REFUND AND EXCHANGE POLICY
This Policy takes effect on May 6 2026. We formulate this Policy to comply with the Consumer Protection Act 2019 and the Consumer Protection Rules 2020. The Policy reflects standard retail practices tailored for 9000M. 9000M sells lifestyle and fashion merchandise online.
9000M conducts business with fairness and transparency. We prioritize you. This Policy provides clarity for handling refund and exchange requests. We promote your informed choices. We ensure a mechanism to resolve your product concerns.
9000M recognizes customer satisfaction. We commit to transparency and legal compliance in post purchase processes. These processes include returns, exchanges and refunds. The Consumer Protection Act 2019 and Rules 2020 require sellers to provide fair procedures. These procedures address consumer grievances like defective products or incorrect fulfillment. We adopt this Policy to evaluate exchange requests and non cash refund claims. We issue these refunds as promotional codes or credit notes. This Policy applies to all purchases from the 9000M website. We outline the rights and responsibilities of you and 9000M regarding product exchanges. We detail credit note issuance, reverse shipping procedures and grievance escalation. 9000M adopts this Policy to ensure a fair and efficient experience for you.
1 DEFINITIONS AND INTERPRETATION
1.1 Definitions Act means the Consumer Protection Act 2019 and the Rules 2020 governing consumer rights in India. Customer means you when purchasing products from 9000M. Exchange means the process of returning a product for a replacement or a credit note. Credit Note or Promo Code means a unique alphanumeric code issued by 9000M. You use this code for future purchases of equal value. Return Request means your formal request to exchange an eligible product. Reverse Shipping means the process of sending the product back to 9000M through our designated logistics partner. Eligible Product means a product qualifying for exchange. The product must remain unused, unwashed and undamaged with original packaging and tags intact. Non Returnable Product means products excluded from return or exchange due to hygiene or customization. Grievance Redressal Officer or GRO means the designated officer resolving your complaints. Product means apparel or merchandise offered for sale by 9000M.
1.2 Interpretation Section headings do not affect the interpretation of this Policy. Words denoting singular include the plural. All references to this Policy include amendments.
2 PURPOSE
This Policy establishes a transparent framework for addressing your post sale concerns. We design this Policy to inform you of your rights and responsibilities. You have options when dissatisfied with a product due to size mismatch or damage. The Policy aligns 9000M return practices with Indian consumer protection laws. This Policy reinforces our commitment to your satisfaction. We safeguard commercial interests through limitations on refunds and shipping responsibilities. We follow a non cash refund model. Eligible returns result in a promo code equivalent to the returned product value. This Policy outlines your role in facilitating the return process. You hold responsibility for reverse shipping. We detail the timeline and procedural requirements for initiating a valid exchange.
3 PROCESSING TIMELINE
We process your orders within 24 to 48 working hours following successful payment verification. We exclude Saturdays, Sundays and public holidays. Processing time includes order verification and packaging. This time is distinct from shipping or return timelines. If we anticipate a delay in processing your order beyond 48 working hours we notify you one working day in advance. This applies only to delays before dispatch.
4 SCOPE OF THE ELIGIBILITY FOR EXCHANGE
You have the option to request an exchange for eligible products purchased from 9000M. An exchange request is valid only if you comply with the specified criteria. We reserve the right to inspect returned products. We accept or reject exchange requests based on product condition and compliance with the timeline.
A product is eligible for exchange only if all the following conditions are met.
Condition of Product. The product must remain unused, unworn, unwashed and undamaged. You must return the item in original packaging with all original tags attached. Purpose of Exchange. We accept exchanges for size concerns, defective products or change of mind requests. The product description must explicitly state the allowance for change of mind. We reject exchange requests for style preference or color choice. Timeframe for Exchange Request. You must initiate the exchange request within 7 days from the delivery date. Write to support@9000m.in. Proof of Delivery. You must provide a valid shipment tracking ID. We request an unboxing video or photographs to validate damage claims. Non Returnable. Conditions falling under clause 5. Original Invoice. You must include a copy of the original invoice in the return parcel.
Products failing to meet these conditions do not qualify for exchange. We reject the return without issuing a credit note. We hold no liability for products lost or damaged during your return transit.
5 NON ELIGIBILITY FOR EXCHANGE
9000M maintains high standards of quality. Certain circumstances render products ineligible for exchange. We advise you to review the following exclusions carefully.
We prohibit an exchange under the following conditions.
Used or washed products. Visible signs of wear, washing or tampering disqualify products from exchange. Missing original tags. Products returned without original tags, packaging or invoice do not qualify for exchange. Late exchange requests. An exchange request initiated after 48 hours of delivery is invalid. An approved product not dispatched within 3 calendar days is invalid. Customer caused damage. We reject products damaged due to improper handling, staining or exposure to water. Multiple exchange requests. We allow only one exchange per order. Clearance items. Products marked as Final Sale or part of a clearance offer do not qualify for exchange.
WE RETURN ANY PRODUCT RECEIVED IN VIOLATION OF THESE CONDITIONS TO YOU. WE ISSUE NO CREDIT NOTE IN SUCH CASES.
Wrong Item Delivered. If we deliver an incorrect item you must initiate an exchange within 48 hours of delivery. Include photos of the product and invoice. After verification 9000M arranges return shipping and sends the correct item at no extra cost. Inventory Unavailability. If an approved exchange product becomes unavailable 9000M notifies you. We issue a credit note within 7 to 10 business days. You have the option to choose an alternate product of equal value. We hold no liability for loss caused by inventory unavailability.
