Exchange and Returns

Returns Policy

Products will not be replaced due to hygiene issues as it is an intimate garment. In case the product you have received is 'damaged' or 'defective', our free & easy returns promise has got you covered.

We assure you that all products sold on 13-Star are brand new and 100% genuine.

Possible resolution could be replacement or exchange, backed by the 7 day replacement guarantee for all products on 13-Star.

Replacement is subject to availability of stock. If the product is out of stock, you will receive a full refund, no questions asked.

*Note: In case of shipping address outside India, the customer will need to pay full shipping charges whatever will be applicable.

 

Pickup Process

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.

• We arrange for pickup from most of our customer locations. It’s simple. Please follow the instructions you received by email.
• Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit.
• Mention the return id on the package so that we can acknowledge your return.
• Also note down the courier tracking id for any future reference.

Refund/replacement will be initiated as soon as we receive the product from you in fit for resale condition.

 

I have requested a replacement, when will I get the refund that I have requested?

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.

The replacement is initiated after the originally delivered item is picked up/received.

If you don't get the return within the promised date, contact us immediately.

 

Is it necessary to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

 

What items can I exchange?

We allow exchange only on defective/damaged products. We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include all price tags, labels, original packing and invoice along with the product.

Please study the size chart and make sure it is the right size for you before making the purchase. Used garments will not be exchanged for reason of size mismatch.

 

I have changed my mind and would like to retain the product. What do I do?

Please call us to cancel your return request and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.

 

Can I return part of my order?

 Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

 

When are returns not possible?

There are certain scenarios where it is difficult for us to support returns

• Return request is made outside the specified time frame.
• Product is damaged because of use or Product is not in the same condition as you received it.
• Products with tampered or missing serial numbers.
• Items that are returned without original packaging, freebies or accessories.

 

What is 13-Star’s replacement guarantee?

If you have received a product in a damaged or defective condition, you can return it to get a replacement within 7 days of delivery.

Please contact us with a replacement request. The item will be recalled and a brand new replacement will be shipped to you, at no extra cost.

 

When are refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money safe

Refunds are issued only when 13-Star cannot provide replacement.

 

I've still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organizations for the same.

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organizations for the same.

 

How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.

Your refund will be processed once we receive the originally ordered item back from the courier.

Unfortunately, an order cannot be cancelled once the item has been delivered to you.

In order to cancel an item in your order contact our customer support team.

Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible.

 

Why do I see a disabled 'cancel' link?

A disabled 'cancel' link can mean the following things:

• The item is being shipped together with another order of yours.
• The item is non-refundable (e.g. E-gift vouchers).

In any of the above cases, you can get in touch with our customer support for more information.

 

How long will it take to process my cancellation request?

Once you request the cancellation of item(s) in your order, it will take us a maximum of 1-2 business days to cancel the order and initiate a refund. You will be notified of the same by email.

If the order status shows the item(s) in your order as 'shipped', we will process your cancellation request directly with our logistics partner. Your refund will be processed soon after we receive the cancelled items back from the courier.

However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by 13-Star.

 

What are the modes of refund available after cancellation?

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.

There are two modes of refund:

• 13-Star's wallet - If you choose this option, the amount will be added to your 13-Star’s wallet in the 'store credit' component.
• Back to source - In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.

Once you have requested the cancellation of item(s) in your order, 13-Star will complete the cancellation and initiate the refund, depending on your preference.