Returns & Refund Policy

At NINENINENINE, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Change of Mind Returns

We accept change of mind returns within 7 days of your order being delivered.

To be eligible for a return, your item must:

• Be unused, unopened, and in its original packaging.

• Be in the same condition that you received it.

• Include proof of purchase (order confirmation or receipt).

For hygiene reasons, we cannot accept returns on any beauty products that have been opened, used, or where the hygiene seal or packaging has been broken, unless the product is faulty or required under Australian Consumer Law.

Customers are responsible for all return shipping costs. We recommend using a tracked postage service, as we cannot be responsible for items lost in transit.

Once your return has been received and inspected, we will notify you of the outcome. Approved change of mind returns will be refunded to your original payment method or, where agreed, issued as store credit.

Original shipping charges are non-refundable.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, defective, or you receive the incorrect item, please contact us within 3 days of delivery.

Please include:

• Your order number.

• A description of the issue.

• Clear photos of the product and packaging.

Once assessed, we may offer one of the following:

• A replacement product.

• A full refund.

• Store credit.

We may request that the faulty item be returned before processing your claim. If the product is confirmed to be faulty or incorrect, we will cover any reasonable return shipping costs.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

If a product has a major fault, you are entitled to a replacement or refund. If the fault is minor, we may choose to repair or replace the product in accordance with the ACL.

How to Request a Return

To request a return, please email us at [your email address] within the applicable return period.

Please include:

• Your full name.

• Order number.

• Reason for the return.

• Photos (if applicable).

We aim to respond to all return requests within 2 business days.

Non-Returnable Items

The following items cannot be returned unless they are faulty or required under Australian Consumer Law:

• Opened or used lash products.

• Opened adhesives or removers.

• Opened beauty tools where hygiene has been compromised.

• Gift cards.

• Clearance or final sale items (unless faulty).

Thank you for supporting our small business. We genuinely appreciate every order and will always work with you to resolve any issues fairly and in accordance with Australian Consumer Law.