Refund policy
Refund & Return Policy
Last updated: 02/07/2026
Because everything at NinetyNine is made to order specifically for you, we handle returns and refunds a little differently from standard retail. Please read this carefully before placing your order.
Made to Order
Every product we sell is printed and produced especially for your order. This means we are unable to accept returns or offer refunds for change of mind, incorrect sizing selected by the customer, or if you simply decide you no longer want the item. We encourage you to review your size, design, and order details carefully before confirming your purchase.
When We Will Replace or Refund
Production Errors (Our Fault)
If your order arrives with a clear production defect such as a printing error, misaligned design, wrong item sent, or a damaged product we will replace it at no charge to you.
To process your claim, please:
- Contact us within 7 days of receiving your order
2. Send a clear photo or video showing the issue
3. Include a written description of what went wrong
4. Email everything to info@ninetynine.co.za with your order number
We will review your claim and respond within 2–3 business days. If approved, a replacement will be arranged.
Damaged in Transit
If your order arrives visibly damaged, please photograph the packaging and product immediately upon opening and contact us within **48 hours** at info@ninetynine.co.za. We will arrange a replacement.
Printing Quality Concerns
We take quality seriously. If you feel the print on your item falls below a reasonable standard, send us photos and a description and we will review your case. Where the concern is valid, we will work with you either through a replacement or store credit.
What We Cannot Refund or Replace
- Items where the incorrect size or colour was selected by the customer at checkout
- Minor colour variations between screen and print, colours may appear slightly different on screen versus the final product; this is a normal part of the digital-to print process and is not considered a defect
- Claims made more than 7 days after delivery
- Items showing signs of wear, washing, or misuse
- Returns sent back without prior approval from us
Store Credit
In cases where a full replacement is not possible, we may offer store credit at our discretion. Each case is assessed individually.
Contact
All return and refund queries must be sent to info@ninetynine.co.za. Please include your order number, a description of the issue, and supporting photo or video evidence. We aim to respond within 2–3 business days.