Refund & Returns Policy

Refund and Returns Policy

The Ninevites Last updated: 16 June 2026

1. Overview

We want you to be happy with your piece. This policy explains your options if you change your mind about a purchase, or if something arrives faulty or damaged. It works alongside our Terms and Conditions and should be read together with them.

2. Change-of-Mind Returns (Ready-Made Items)

2.1 If you purchase a ready-made (in-stock) item and simply change your mind, you may return it within seven (7) calendar days of delivery for a refund, provided it is unused, unwashed, and returned in its original packaging with all tags attached.

2.2 You are responsible for the cost of returning the item to us, unless it is faulty (see Section 4 below).

2.3 To start a change-of-mind return, email us at contact@theninevites.com with your order number before sending anything back, so we can confirm the return and give you the correct return address.

3. Made-to-Order and Commissioned Pieces

Rugs, blankets, or other pieces that are handwoven to your specification — your chosen size, colourway, or design — are made specially for you and are not eligible for change-of-mind returns once production has begun. This is consistent with our Terms and Conditions and South African e-commerce law, which excludes personalised goods from the standard cooling-off right. If you’re unsure whether your piece falls into this category, check with us before ordering.

4. Faulty or Damaged Items

4.1 If your item arrives damaged, or develops a genuine fault, you have rights under the Consumer Protection Act 68 of 2008, which provides an implied warranty of quality for six (6) months from the date of delivery.

4.2 Please contact us at contact@theninevites.com within 48 hours of delivery for transit damage, or as soon as you notice a fault, and include photos of the item and its packaging. We’ll work with you to arrange a repair, replacement, or refund, depending on the nature of the issue.

4.3 We cover the cost of return shipping for confirmed faulty or damaged items.

4.4 Because our pieces are handwoven, small variations in colour, texture, or pattern placement compared to the product photos are a natural result of the handmade process and are not considered faults.

5. Items That Cannot Be Returned

The following are not eligible for change-of-mind return, except where faulty:

• Made-to-order or commissioned pieces (see Section 3)
• Items marked as final sale or clearance at the time of purchase
• Items that have been used, washed, or altered after delivery
• Gift cards (if applicable)

6. How Refunds Are Processed

6.1 Once we receive and inspect your returned item, we’ll email you to confirm whether the refund has been approved.

6.2 Approved refunds are issued to your original payment method and may take [insert number, e.g. 5–10] business days to reflect, depending on your bank or payment provider.

6.3 If a return doesn’t meet the conditions in Section 2.1 (for example, it’s used or missing packaging), we’ll let you know and may send the item back to you instead of refunding it.

7. Exchanges

If you’d like a different size or colourway rather than a refund, let us know when you contact us about your return — we’ll do our best to arrange an exchange, subject to stock or weaving availability.

8. Late or Missing Refunds

If you haven’t received a refund within the timeframe above, please check with your bank first, as processing times vary. If it’s still missing after that, contact us at contact@theninevites.com and we’ll look into it.

9. Contact Us

For any return, refund, or exchange questions, reach us at:

Email: contact@theninevites.com Address: 44 Stanley Avenue, Braamfontein Werf, Johannesburg, South Africa