Return and refund policy

Ninelune| Return and Refund Policy

If dissatisfied with your Ninelune purchase, follow our straightforward procedure for returns and refunds.

1. How do I make a return?

You can make a return by following these steps:

Visit your Ninelune account on Ninelune.com or the app to apply for a refund. If you don’t have an account, click "Save Order" in the Ninelune order email.
Find the relevant order in "Your Orders" and click "Return/Refund."

III. Select the items to be returned and the reason. Provide any required information and click "Next" to continue.

If you don't need to return the item, choose the refund method (Ninelune credit balance or original payment method) and click "Submit."
If you need to return the item, choose a return method. After submitting, we'll provide a return label. Within 90 days of purchase:
Shipping requires payment of transportation fees, and returning customers need to pay for shipping fees, which will be deducted from the refund;
The shipping cost is free, and the first return of the order is free. For the same second and subsequent returns, the customer needs to pay for the shipping cost, which will be deducted from the refund.
Place all returned items in one package with the original barcode for each item.

If a barcode is not found, individually package the item in a transparent bag before placing it in the return package.

After the warehouse receives the items and they pass quality inspection, the refund will be issued.

If you do not receive the refund afterwards, please contact us for further assistance.

VII. Print and paste the return label on the outside of the package. Send your package back from the nearest USPS/UPS location.

VIII. Check the refund status on the order details page or via Ninelune's SMS/email/push notifications.

For further assistance or if you haven’t received a refund, please contact us. Ensure to keep the barcode of each item on your next purchase for a smooth refund.

Return Package Postmark Deadline: Ensure that your return package is postmarked within 14 days of submitting the return, otherwise the return process will be terminated.

2. Is the return shipping free?

Within 90 Days from Purchase: The return process will be based on the shipping status:

1.Paid Shipping: If you paid for shipping, the return shipping fee will be deducted from your refund.

2.Free Shipping:First Return: The first return of the order is free.

Subsequent Returns: For the second and any subsequent returns, a shipping fee of will be deducted from your refund.

Oversized/Overweight Items:

If the shipping was free but the items are oversized or overweight, you can opt for self-return. Pay the shipping fee in advance and then contact us for reimbursement.

Partial Refund Opportunity: When applying for a return, you may have the opportunity to receive a partial refund without returning the item. If you accept this discount, it will count as a free return and be deducted from the total number of free returns available for your order.

Returning Additional Items: If you have already returned items from the order and wish to return more items from the same order, you can do so as long as the 90-day return window has not expired.

Recommendation: We suggest returning all items at once to avoid additional fees and minimize the environmental impact of multiple returns.

Subsequent Return Fees: For the second and subsequent returns of the same order, a shipping fee of $7.99 will be deducted from your refund.

3. Can I return any product I bought on Ninelune?

If you are not satisfied with almost any product purchased on Ninelune, you are eligible for returns and refunds, with only a few exceptions:

Clothing that has been worn, cleaned, or damaged after delivery, or clothing with removed labels or hygiene labels.
Grocery and food items.
Health and personal care products.
Some free gift orders.

4. How long do I have before making a return?

If the item meets the return and refund conditions, you can return it within the 90-day return window after purchase.

You need to return the package within 14 days after submitting the return request during the return window. From the date of purchase, you are not allowed to return the item after the 90-day window period.

5. Refunds

6. Refunds for Returned Items

We will process your refunds after we receive the items and they pass quality inspection.

Refunds for Missing Items

Find the corresponding order in the support center, then select "missing item/parts" to apply for a refund, or contact customer service/the provider for help.

III. Refunds for a Package Showing as Delivered but Not Received

Find the corresponding order in the support center, then select "package shows delivered but not received" to apply for a refund, or contact customer service/the provider for help.

Refund Processing Time

Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee is not refundable if your return is not a result of Ninelune's or the provider's fault. The insurance costs, if any, are also non-refundable.

Refunds to Ninelune

Refunds to Ninelune credits are faster than to your original payment method.

Ninelune credits have no expiration date.

Refunds to Ninelune cannot be reversed once processed.

For more information about Ninelune credits, please visit: About credit balance.

Advanced Refunds

You may receive an advanced refund, where we will issue the refund after you drop off your return package. If we don't receive the returned items, we may charge your original payment method. The advanced refund will be granted based on your shopping history and at our sole discretion.

VII. Instant Refunds

You may receive an instant refund, where we will issue the refund before you have returned the items. If we don't receive the return items, we may charge your original payment method. The instant refund will be granted based on your shopping history and at our sole discretion.

7. Refund Time

Once we process your refund, your financial institution will need additional time to provide the funds in your account.

8. Important Notice

9. Return Address

The sender's address on your package is NOT the return address. If you send the return package to that address, the processing time for your return may be delayed. You should only send the return package to the address on the return label we provide.

Accidental Inclusion of Wrong Items

Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned, and we do not store or provide refunds for such items.

Contact Information

If you have any questions regarding returns or this policy:

For items shipped from Ninelune: Please contact our customer service.

For items shipped from providers: Please reach out to the provider by navigating to "Return Details" and selecting "Contact the provider".