Return and refund policy

At 13thirty, we stand behind the quality of every piece we create. Your satisfaction is our priority, and we've designed this policy to make returns and exchanges as seamless as possible.

You may request a return or exchange within 10 days of delivery. How to calculate? If your order was delivered on January 1st, you have until January 11th (11:59 PM IST) to raise a return request.

 

Exchange vs. Return: You Choose

We want to keep you looking your best. Here’s how we handle your options:

Option	Benefit
Exchange	Found a better size or colour? We’ll ship your new item immediately—as soon as the product is received at our warehouse and successfully clears the Quality Check (QC) process.
Credit Note	Choose store credit instead of a refund, and we’ll add 5% discount on your next order .
Full Refund	Prefer your money back? No problem. We will refund the original payment method within 5-7 business days after the product is received at our warehouse and successfully clears the Quality Check (QC) process[sk1]

 

Terms and conditions :

1: Exchange shall be permitted only once per order.

2: Exchange requests raised through any mode other than website  or outside the stipulated time frames shall be considered invalid.

3: Shipping charges are not refundable .

4: Credit note are valid for next 12  months.

1. Eligibility Criteria :

To be eligible for return or exchange, items must meet ALL of the following conditions:

✓ Acceptable Returns

• Unused & unworn – Items must be in original, pristine condition .
• Tags intact – All original brand tags, labels , security tags must be attached and intact.
• Original packaging – Items must be returned in the original 13thirty packaging with all accessories, belts, buttons, or complementary items
• No damage – Free from stains, tears, odors, pet hair, or alterations
• Undamaged packaging – Product packaging should not be torn or damaged

2: Return : A comfortable journey with a guide

STEP	ACTION	Description
STEP 1	Initiate Return/exchange request	·        Click Return button on hoempage ·        Log in to your account ·        Go to My Orders and select the order you wish to return and select the item(s) and reason ·        Upload clear images of the product if reporting a defect , damaged or wrong item.
Step 2	Approval	13thirty team will review your request within 24-48 hours and notify you via email/SMS of approval/ rejection or additional requirements.
Step 3	Product pickup	Upon approval, we will arrange a free pickup from your registered delivery address within 2-3 business days. Please Ensure that the Product in unused, unwashed, saleable condition with Original tags and packaging along with original invoice and secure packing to avoid transit damage. Note: We do not accept self-shipped returns. Please wait for our scheduled pickup.
Step 4	Quality check	Once we receive the returned item in our warehouse , our quality control team will inspect it within 3 business days to ensure it meets our return eligibility criteria. Returns rejected during QC (due to wear, damage, missing tags, etc.) will be shipped back to you at your cost.
Step 5	Credit note  / Promo code	If Credit note is requested , the same will be mailed to you , valid for next 12 months . If refund is requested then the same amount will be credited to the same account/ mode from where the money was debited during the transaction within 5 -7 working days . Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

3: Exchange Made Simple

We currently offer only one time exchange.

How to Exchange

1. Follow the return process outlined in Section 2
2. Select "Exchange" and specify your desired size/ colour / item
3. We will ship the exchanged item once the original item has been picked up, received at our warehouse and successfully clears the Quality Check (QC) process
4. Shipping charges of Rs 149 applicable.

Important Notes

• Exchanges are subject to stock availability
• If the desired size is unavailable, we will process a full refund instead or issue a credit note.
• Only one exchange is permitted per item
• Style exchanges are not available; please place a new order for different styles

 

4. Defective, Damaged, or Wrong Items

If you receive a product that is:

·        Defective or damaged upon arrival

·        Wrong item or incorrect size/colour

Report the issue within 48 hours of delivery,

 

5. Cash on Delivery (COD) Specific Terms

COD Acceptance Policy

·        COD orders are subject to verification

·        We reserve the right to cancel COD orders if we suspect fraudulent activity or repeated returns

·        Follow standard return process (Section 3)

·        Provide valid bank account details for refund

·        Refunds processed via NEFT/Wallets/ UPI  only after product has been verified by the ware house.

COD Abuse Prevention

Excessive returns or refusals on COD orders may result in:

·        Suspension of COD option on future orders

·        Account restrictions

·        Legal action for fraudulent behaviour

·        We monitor return patterns to ensure fairness for all customers.

 

6. Cancellation Policy

Before Shipment

·        You may cancel your order before it is shipped at no charge

·        Full refund will be processed to the original payment method within 5-7 business days

After Shipment

·        Once shipped, orders cannot be cancelled

·        You may accept delivery and initiate a return as per the return policy.

 

7. Non-Refundable Charges

The following are non-refundable :

·        Shipping and handling charges

·        COD[sk4]  handling fees

 

 

8. Store Credit & Gift Cards

·        Store credit and gift cards are non-refundable.

·        Valid for 12 months from date of issue

·        Cannot be redeemed for cash

·        Can be used across multiple purchases until balance is exhausted

 

9. Sale & Promotional Items

·        Items purchased during sale/clearance events may have modified return policies (special instructions clearly stated at checkout)

·        Final Sale items are non-returnable unless defective/ damaged.

·        Promotional discount codes cannot be reinstated after return

10. Force Majeure

13thirty is not liable for delays or inability to fulfill returns/refunds due to circumstances beyond our control, including but not limited to:

·        Natural disasters

·        Pandemics or public health emergencies

·        Government restrictions

·        Logistics disruptions

·        Technical failures

We will make reasonable efforts to communicate delays and expedite processing once circumstances normalize.

 

11: Customer Support

For any issues or questions regarding returns, refunds, or exchanges:

Email: support@13thirtystudios.com

Thank you for choosing 13thirty. We're committed to making your shopping experience exceptional.