RETURNS & REFUNDS

OUR COMMITMENT.

Nine Tails Collective stands behind the products we sell. If something isn't right with your order, contact us and we'll work with you to resolve it.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

CHANGE OF MIND

Nine Tails Collective may accept change-of-mind returns for eligible products returned in their original, unused and resaleable condition.

Products must include all original packaging, labels, accessories and components supplied with the product. Packaging must not be damaged, marked or altered.

For hygiene, product integrity and quality-control reasons, sleeves, semi-rigid holders and other sealed plastic card-protection products must remain sealed and unopened to be eligible for a change-of-mind return.

Products that have been opened, used, damaged after delivery, altered or are otherwise no longer in resaleable condition may not be accepted for a change-of-mind return.

Change-of-mind returns do not affect any rights you may have under Australian Consumer Law in relation to faulty or non-compliant products.

Unless otherwise agreed, customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are generally not refundable for change-of-mind returns.

We recommend using a tracked shipping service when returning an item. Nine Tails Collective cannot be responsible for a return parcel until it has been received by us.

EXCHANGES

Where you would like a different product, colour or variant, the simplest process may be to return the eligible original product and place a new order.

Any voluntary exchange remains subject to the applicable change-of-mind conditions above.

This does not affect your rights in relation to faulty or non-compliant products.

FAULTY OR DAMAGED PRODUCTS

If you believe a product is faulty, damaged or otherwise does not meet the consumer guarantees that apply under Australian Consumer Law, please contact Nine Tails Collective as soon as reasonably possible.

We may request your order number, a description of the issue and photographs or video reasonably necessary to assess the product.

Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include repair, replacement or refund.

Where a product needs to be returned for assessment, we will provide appropriate return instructions. Where Nine Tails Collective is responsible for the reasonable cost of returning a product under applicable law, we will arrange or reimburse that cost as appropriate.

INCORRECT OR MISSING ITEMS

Please contact us as soon as reasonably possible if your order arrives with an incorrect item or an item is missing.

Provide your order number and details of the issue. We may request photographs of the products received and/or packaging to assist us in investigating the order.

Where Nine Tails Collective has supplied an incorrect item, we will arrange an appropriate remedy and, where a return is required, provide return instructions.

REFUNDS

Approved refunds will ordinarily be returned to the original payment method used for the purchase.

Once a refund has been processed by Nine Tails Collective, the time required for the funds to appear in your account is controlled by your bank or payment provider.

Any voluntary change-of-mind refund is subject to the conditions in this policy.

Nothing in this section limits any refund or other remedy to which you are entitled under Australian Consumer Law.

PURCHASES FROM NTC STOCKISTS

Products purchased from an authorised Nine Tails Collective stockist or other third-party retailer should generally be returned to the retailer from which they were purchased in the first instance.

Change-of-mind returns for products purchased from an authorised stockist are subject to that retailer's own returns policy.

If you experience an issue with an NTC product purchased from an authorised stockist and require further assistance, you may contact Nine Tails Collective.

Your rights under Australian Consumer Law are not affected by this section.

SHIPPING ADDRESS & UNCLAIMED PARCELS

Customers are responsible for ensuring the shipping information supplied when placing an order is complete and accurate.

If an order is returned to Nine Tails Collective because an incorrect or incomplete address was supplied, delivery was refused, or the parcel was not collected following attempted delivery, additional shipping charges may apply before the order is resent.

Where the error was caused by Nine Tails Collective, we will arrange the appropriate remedy at our cost.

INTERNATIONAL ORDERS

International customers are responsible for any customs duties, import taxes, tariffs or other charges imposed by authorities in the destination country, except where applicable law requires otherwise.

Nine Tails Collective does not control these charges.

SALE & PROMOTIONAL ITEMS

Unless otherwise stated, sale and promotional products remain subject to this Returns & Refunds Policy.

A reduction in price after a purchase does not automatically entitle a customer to a refund of the difference.

This does not affect rights available under Australian Consumer Law.

PRE-ORDERS

Where a product is sold as a pre-order, the estimated availability or release information will be displayed at the time of purchase where available.

Estimated dates may change due to manufacturing, freight, customs or other circumstances outside Nine Tails Collective's reasonable control.

If an order contains both in-stock and pre-order products, those products may be shipped together once the pre-order product becomes available unless otherwise stated or arranged.

Any rights relating to cancellation, delay, faulty products or refunds under Australian Consumer Law continue to apply.

WHOLESALE, STOCKIST & DISTRIBUTION ORDERS

Commercial orders placed by approved NTC stockists or distributors may be subject to separate wholesale, stockist or distribution terms agreed between Nine Tails Collective and the relevant business.

Where separate commercial terms apply, those terms govern the commercial relationship to the extent permitted by law.

NEED HELP?

Please contact Nine Tails Collective through our Contact page and include your order number where applicable.
support@ninetailscollective.com.au

THE HUNT NEVER ENDS.