conversion differences or exchange-rate movements may affect the amount ultimately displayed by your financial institution where permitted by applicable law.
9. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect your order after delivery.
If your product arrives damaged, defective, incomplete, materially different from its description, or you receive an incorrect product, please contact us as soon as reasonably possible:
Email: 921102883@qq.com
Please provide:
• Your order number;
• A description of the issue;
• Clear photographs of the product;
• Photographs of the packaging where relevant;
• Video evidence where reasonably necessary to assess the issue.
Please retain the affected product and relevant packaging while the claim is being reviewed.
Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, refund, or another legally required remedy.
We may request reasonable evidence necessary to assess the issue.
The 14-day period applicable to voluntary or change-of-mind returns does not limit statutory rights relating to faulty, defective, misdescribed, or otherwise non-conforming goods.
Nothing in this Policy limits any statutory consumer guarantee or mandatory remedy available to you.
10. NATURAL AND MINOR PRODUCT VARIATIONS
Some After Nine products use leather, textiles, coated metals, handmade components, or other materials that may naturally vary.
Reasonable variations may occur in:
• Leather grain;
• Surface texture;
• Shade;
• Stitching;
• Finish;
• Metal appearance;
• Other non-material characteristics.
Product appearance may also vary slightly because of photography lighting, screen settings, device displays, manufacturing tolerances, or production batches.
Such reasonable variations do not automatically constitute defects.
This does not apply where a product is materially different from its description, unsafe, defective, or otherwise fails to conform to applicable legal requirements.
11. INCORRECT SIZE, COLOR, OR PRODUCT SELECTION
Customers are responsible for reviewing product descriptions, measurements, size information, available colors, customization details, and other relevant specifications before purchasing.
Selecting an incorrect size, color, style, specification, or product does not by itself make the product defective.
Where an otherwise eligible, non-personalized product is returned because of an incorrect customer selection, the return will generally be treated as a change-of-mind return.
Applicable return shipping costs may therefore be the customer’s responsibility.
This section does not restrict any statutory right that applies to the transaction.
12. ORDER CANCELLATION
Orders may begin processing shortly after they are submitted.
If you wish to cancel an order, please contact us as soon as possible:
Email: 921102883@qq.com
We cannot guarantee that a voluntary cancellation request can be completed once an order has entered customization, fulfillment, or shipment.
Customized or personalized products may enter production shortly after an order is submitted and may no longer qualify for change-of-mind cancellation once customization has begun where permitted by applicable law.
Any mandatory statutory cancellation or withdrawal rights remain unaffected.
13. REFUSED, UNCLAIMED, OR UNDELIVERABLE PARCELS
Customers are responsible for providing complete and accurate shipping information.
Where permitted by applicable law, reasonable costs actually incurred may be deducted from an otherwise refundable amount where a parcel is returned because:
• The customer supplied an incorrect or incomplete address;
• Delivery was repeatedly attempted but unsuccessful due to circumstances attributable to the customer;
• The parcel was not collected;
• The customer refused delivery without exercising an applicable statutory right or another legitimate basis;
• The customer failed to respond to reasonable delivery requests from the carrier.
This does not apply where the delivery failure is attributable to After Nine, the carrier acting on our behalf where we remain legally responsible, or circumstances for which applicable law places responsibility on us.
A customer’s refusal of delivery because they were unexpectedly asked to pay a tax, customs duty, or import charge that After Nine expressly stated was included in the order price will not automatically be treated as an unauthorized refusal.
Please contact us in such circumstances so that we can investigate.
14. TAXES, DUTIES, AND IMPORT CHARGES
After Nine aims to provide clear and predictable pricing.
Where an order is expressly sold on a taxes-and-duties-included basis, applicable taxes, customs duties, and import charges that After Nine has agreed to bear are incorporated into the pricing or otherwise handled through our applicable tax, customs, carrier, or logistics arrangements.
Customers should not normally be required to pay those covered charges again upon delivery.
If a carrier or customs authority unexpectedly asks you to pay a tax, customs duty, or import charge that our checkout or Shipping Policy expressly stated was included, please contact us before making payment where reasonably possible:
Email: 921102883@qq.com
We will investigate the charge and provide appropriate instructions.
The handling, collection, reporting, or payment of taxes and duties may vary according to destination, order value, product classification, shipping method, and applicable law.
