For 9to5

At 9to5, we help organizations manage employee merchandise, onboarding kits, and internal commerce with precision and care. Every order is custom-produced and fulfilled based on specific brand, quantity, and operational requirements. While we take every step to ensure accuracy and quality, we understand that issues may occasionally arise.

This policy outlines how returns, replacements, refunds, and credits are handled.

General Policy Overview

All merchandise should be inspected immediately upon receipt. If you identify any issues, discrepancies, or damages, please notify the 9to5 team within 7 days of delivery.

Requests raised beyond this window may not be eligible for resolution due to production, customization, and vendor constraints.

Custom & Made-to-Order Merchandise

Most merchandise fulfilled through 9to5 is customized and produced on demand (logos, branding, sizing, quantities).

As a result:

• Returns for non-defective customized items are generally not accepted
• Refunds are evaluated on a case-by-case basis, depending on the nature of the issue

Not Satisfied With the Product or Experience

If you are not fully satisfied with your merchandise or overall experience, please reach out within 7 days of receipt.

Based on the issue, we may:

• Replace the affected items (where feasible), or
• Offer a credit or refund, at our discretion

Eligibility Conditions:

• Items must be unused, unworn, and in original condition
• Items that have been used, distributed, or altered may not qualify

Once the return is approved and received, the eligible credit or refund will be processed.

Branding or Logo Errors

If merchandise is delivered with:

• Incorrect logo
• Incorrect placement
• Branding mismatch from approved artwork

Please notify us within 7 days of delivery at support@9to5.in and share clear photographic evidence.

Upon verification, 9to5 will:

• Reproduce and replace the incorrect items where possible, or
• Issue a refund or credit based on feasibility and impact

Apparel Fit & Sizing Issues

9to5 assists clients with size charts, fit guidance, and recommendations prior to order confirmation. We strongly recommend validating sizes before final approval.

If fit issues are discovered:

• Inform us within 7 days of delivery
• Share relevant images and order references

After review, we may:

• Replace the items with corrected sizing (subject to availability), or
• Suggest alternative products or solutions

Original items must be returned unused and undamaged to qualify.

Damaged or Defective Items

All merchandise should be checked upon delivery.

If items arrive damaged, broken, or defective:

• Notify us within 7 days
• Share clear photos of the damaged items

After validation, we will:

• Replace the damaged merchandise where possible, or
• Issue a credit or refund

Exception — Fragile Items

Certain fragile products (e.g., ceramic items, glassware) carry a higher transit risk. By proceeding with such orders, the customer acknowledges this risk. In some cases, these items may not be eligible for replacement or refund if damaged in transit.

Missing Items in Kits or Shipments

If you notice missing items in any onboarding kit, merch pack, or shipment:

• Inform us within 7 days of delivery

We will:

• Replace the missing items where possible, or
• Issue a refund or credit equivalent to the missing value

Shipping & Delivery Timelines

Standard delivery timelines are typically 7–10 working days from order confirmation.

Timelines may vary due to:

• Custom production cycles
• High order volumes
• Vendor or logistics dependencies

9to5 continuously works to improve fulfillment speed and reliability.

Undelivered Orders

Delivery Failures

Orders may be marked undelivered due to:

• Incorrect or incomplete address details
• Recipient unavailability or refusal
• Address changes not communicated in advance

If delivery fails due to an error on 9to5’s side, we will:

• Reproduce and reship the items where feasible, or
• Issue a credit or refund

9to5 is not responsible for failures caused by incorrect details provided by the client or recipient.

Items Lost in Transit

Merchandise is shipped via third-party courier partners. In rare cases where items are lost in transit:

• 9to5 will coordinate with the carrier
• Replacement or refund will be offered where applicable

Items marked as delivered and acknowledged cannot be treated as lost.

Returned to Warehouse

If undelivered merchandise is returned to our warehouse:

• The inventory may be credited back to your account
• Items can be reused for future orders or distributions

Enterprise Accounts & Portals

For clients using 9to5’s internal portals or inventory management systems:

• Credits may be reflected as inventory balance instead of monetary refunds
• Refund mechanisms may vary based on contractual terms

Exceptions & Support

We understand that enterprise needs are nuanced. If your request falls outside this policy or requires special consideration, please contact us.

📧 Support: support@9to5.in

Our team will review your case and work toward a fair resolution.