Refund policy
Our promise
We want you to be happy with what you bought. If you are not, you have 30 days from the day your order arrives to request a refund.
What we need
To be eligible for a refund, the item must be:
- in the same condition you received it, unworn and unused
- in its original packaging
- accompanied by your receipt or other proof of purchase
Start by emailing us
Please contact us before sending anything back:
the9thhoursupport@gmail.com — include your order number and which item you would like to return.
We will reply with next steps. Do not post an item back before you hear from us. Our items ship from several different suppliers, so the correct return address depends on what you bought. A parcel sent to the wrong address cannot be recovered or refunded.
Items under $35 — no return needed
If the item cost less than $35, we will refund you without asking you to send it back. Email us, tell us what went wrong, and in most cases we will process the refund straight away and you can keep, donate or dispose of the item as you wish.
We do this because return postage on a low-cost item often costs more than the item itself, and we would rather resolve it quickly than put you to that trouble.
We may occasionally ask for a photo before refunding, and we reserve the right to ask for the item back where a pattern of claims suggests the policy is being misused.
Items $35 and over
For items of $35 or more we will ask you to return the item. Email us first and we will send the correct return address.
Unless the item arrived damaged, faulty or not as described, return postage is the customer's responsibility. We recommend a tracked service — we cannot refund a return that does not arrive.
Damaged, faulty or wrong items
If your order arrives damaged, defective, or is not what was pictured, email us within 30 days with your order number and a photo. We will replace it or refund you in full, including any shipping you paid. You will never be asked to pay return postage for an item that arrived in that condition.
Items we cannot refund
- Personalised and custom-made items — anything printed with a name, face or custom text, and made-to-order products such as custom-size curtains. These are produced specifically for you and cannot be resold.
- Opened candles, essential oils and other consumables, once used.
- Eye masks, pillowcases and sleepwear that have been worn or washed, for hygiene reasons. Unworn items with their original packaging are fine.
- Gift cards.
If an item in one of these categories arrives damaged or faulty, the section above still applies — these exclusions cover change of mind, not defects.
Cancellations
If you change your mind before your order ships, email us as soon as possible and we will cancel it and refund you in full. Once an order has gone to the supplier we may not be able to stop it, but tell us anyway and we will do what we can.
How refunds are issued
Approved refunds go back to your original payment method. We process them within 3 business days of approving your request. Your bank or card issuer may take a further 5 to 10 business days to show the money in your account — that part is outside our control.
If more than 15 business days have passed since we told you your refund was approved, please contact us.
Late or missing refunds
Check your bank account first, then contact your card company, as there is often processing time before a refund posts. If you have done both and still have not received it, email the9thhoursupport@gmail.com and we will chase it.
Contact
Email: the9thhoursupport@gmail.com Phone: (409) 594-2357 Address: 3531 County Road 509, Kirbyville, TX 75956