Refund policy

 

1. Return and Replacement Window

• Wrong item, printing/manufacturing defect, or damage in transit: must be reported within 48 hours of delivery, with photo or video evidence.

• Customer-selected wrong size (exchange): must be raised within 7 days of delivery.

• Requests raised after these windows will not be accepted, with the exception of manufacturing or printing defects discovered only after first wear (see Section 5).

2. Free Replacement Eligibility

We provide a free replacement, at no cost to you, only in these cases:

• The product has a printing defect or printing issue

• You received the wrong size

• You received the wrong product

Contact us within 48 hours of delivery with a photo of the product and your order number. Once verified, we process the replacement.

3. Replacement for Customer-Selected Wrong Size

If you ordered the wrong size by mistake and it is not our error, we still offer a replacement, but on different terms:

• You have 7 days from delivery to raise this request.

• A shipping fee of ₹200 applies, since the error was on the customer's side, not ours.

• We confirm with you before proceeding. If you agree to pay ₹200, we move forward. If you do not agree, we do not process the replacement.

• Once you agree, we generate a payment invoice via Razorpay and send it to you.

• The replacement is shipped only after the ₹200 payment is received and confirmed.

• Requested product must be unused, unworn, unwashed, and in original packaging with tags intact.

4. Refund Requests

We do not offer cash or original-payment-method refunds. Instead:

• To request a refund, you must first send the product back to us within 7 days of delivery.

• Once we receive and verify the returned product, we issue a Store Credit Coupon equal to the order value.

• This coupon can be applied at checkout on a future purchase.

• This is store credit, not a cash refund. This is stated upfront so there is no confusion at the time of request.

5. Manufacturing and Printing Defects Found After the Window

If a genuine manufacturing or printing defect becomes visible only after first wear or wash, and could not have been noticed on delivery, contact us with photos and your order number. These cases are reviewed individually and are not bound by the standard window, since the defect was not detectable at delivery.

6. Damaged in Transit

If your order arrives visibly damaged (torn packaging, damaged product, tampering), do the following:

• Do not accept the delivery if damage is visible before opening, or

• If discovered after opening, take unboxing photos or video immediately and contact us within 48 hours.

Transit damage is treated as our responsibility. A free replacement is issued once verified. No shipping fee applies.

7. Non-Returnable and Non-Replaceable Items

The following are not eligible for return, replacement, or refund under any circumstance:

• Items marked "Final Sale" or purchased during clearance/liquidation sales

• Innerwear, socks, and other hygiene-sensitive items, once opened

• Products damaged due to misuse, improper washing, or normal wear and tear

• Products without original tags or packaging (except in defect or wrong-item cases)

8. How to Raise a Request

• WhatsApp us at +91 78274 25300, available 10:00 AM to 6:00 PM.

• Or email us at twoeleven.in@gmail.com (24 hours).

• Or DM us on Instagram: @twoeleven.official

• Include your order number, a photo of the product, and a short description of the issue. Requests without these will not be processed.

9. Shipping Costs on Returns

• If the return/replacement is due to our error (wrong item, wrong size sent by us, printing defect, transit damage), we cover shipping both ways.

• If the return/replacement is due to a customer-selected wrong size, the customer covers the ₹200 fee as outlined in Section 3.

10. Order Cancellation

• Orders can be cancelled or changed only within the first 2 hours of placing the order, before they are processed for shipping. DM us as soon as possible and we will do our best to help.

• Once an order is processed for shipping, it cannot be cancelled and falls under this Return and Replacement Policy instead.

11. Process Summary

 

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This replaces what is currently live on twoeleven.in. The site currently promises a flat 14-day window, refunds to original payment method, and free returns for "fit or size doesn't work for you" with no fee. All three contradict this policy and need to be swapped out on the actual Shopify pages (Refund policy and the homepage FAQ block), not just kept here as a separate document, or you will have two different policies telling customers two different things.

Note before publishing: confirm whether Two Eleven's current site has a size chart live, since the customer-wrong-size clause is harder to enforce fairly without one.

Windows above (48 hrs for our-error claims, 7 days for size exchanges/returns) reflect standard practice among Indian D2C fashion brands.