Refund policy
RETURN AND REFUND POLICY
Effective date: September 13, 2026
1. OVERVIEW
Nine Yards Co. accepts eligible returns requested within 30 days after delivery. Because many products are oversized, shipped by freight, made to order, or fulfilled directly by a manufacturer, product-specific return terms may apply. Any material exception will be disclosed on the applicable product page before purchase.
2. CONTACT FOR RETURNS
To request a return, email support@nineyardsco.com. Support hours are Monday–Friday, 7:00 AM–5:00 PM Central Time. Include your order number, the reason for the request, and photographs or video when an item is damaged, defective, or incorrect.
3. STANDARD RETURN ELIGIBILITY
Unless a product-specific exception applies, a return must be requested within 30 days after delivery. The item must be unused, uninstalled, undamaged, in resalable condition, and in its original packaging with all manuals, hardware, accessories, promotional items, and components. Proof of purchase is required.
Returns require prior written approval and a Return Merchandise Authorization (RMA). Do not ship an item to Nine Yards Co., a manufacturer, or a warehouse without written instructions. Unauthorized returns may be refused and might not qualify for a refund.
4. PRODUCT-SPECIFIC EXCEPTIONS
Some products may have a shorter return window, different fees, additional eligibility requirements, or may be final sale because of manufacturer restrictions. These terms will be disclosed on the applicable product page.
Unless required by applicable law, custom, personalized, configured, made-to-order, installed, assembled, altered, modified, fueled, used, clearance, and final-sale products are generally non-returnable. Products showing wear, damage, dirt, water exposure, or missing components are also generally non-returnable. Gift cards, digital products, downloadable materials, and products identified as non-returnable before purchase cannot be returned.
5. HOW TO REQUEST A RETURN
Email support@nineyardsco.com within the applicable return window. Include your order number, reason for return, and requested photographs or video. Wait for written approval, an RMA, and the correct return address. Repackage the item securely with every original component and all original packaging. Ship it within seven days after receiving the RMA unless the authorization states otherwise.
The customer is responsible for ensuring that an approved return is delivered safely to the designated warehouse. We strongly recommend using a trackable and adequately insured shipping service.
6. RETURN SHIPPING AND RESTOCKING FEES
Damaged, defective, or incorrect items: When we verify that an item arrived materially damaged, was defective upon delivery, or was not the item ordered, Nine Yards Co. or its fulfillment partner will cover the approved return shipping cost. An eligible customer may receive a replacement, repair, or refund.
Buyer’s-remorse returns: For change of mind, ordering the wrong product, incompatibility, sizing, or no longer needing an item, the customer is responsible for return shipping, safe packaging, and return-shipment insurance. Original delivery or freight charges are nonrefundable. Unless a product-specific policy states otherwise, a 25% restocking fee will be deducted from the refund.
For an order advertised with free shipping, the actual outbound shipping or freight expense paid to deliver the order may be deducted from a buyer’s-remorse refund when permitted by law. Any product-specific fee or exception disclosed before purchase controls over this standard policy.
7. FREIGHT DELIVERIES AND VISIBLE DAMAGE
Before signing for an oversized or freight delivery, inspect the packaging and product, photograph all sides and any damage, and describe visible damage on the carrier’s delivery receipt. Refuse delivery when damage is substantial or the product-specific instructions require refusal. Do not sign a delivery receipt as free and clear when visible damage is present.
Contact support@nineyardsco.com as soon as possible and no later than 24 hours after a visibly damaged or refused freight delivery. Failure to document visible freight damage may limit remedies available from the carrier or manufacturer, but does not affect rights that cannot be waived under applicable law.
8. PARCEL AND CONCEALED DAMAGE
For parcel deliveries, photograph damaged packaging before discarding it or unpacking further. Report parcel damage or damage that could not reasonably be seen at freight delivery as soon as possible and no later than 48 hours after discovery. Include the order number, photographs of the packaging and product, and a description of the issue. Keep all packaging until the claim is resolved.
9. DEFECTS AND MANUFACTURER WARRANTIES
Report suspected defects promptly. We may request photographs, video, troubleshooting information, serial numbers, or reasonable diagnostic steps. After any initial return period expires, defects are generally handled under the manufacturer’s warranty. Nine Yards Co. will provide available order documentation and reasonable assistance connecting the customer with the manufacturer. Eligibility and remedies remain subject to the manufacturer’s written warranty.
10. ORDER CHANGES AND CANCELLATIONS
Contact support@nineyardsco.com as quickly as possible. An order may be canceled without charge only before it enters supplier processing, production, fulfillment, or shipment. A request is not approved until confirmed in writing.
After processing or production begins, an order may be noncancelable or subject to manufacturer, payment-processing, restocking, handling, or freight fees. After shipment, the applicable return terms apply. Custom, configured, and made-to-order products may become noncancelable immediately after acceptance.
11. REFUNDS
Approved refunds are issued to the original payment method after the returned item is received and inspected. Applicable return shipping, outbound shipping, restocking, damage, missing-component, or other disclosed charges will be deducted.
We generally process an approved refund within five business days after inspection. The customer’s bank or payment provider may require an additional 5–10 business days to post the credit.
If a return arrives used, installed, damaged, incomplete, improperly packaged, or otherwise outside the approved condition, we may reduce or deny the refund to the extent permitted by applicable law.
12. EXCHANGES
For a verified damaged, defective, or incorrect item, we may offer a replacement or exchange at no additional product or approved shipping cost. For buyer’s remorse, the original item must be returned under this policy and a separate order placed for the replacement unless agreed otherwise in writing.
13. ORDERS THAT DO NOT ARRIVE
If tracking has not updated or an order has not arrived within the communicated delivery estimate, contact support@nineyardsco.com. We will investigate with the supplier and carrier and provide the available resolution after the shipment status is confirmed.
14. POLICY HIERARCHY AND APPLICABLE RIGHTS
Product-specific return terms displayed before purchase control when they differ from this standard policy. Nothing in this policy limits rights that cannot be excluded under applicable law.
15. CONTACT INFORMATION
Nine Yards Co.
1401 Central Road
Mayfield, KY 42066
United States
Email: support@nineyardsco.com
Hours: Monday–Friday, 7:00 AM–5:00 PM Central Time
Phone: (270) 296-0740
Nine Yards Co. is an assumed name of Pray Ecom LLC.