Refund and Return Policy of Ninetopix

Effective Date: February 17, 2025

At Ninetopix, we are dedicated to providing high-quality sunglasses and exceptional customer service. Your satisfaction is important to us, and we understand that sometimes you may need to return or exchange your items. Our Refund and Return Policy outlines the steps for returning products, requesting refunds, and exchanging items to ensure a smooth and hassle-free process. Please read this policy carefully to understand how we handle returns, refunds, and exchanges.

1. Return Policy

We offer a 30-day return policy for most products, which means you can return any item purchased on Ninetopix within 30 days of receiving your order. To be eligible for a return, the following conditions must be met:

  • The item must be in new, unused condition with no signs of wear or damage.
  • The item must be returned in its original packaging with all included accessories, tags, and documentation.
  • The return request must be made within 30 days of receiving the item.

To initiate a return, please contact our customer service team at info@ninetopix.xyz. You will need to provide your order number, a description of the product, and the reason for the return. Our team will provide you with a return authorization number and return instructions.

2. Refund Policy

Once we receive and inspect your returned item, we will process your refund to the original payment method. Please note the following:

  • Refund Processing Time: Refunds are typically processed within 7-10 business days of receiving the returned product.
  • Refund Amount: We will refund the purchase price of the item. Shipping fees are non-refundable, unless the return is due to an error on our part, such as receiving a defective or incorrect item.
  • Condition of Return: To qualify for a full refund, the item must be returned in resalable condition, unused, and with its original packaging. Items that are opened, used, or damaged due to customer mishandling may be subject to a restocking fee or may not be eligible for a refund.

3. Defective or Damaged Items

If you receive a damaged or defective item, we will work quickly to resolve the issue. In such cases, please follow these steps:

  1. Notify Us: Contact our customer support team within 7 days of receiving the damaged or defective item. Provide your order number, product name, and photos of the damage or defect.
  2. Return Process: We will issue you a prepaid return label to return the item at no cost. You can return the item to us using the label provided.
  3. Replacement or Refund: Once we receive the returned damaged or defective item, we will send you a replacement or issue a full refund, depending on your preference.

We aim to resolve these issues quickly to minimize any inconvenience.

4. Non-Returnable Items

There are certain items that we are unable to accept returns on. These include:

  • Used or opened items that are no longer in resalable condition.
  • Custom or personalized products.
  • Gift cards or digital products (if applicable).
  • Sale or clearance items marked as final sale.

Please review the product description and details carefully before purchasing to ensure that the item is eligible for return.

5. Exchange Policy

Currently, we do not offer direct exchanges. If you wish to exchange a product for another, you will need to follow these steps:

  1. Return the Original Item: Initiate a return as per the guidelines in our Return Policy.
  2. Place a New Order: After your return is processed and your refund is issued, you can place a new order for the item you want to exchange it for.

Please note that we cannot guarantee the availability of specific items, so we recommend placing a new order as soon as possible.

6. Return Shipping Costs

  • Customer-Caused Returns: If you are returning an item due to reasons other than an error on our part (e.g., you changed your mind or ordered the wrong item), you will be responsible for the return shipping costs.
  • Damaged or Incorrect Items: If the return is due to receiving a damaged or incorrect item, we will cover the return shipping fees and provide you with a prepaid return label.

We recommend using a trackable shipping service for returns to ensure the safe delivery of your package. Ninetopix is not responsible for items lost or damaged during return shipping if you do not use a trackable service.

7. Late or Missing Refunds

If you haven’t received your refund after the stated processing time, please first check with your bank or payment provider. Refunds may take a few additional business days to show up in your account due to banking processing times.

If you have done so and still have not received your refund, please contact us at info@ninetopix.xyz, and we will assist you in resolving the issue.

8. Order Cancellations

Orders can only be canceled if they have not yet been processed for shipping. If you wish to cancel an order, please contact us immediately at info@ninetopix.xyz. If the order has already been shipped, you will need to follow the Return Policy to return the item.

9. Customer Responsibilities

  • Return Shipping: If you are returning an item for reasons unrelated to an error on our part, you are responsible for paying for the return shipping costs.
  • Condition of Return: Please ensure that the item is properly packaged for return. If the item is damaged during return shipping due to improper packaging, we may not be able to process your return.

10. Changes to This Refund and Return Policy

We reserve the right to update or modify this Refund and Return Policy at any time. Any changes will be reflected on this page with an updated “Effective Date.” We encourage you to review this policy periodically to stay informed of any updates or changes.

11. Contact Us

If you have any questions or concerns regarding our Refund and Return Policy, or need assistance with a return or refund, please feel free to contact us:

  • Email: info@ninetopix.xyz
  • Phone: 310-458-2927
  • Address: 2687 Armbrester Drive, Santa Monica, California, United States

Thank you for choosing Ninetopix. We are committed to providing high-quality products and excellent customer service. Should you have any questions or require further assistance, our team is here to help.