Nothing in this Policy is intended to avoid or transfer any tax obligation contrary to applicable law.
15. EXCHANGES
We do not guarantee direct product exchanges.
Where a product qualifies for return, the simplest way to obtain a different product, size, or style may be to complete the applicable return and place a new order.
Customized, used, or qualifying opened hygiene-sensitive products generally cannot be exchanged for change-of-mind reasons where applicable law permits such a restriction.
This does not affect remedies required by law for defective, damaged, incorrect, or non-conforming products.
16. UNITED KINGDOM CONSUMERS
If you are a consumer in the United Kingdom and applicable consumer legislation provides a statutory right to cancel an eligible online purchase, that right remains unaffected by this Policy.
For qualifying goods, this generally includes notifying us of cancellation within 14 days after receiving the goods and returning the goods within the applicable statutory return period.
Where required by law, we will refund the eligible purchase price and applicable standard outbound delivery charge.
You may remain responsible for the direct cost of returning goods where legally permitted and where you were appropriately informed of that responsibility.
Applicable exceptions may include certain goods made to your specifications or clearly personalized, and qualifying sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery.
Such exceptions will only be applied where the applicable legal requirements are satisfied.
Rights relating to faulty, misdescribed, unsafe, or otherwise non-conforming goods remain unaffected.
17. EU / EEA CONSUMERS
If you are a consumer located in the European Union or European Economic Area and applicable consumer law provides a statutory right of withdrawal, you generally have 14 days from the date on which you, or a third party designated by you other than the carrier, receives the goods to notify us that you wish to withdraw from the contract.
For orders containing multiple goods delivered separately, the applicable period may begin when the final item is received where provided by law.
After exercising a valid statutory withdrawal right, the applicable goods must be returned within the period required by law.
Unless we have agreed otherwise or applicable law requires us to bear the cost, you may be responsible for the direct cost of returning the goods.
Certain products may be exempt from the statutory right of withdrawal where the legal requirements are satisfied, including:
• Goods made to the consumer’s specifications or clearly personalized; and
• Sealed goods not suitable for return for health-protection or hygiene reasons once unsealed after delivery.
These exceptions will only be relied upon where legally applicable.
Nothing in this Policy limits statutory rights relating to defective or non-conforming products.
18. AUSTRALIA AND NEW ZEALAND
Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under applicable Australian or New Zealand consumer law.
A change of mind does not necessarily entitle a customer to a refund under those laws.
Defective, unsafe, materially misdescribed, or otherwise non-conforming products may qualify for repair, replacement, refund, or another applicable remedy depending on the circumstances and applicable law.
19. OTHER JURISDICTIONS
Customers in the United States, Canada, and other jurisdictions may have consumer rights that vary by country, state, province, or territory.
Where applicable consumer law provides a mandatory right or remedy that cannot legally be waived, that right or remedy prevails over any conflicting provision of this Policy.
20. FRAUD, ABUSE, AND PAYMENT DISPUTES
To the extent permitted by law, we may investigate return, refund, or replacement requests where there is reasonable evidence of:
• Fraud;
• False information;
• Manipulated or altered evidence;
• Refund or return abuse;
• Repeated demonstrably abusive claims;
• Unauthorized payment activity;
• Other misuse of our return process.
A voluntary return or refund request does not automatically qualify for approval.
We may request reasonable additional evidence where necessary to verify a claim.
If a chargeback or payment dispute is opened, we may provide the relevant payment provider, financial institution, or other appropriate party with transaction evidence reasonably related to the dispute.
This may include order information, payment records, tracking information, delivery confirmation, customer communications, photographs, and return records.
Nothing in this section restricts a customer’s lawful right to raise a legitimate payment dispute or exercise statutory consumer rights.
21. CONTACT US
For questions about returns, refunds, cancellations, damaged products, or this Policy, please contact:
After Nine
Email: 921102883@qq.com
Business Location: Zhuhai, Guangdong, China
For order-related inquiries, please include your order number and the email address used to place your order.
22. MANDATORY CONSUMER RIGHTS
Nothing in this Return & Refund Policy, our Terms of Service, Shipping Policy, Privacy Policy, or any other store policy excludes, restricts, waives, or replaces any consumer right, guarantee, remedy, or protection that cannot legally be excluded.
Where a provision of this Policy conflicts with mandatory consumer law applicable to a transaction, the mandatory law will prevail to the extent of that conflict.