Return Policy
We are confident in the quality of our products and believe you have carefully considered your purchase before placing an order. We hope our products will fully satisfy you. However, if unforeseen circumstances or reasons lead you to need a return or exchange, we sincerely apologize for the inconvenience. Please do not worry, we will do our utmost to help you resolve the issue. Please read on to understand our return and exchange policy and process.
Order Cancellation
We will ship your order within 1-5 business days after you place it (for items in stock). You can request a full refund on the order page before the order is marked as shipped. Once the order is marked as shipped, we do not accept cancellations or address modifications. Refund requests after shipment will incur shipping and return shipping fees. Please be aware of this policy.
Returns and Exchanges
We offer a 7-day no-questions-asked return and exchange policy for all orders. If you are not satisfied with the product you received, please contact us within 7 days of receiving the product to request a return or exchange. Requests beyond this period may not be supported. Please be aware of this.
- The product appears "brand new" with no signs of use, installation, or damage.
- The product is packaged in its original, intact packaging, including all product stickers, receipts, and tags.
Return Shipping Fees
You will need to pay the return shipping fees in the following cases:
- Personal dissatisfaction with the appearance of the table.
- A change in personal needs, making the received goods no longer necessary.
- Slight differences in the pattern and color of the solid wood desktop (we do not accept returns for this reason).
- Orders delivered to the wrong address due to inaccurate information provided by the customer.
We will bear the return shipping fees in the following cases:
- You received the wrong product.
- The product was damaged during transportation.
- The product has defects in function or usability.
Free Shipping Order
During certain promotional events, customers can use coupon codes to enjoy free shipping. However, if a return or exchange is initiated due to non-quality issues, the shipping fee corresponding to the pre-discount amount will be deducted from the refund. In other words, the free shipping benefit will not apply to the calculation of the refund amount.
Here are two examples for reference:
- A single product return:
Order details: A desk priced at $729 with free shipping during the promotion (original shipping fee: $59).
Return scenario: The customer returns the desk due to a change of mind.
Refund amount calculation: The original shipping fee of $59 will be deducted from the $729 purchase price. The customer will receive a refund of $650. - A partial return from a bundle:
Order details: A bundle including a desk and chair priced at $1,229 with free shipping during the promotion (original shipping fee: $109).
Return scenario: The customer returns only the chair, which is priced at $499 in the bundle.
Refund amount calculation: The shipping fee will be allocated proportionally to the chair, e.g., $499/$1229 × $109 = $44.26. This amount is deducted from the $499 chair price. The customer will receive a refund of $457.74.
Incorrect Shipment/Transport Damage/Missing Parts
If you find that the product you received is inconsistent with what you ordered, is damaged, or has missing parts, please contact us immediately via email or online chat. We will arrange a replacement or exchange as soon as possible.
Return Process
Before returning any product to us, please contact us through the contact page or email us directly at support@9amhome.com. We will provide return instructions to initiate the return process. To return your item, please follow these steps:
- Email support@9amhome.com
- Include your order number and the word “Return” in the subject line (e.g., Order #0000 Return).
- Attach photos of the item you wish to return and a brief description of the reason.
- Our customer support team will contact you with the next steps.
Important Notes
- Shipping fees will not be refunded for returns due to personal reasons.
- We strongly recommend using a traceable and insurable shipping method for returns. We are not responsible for returns lost or damaged during shipping.
- All return and warranty policies are void for products shipped outside of Australia.
- We do not accept returns for multiple desks (3 or more). Please order a single item for testing before placing a bulk order.
Refund Method
Refunds will be processed to your original payment account. The refund process is as follows:
Refund request → Return of goods → Inspection of return by warehouse staff → Approval of inspection → Refund processing
If you have any questions about 9am's return and refund policy, please contact us, and we will assist you as soon as possible.