Refund policy

At 9dunes, every piece is carefully handcrafted in small quantities. We hope you love your jewellery, but if something is not right, please contact us and we will do our best to help.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, the item must be:

  • unworn and unused;
  • in the same condition as received;
  • returned in its original packaging;
  • accompanied by proof of purchase.

To start a return, please contact us at hello@9dunes.com with your order number and reason for return.

Return shipping

Unless the item is defective, damaged, or incorrect, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service, as 9dunes cannot be responsible for items lost or damaged during return shipping.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong piece, contact us as soon as possible at hello@9dunes.com with photos and your order details.

We will review the issue and offer a suitable solution, such as repair, replacement, or refund, depending on the situation.

Non-returnable items

Certain items cannot be returned, including:

  • personalised jewellery;
  • made-to-order pieces, if created and personalized specifically for you;
  • items that have been worn, used, altered, damaged, or not returned in their original condition;
  • gift cards, if applicable.

Exchanges

We do not offer direct exchanges at the moment.

The fastest way to receive a different item is to return the original item first. Once the return is accepted, you can place a new order for the piece you would like instead.

Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or payment provider to process the refund.

Original shipping costs are non-refundable, unless the item was defective, damaged, or incorrect.

Questions

For any questions about returns or refunds, please contact us at:

hello@9dunes.com