Returns & Refunds Policy

Last updated: February 2026

At UKNINE, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures in accordance with UK consumer protection laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

By placing an order on our website, you agree to the terms outlined below.

1. Right to Cancel (14-Day Cooling-Off Period)

If you are a customer in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving your items, without providing a reason.

The cancellation period expires 14 days after the day you (or a third party indicated by you) receive the goods.

To exercise your right to cancel, you must notify us by email at uknineecom@gmail.com with your order number and clear statement of cancellation.

2. Conditions for Returns

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition that you received it

  • The item must be returned in its original packaging, where possible

  • Proof of purchase (order number or receipt) must be provided

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

The following items are not eligible for return:

  • Items that have been used, damaged, or altered after delivery

  • Items returned without prior notification

  • Personalised or custom-made products (if applicable)

  • Products that are not suitable for return due to hygiene reasons once opened

4. Return Process

To initiate a return, please contact us at uknineecom@gmail.com with:

  • Your order number

  • Reason for return

  • Photos of the item (if damaged or incorrect)

We will provide return instructions once your request has been approved.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

5. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not as described, please contact us within 48 hours of delivery with clear photos.

In such cases, we will offer:

  • A full refund, or

  • A replacement at no additional cost

In accordance with UK consumer law, return shipping costs will be covered by UKNINE for faulty or incorrect items.

6. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to the original payment method

  • Refunds will be issued within 14 days of receiving the returned item or proof of return

Shipping costs are non-refundable unless the return is due to a fault or error on our part.

7. Late or Missing Refunds

If you have not received your refund within the stated timeframe, please:

  1. Check your bank or payment provider again

  2. Contact your card issuer or payment provider

  3. Contact us at uknineecom@gmail.com for assistance

8. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact us with your order details.

9. Delivery Delays

Delivery times provided are estimates only. Delays caused by carriers, customs, or circumstances beyond our control do not automatically qualify for refunds.

However, we will always work with you to find a fair and reasonable solution.

10. Governing Law

This policy is governed by and interpreted in accordance with the laws of England and Wales.

11. Contact Information

For any questions regarding returns or refunds, please contact us:

Email: uknineecom@gmail.com

Thank you for shopping with UKNINE.