6 PROCESS OF EXCHANGE
9000M provides a seamless exchange mechanism. You must adhere to the step by step process below. We permit an exchange only once per order. 9000M does not currently provide reverse pickup. We consider exchange requests raised outside stipulated timeframes invalid. We bear no responsibility for loss or damage during return transit.
Step 1. Initiate Exchange Request. Within 7 days of delivery submit an exchange request by emailing support@9000m.in. Include your reason for exchange. Include photographs of the product with tags intact. Include a copy of the order invoice. Step 2. Review. 9000M reviews the request within 2 business days. We notify you of approval or rejection based on eligibility. Step 3. Customer Arranges Return Shipping. Upon approval dispatch the product within 3 calendar days. Ensure the package includes the unused product with original tags and invoice. Pack securely to avoid transit damage. Step 4. Audit and Inspection. 9000M inspects the returned product for compliance. Inspection takes up to 3 business days. Step 5. Issuance of promo code. If the product passes inspection we issue a unique promo code equal to the product value. We send this valid 9000M promo code via email. Step 6. Exchange Timeline. We complete approved exchanges within 10 working days from receipt of the returned product.
7 CREDIT NOTE AND PROMO CODE POLICY
9000M does not provide cash refunds. We issue a non cash refund as a credit note for approved exchange requests.
Issuance of Credit Note. Upon successful inspection 9000M issues a unique promo code to you. The promo code represents the monetary value of the exchanged product excluding shipping charges. We communicate this code to your registered email address. The promo code is subject to the following conditions. We link the code to the original order ID. We issue the code only after the product passes quality inspection. The code is valid for a single use only. You apply the code exclusively on future purchases through the official 9000M website. 9000M issues the credit note within 2 business days from the completion of inspection.
Validity and Conditions of Use. The credit note remains valid for 90 calendar days from the issuance date. You must use the entire value within this validity period. The promo code automatically expires after 90 days. We do not renew expired codes. You apply the promo code at checkout when placing a new order. No balance carries forward if the order value is less than the promo code value. If the order value exceeds the promo code value you pay the balance amount. You do not redeem the promo code for cash.
We hold no liability for expired or lost promo codes. You hold responsibility for maintaining access to your email. If you do not receive a promo code after an approved exchange raise the concern through the Grievance Redressal Mechanism. 9000M investigates and resolves the issue promptly.
8 OBLIGATIONS OF THE CUSTOMER
To complete a valid exchange request you must comply with the following mandatory obligations. These obligations ensure we process exchanges efficiently while protecting against hygiene concerns.
You ensure the product being returned to 9000M is unused and unworn. The product must remain free from stains or damage. You include all original tags and manufacturer packaging. You return the item in secure packaging to avoid damage during transit. 9000M reserves the right to reject any exchange request if the product fails to meet these conditions. We return the product to you at your own cost without issuing a credit note.
To substantiate claims of damage 9000M requests an unboxing video. The video must show the sealed package being opened. The product invoice and tags must be visible. We enforce this requirement to validate damage claims. Failure to provide the video leads to rejection of the claim.
You acknowledge original shipping charges are non refundable. These charges do not qualify for credit note issuance. We do not compensate any reverse shipping cost incurred by you during the return process.
9 REFUND AND EXCHANGE LIMITATIONS
9000M adopts a transparent credit based exchange model. We do not issue cash refunds. We design our policies around efficiency and legal compliance. This clause sets forth limitations applicable to all refund and exchange transactions.
9000M follows a strict non cash refund policy. We do not provide refunds in the form of cash, bank transfer or original mode of payment. All approved returns result in the issuance of a promo code equivalent to the returned item value.
9000M denies any exchange request if the returned product fails to meet the eligibility criteria. We deny requests if the product is used, washed or damaged. We deny requests if the product lacks original tags or invoice. We deny requests received after prescribed timelines. In such cases we issue no promo code. We return the product to you at your own cost.
Upon receipt of the returned product we complete a quality inspection within 3 business days. If the product passes inspection we issue the promo code within 2 additional business days. 9000M maintains a transparent mechanism in line with the Consumer Protection Rules 2020.
10 PROCEDURE FOR RAISING CONCERNS
9000M addresses your concerns in a timely manner. In accordance with the Consumer Protection Rules 2020 we established a Grievance Redressal Mechanism. This ensures we resolve your dissatisfaction efficiently.
We appointed a designated Grievance Redressal Officer to receive and resolve your complaints. The details of the Grievance Officer are below. Name. Lakshya Seth Designation. Grievance Redressal Officer Email. support@9000m.in Office Hours. Monday to Friday 10 AM to 6 PM IST excluding public holidays.
If you are dissatisfied with the exchange process raise a formal grievance. Send a written complaint via email to the GRO at support@9000m.in. The written grievance must include your full name. Include the order ID and product details. Describe the nature of the complaint. Include copies of relevant communication. Provide your contact information.
The Grievance Officer acknowledges receipt of the complaint within 48 hours. The Officer resolves the grievance within 15 days from the receipt date. If we require additional time for resolution due to complexity we inform you of the anticipated timeline.
11 GOVERNING LAW AND JURISDICTION
The laws of the Republic of India govern this Policy. The courts situated in New Delhi India hold exclusive jurisdiction over all disputes arising from this Policy.
12 AMENDMENT TO THE POLICY
9000M modifies or revises this Policy at any time without prior notice. Any amendments publish on the official website of 9000M. The amendments take effect immediately upon posting. We encourage you to review the Policy periodically.
Your continued use of the platform constitutes acceptance of the revised terms. In case of significant changes 9000M notifies you via your registered email.
This Refund and Exchange Policy is effective as of May 6 2026. The Policy remains in force until amended by 9000M. The Policy supersedes all prior customer facing policies. By placing an order through the 9000M website you agree to abide by the terms of this Policy.