Refund policy

At 9Matters, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, we offer hassle-free returns within 30 days of delivery. Please review the following guidelines to ensure a smooth return process:

Eligibility:

- To be eligible for a return, your item must be unused, unworn, and in the same condition as received. It must also be in the original packaging with tag. 

Return Process:

1. Contact our customer service team at contact.9matters@gmail.com or message us on viber 09178231434 to request a return authorization (RA) number.

2. Once your return request is approved, we will provide you with instructions on how to return the item.

3. Pack the item securely in its original packaging and include the RA number on the package.

4. Ship the item back to us using a trackable shipping method. The return shipping costs are the responsibility of the customer, unless the return is due to an error on our part or a defective item.

Refunds:

- Once your return is received and inspected, we will process a refund to the original method of payment within 7-10 business days. Please note that shipping fees are non-refundable.

- If you paid for your order using a gift card, store credit, or promotional code, the refund will be issued in the form of store credit.

Exchanges:

- If you would like to exchange an item for a different size, color, or style, please follow the return process outlined above and indicate your exchange request when contacting our customer service team. Exchanges are subject to product availability and with additional cost ℅ customer.

Damaged or Defective Items:

- If you receive a damaged or defective item, please contact our customer service team immediately for assistance. We will arrange for a replacement or refund as needed.

Contact Us:

- If you have any questions or concerns about our returns policy, please contact our customer service team at contact.9matters@gmail.com. We're here to help!