Refund policy

At D13 we prioritize your experience and the integrity of our products. Because our formulas contain active extracts, we maintain a strict policy to ensure every customer receives a pristine, untouched product.

THE "NO-RETURN" POLICY

Due to hygiene and safety standards, delivered products cannot be returned or resold. * Used/Opened Items: These are strictly ineligible for return.

  • Product Sensitivity: We strongly advise a patch test before full use. We are not responsible for individual skin reactions or improper product storage/application.

DAMAGED OR INCORRECT ORDERS

If your order arrives compromised (leakage, breakage, or missing items), we are here to help.

The Golden Rule: You must record an unboxing video showing the original, sealed packaging to validate any claim.

HOW TO INITIATE A CLAIM

To request a refund or exchange for a damaged arrival, follow these steps:

  1. Contact Us: Email info@d13luxury.com or call +91-22-40065100
  2. Subject Line: Use: “Refund For [Order ID]”.
  3. Evidence: Attach your unboxing video and clear photos of the damage.
  4. Verification: Once our team reviews the footage, we will notify you of the approval.

REFUND TIMELINES

  • Approval Window: Claims are processed within 48 hours of receipt.
  • Prepaid Orders: Credits return to your original payment method within 15 business days.
  • COD Orders: Refunds are sent to your provided bank account within 4–7 working days.
  • Note: Shipping fees are non-refundable as these are paid to our delivery partners.

CANCELLATIONS

  • Pre-Dispatch: You may cancel your order only before it leaves our warehouse.
  • Quick Cancel: Use the link on your checkout confirmation page within the first few hours for instant cancellation.

QUICK FAQ

Q: Can I get a refund if I don't like the scent or texture? A: No. We only issue refunds for physical damage, leakage, or incorrect shipments. We cannot accept returns on opened personal care items.

Q: Why do I need an unboxing video? A: This is a mandatory requirement from our logistics partners to prove the condition of the item upon arrival. Without this video, we cannot process a claim.

Q: What happens once my refund is sent? A: We will send you a confirmation email containing the Transaction ID and a screenshot of the processed payment for your records.