Overview
At Studio99, we want you to be happy with your purchase. This Refund Policy explains when you can return items, how refunds are processed, and what to expect at each step. It should be read together with our Terms & Conditions.
Return eligibility
- Items must be unused, unworn, unwashed, and in original condition with all tags, labels, and packaging intact.
- Returns must be initiated within the return window stated on the product page or order confirmation (typically 7–15 days from delivery unless otherwise specified).
- You must provide proof of purchase (order ID and registered email or mobile number).
- Items marked as “non-returnable” or “final sale” at checkout are not eligible unless defective or incorrect.
Non-returnable items
- Innerwear, lingerie, socks, and swimwear (for hygiene reasons).
- Products with broken seals, missing tags, or signs of use, alteration, or damage after delivery.
- Customised, personalised, or made-to-order items.
- Gift cards, membership fees, and digital products (unless required by law).
- Items purchased during clearance or special promotions where returns are explicitly excluded.
How to request a return
- Log in to My Account and open the order you wish to return, or contact customer support with your order ID.
- Select the item(s) and reason for return. We may ask for photos if the item is damaged or incorrect.
- Once approved, you will receive return instructions, including pickup or drop-off details where applicable.
- Pack items securely in the original packaging where possible to avoid damage in transit.
Pickup, inspection & approval
Returned products are inspected upon receipt. If items fail quality checks (used, damaged by customer, or missing tags), we may reject the return or issue a partial refund at our discretion. You will be notified of the outcome by email or SMS.
Refund process & timeline
- After your return is received and approved, we initiate the refund to your original payment method.
- Refunds are typically processed within 5–10 business days after approval; bank or payment provider processing may take additional time.
- Cash on delivery (COD) orders may be refunded via bank transfer or store credit as communicated by support.
- Shipping charges are non-refundable unless the return is due to our error (wrong, defective, or undelivered item).
Exchanges
Size or colour exchanges are subject to stock availability. You may place a new order for the preferred variant and return the original item under this policy, or request an exchange through support where offered.
Wrong, damaged or defective items
- Report issues within 48 hours of delivery with photos of the product and packaging.
- We will arrange a replacement, exchange, or full refund including applicable shipping costs.
- Manufacturing defects reported after normal use may be assessed case by case under warranty, if any.
Membership plans
Membership fees are generally non-refundable once activated, except where required by law or if we are unable to provide advertised benefits. Partial refunds for unused periods may be considered at our discretion—contact support for assistance.
Order cancellations
If you wish to cancel an order before it ships, please see our Cancellation Policy. Refunds for cancelled orders follow the same timelines as above once cancellation is confirmed.
Contact us
For return requests, refund status, or disputes, reach out via our Contact page with your order ID. Our team will guide you through the next steps.
