From the NineCrafts Seller Rules, version October 22, 2026. Read the full rules for the complete terms.
Returns, cancellations, and refunds
Publish return and cancellation terms before purchase, meeting or exceeding the minimum windows below. Show condition requirements, return postage responsibility, and any permitted deduction. The order retains the terms shown at checkout; later edits do not rewrite them. Shop terms cannot override these rules or mandatory consumer rights.
For an item that is materially different from its listing, defective, damaged through inadequate packaging, or not supplied, the seller must provide an appropriate correction, replacement, or refund. A “no returns” label does not remove these responsibilities. The buyer must provide reasonable evidence and cooperate with lawful return instructions; the seller may not demand an unsafe return or an unreasonable form of proof.
The seller bears the ordinary risk of loss or carrier damage until proper delivery to the agreed address, subject to applicable law. A valid non-delivery or transit-damage claim requires a replacement acceptable to the buyer or an applicable refund; seller recovery from a carrier or insurance is separate. A buyer is not required to buy optional shipping protection to receive these remedies.
Evidence of correct delivery, an incorrect address supplied by the buyer, or theft after proper delivery must be assessed on its facts. Sellers are not automatically responsible for a buyer-caused address error or loss occurring after proper delivery. A delivery scan is relevant but does not defeat credible evidence of misdelivery. An order remedy does not automatically establish seller misconduct.
For made-to-order and personalized goods, record the agreed specifications, proof approval, production stage, and disclosed cancellation terms. Buyer approval of a proof does not excuse manufacturing errors. Do not apply a standard change-of-mind refund automatically to completed custom work without considering the order’s terms and evidence.
Digital disputes must consider the promised file and its delivery and usability, rather than applying a physical-return requirement. Never require a customer to waive a lawful complaint or remove a review to obtain a refund they are owed.
Refund through the original payment route where supported and lawful. Do not issue only store credit when a monetary refund is required. Disclose any unavoidable processing limitation and do not charge the buyer twice or recover the same loss twice.
Physical return and cancellation windows
For ordinary physical goods, buyers may request a change-of-mind return within 14 calendar days after delivery and must dispatch it within 14 calendar days after usable return instructions. Sellers may offer more generous terms, not less. Goods should be in substantially received condition, apart from reasonable inspection, with included parts and suitable protective packaging. Safe equivalent packaging is acceptable.
The buyer pays change-of-mind return postage. Original separately stated shipping is nonrefundable only if disclosed before purchase. Free shipping cannot become a surprise deduction. There is no restocking fee. Refund within five business days after receiving the returned item; inspection must occur within that period and does not restart the clock. A deduction for buyer-caused loss requires specific evidence, is limited to actual lawful loss, and can be challenged. Defects or damage attributable to the seller are not buyer-caused loss.
Clearly disclosed exclusions from change-of-mind returns are genuinely bespoke/personalized goods, opened or used hygiene-sensitive personal-care products, and consumable supplies already used or irreversibly mixed. Merely selecting a standard stock color or size does not make an item bespoke. These exclusions never remove remedies for defects, misdescription, unsafe goods, or failure to fulfill.
Custom orders have a protected 24-hour cancellation period. Work may begin sooner only if the buyer expressly requests early production and agrees the change-of-mind cancellation period ends when that work starts. Record the agreement. After 24 hours, cancellation remains free until custom work actually begins. After work begins, retain only documented work performed and nonrecoverable costs specifically incurred for that order, capped at the order price and allowed by law; refund the unearned balance. No penalty, hypothetical profit, or cost recovered elsewhere may be retained.
An ordinary noncustom physical order may be cancelled before actual dispatch for a full refund of the buyer’s payment, including original shipping and refundable taxes. Retained processor fees may not be deducted from that buyer refund. A seller cannot defeat a timely cancellation by printing a label or shipping after receiving it.
Ordinary order-claim windows
Report physical damage, defects, or material misdescription within 30 calendar days after delivery. Open a non-delivery case after the latest promised delivery date and ordinarily within 30 calendar days after that date. Mandatory legal and payment-network rights remain available. Verified outages, misleading notices, or documented circumstances preventing timely filing justify extensions.
For a seller-responsible problem, the seller pays reasonable remedy-related shipping. A full-order refund includes the original shipping paid and refundable taxes; for a partial-order remedy, refund the affected merchandise and fairly attributable charges without double recovery. A carrier investigation cannot postpone a remedy already owed; recovery from the carrier is separate. Never demand unsafe return shipment. Reasonable evidence or a safe-disposal arrangement may be used instead. Disputed refund decisions have the separate 30-day appeal period below.
Digital cancellations and remedies
An ordinary instant download may be cancelled within 14 calendar days of purchase if the paid file has not been accessed or downloaded. Access means an authenticated action that supplies the usable paid file. A preview, confirmation page, automated email scan, or merely sending a link is not proof of access. Keep a reliable event record.
After access, there is no automatic change-of-mind refund. Remedies for non-delivery, corruption, material misdescription, inability to perform the stated function, duplicate charging, and mandatory legal rights remain. Any legally required consent to immediate delivery must be obtained; absence of required consent cannot be used against the buyer.
Made-to-order digital work follows the same 24-hour cancellation and documented-work rules as other custom orders. Correcting a seller’s own failure to provide the agreed file is not an extra paid revision.
Report an ordinary digital delivery or conformity problem within 30 calendar days of promised or actual delivery, whichever is later. Where a replacement is reasonable, the seller has up to five business days to provide a working conforming file, without delaying a legally required refund. Refund if the defect cannot be resolved. A duplicate purchase of the same file and license by the same buyer may be reported within 14 calendar days to reverse the unnecessary duplicate; intentionally purchased additional licenses are not duplicates.
These case windows do not waive mandatory rights. Verified platform failures or misleading notices preventing a timely report justify extensions. The separate 30-day period for appealing a refund decision runs from that decision’s notice.
For instant files, delivery means making the purchased files available through the agreed access route. A later download does not restart the claim period. For custom files, delivery means providing the completed agreed files. Delivery and authenticated access are different events for the cancellation rules above.