Refund policy

Returns must approved with a representative DO NOT JUST SEND YOUR PRODUCT BACK!

Returns, exchanges and product problems

How to start
Start every return, exchange or problem report at serialnine.com/pages/return-request. Enter your order number and the email or phone number you ordered with, choose the items, and tell us what happened. Returns must be approved first: please don't send anything back until you've received our approval and a return label.

Eligibility
• Returns must be requested within 30 days of purchase.
• Items must be unused, never installed or modified, and in 100% perfect, resellable condition.
• Items must be returned in their original packaging, packed the same way they arrived (extra protective packing is welcome).
• Electronic products are final sale and can't be returned.
• Items bought from a dealer are returned through that dealer.

Return shipping
If your return is approved, we'll email you a prepaid return label. The cost of the label is deducted from your refund. Drop the package off at the carrier shown on the label within 5 calendar days of receiving it. After 5 days the label expires and the return is void. You're responsible for packing the item securely; items lost or damaged on the way back to us are the customer's responsibility.

Restocking fee
Returns may be subject to a restocking fee of up to 20%, depending on the product and the situation. Exchanges usually have no restocking fee.

Exchanges
To swap an item for a different product, colour or size, choose "Exchange" when you start your request. Once the original arrives and passes inspection, we'll send out the replacement. The return label cost is covered by you.

Refunds
Refunds are processed once the item arrives and passes inspection, usually the same or next business day. The return label cost, any restocking fee, transaction fees and any duties charged on the return are deducted from the refund. Returns that don't meet these conditions aren't eligible for a refund.

Damaged, wrong or defective items
• Arrived damaged, or not the item you ordered: start a return, choose that reason and add photos.
• A part with a defect, or one that stopped working: choose "Report a problem" and add photos or a video.
We'll review it and let you know the next steps.

Questions
Email info@serialnine.com with your order number.