Refund policy
Nine Gears / Returns & refunds
A clear route to your return
Changed your mind, or something not quite right? We are here to help. Eligible standard products have a 30-day return-request window from delivery, alongside the consumer rights that apply to your purchase.
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Request a return
Email support@ninegears.com within 30 days of delivery to request a voluntary return of an eligible standard product. Include your order number, the item you wish to return and the reason for your request.
For change-of-mind returns, items should be unused, uninstalled, complete and in suitable condition, with original components and packaging where reasonably applicable. These conditions do not restrict your statutory rights concerning faulty or misdescribed goods or legally protected cancellations.
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Return authorisation & location
Contact us before sending an item back. We will provide authorisation, packing instructions and the appropriate return destination. Authorised regional facilities in the US, UK, Germany or Australia may be available depending on the product and order.
Our Wyoming registered business address is not a return destination. Please use the address provided in your return instructions and keep your proof of postage and tracking information.
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Return shipping & restocking
For voluntary change-of-mind returns, customers pay return shipping where legally permitted. A discretionary 15% restocking fee may apply where legally permitted and disclosed. We will explain any applicable charges when arranging your return.
No restocking fee applies to defective, damaged, incorrect or materially misdescribed goods. A restocking fee will not be applied to legally protected cancellations or any other case where it would conflict with your consumer rights.
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Available-to-order products
Available to Order describes a product's availability and preparation requirements. Standard ready-made products sourced after your purchase are not automatically custom-made and are not automatically excluded from returns. Your statutory rights remain unaffected.
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Damaged, faulty or incorrect items
If your item arrives damaged, defective, incorrect or materially different from its description, email us with your order number and details of the issue. Photographs or video of the item and packaging can help us assess the problem.
We will investigate and arrange an appropriate repair, replacement or refund in accordance with applicable law. We will explain any necessary return arrangements. Our 12-month limited warranty provides additional cover for qualifying manufacturing defects and does not replace your statutory rights.
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Cancellations & refunds
To request a cancellation, email us as soon as possible with your order number. If an order has already been dispatched, a return may be necessary. Contacting us promptly helps us explain the available next steps; it does not limit any cancellation rights you have by law.
Once a return is received, we will assess it and notify you of the outcome. Eligible refunds are issued to the original payment method within 10 business days after we receive your returned item, or sooner where required by applicable law. Where the law requires a refund before inspection or permits proof of return instead of receipt, those requirements take precedence. Your payment provider may take additional time to display the funds.
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Your consumer rights
This voluntary policy is additional to your statutory consumer rights. Nothing in this policy limits legally applicable cancellation, return, repair, replacement or refund rights. Where local consumer law gives you more favourable rights or requires different time limits, those rights apply.
Questions about a return? Email support@ninegears.com or call +1 (307) 313-2588.