Refund policy

11:Eleven Return and Exchange Policy

At 11:Eleven, your comfort is our priority, and we believe the perfect fit is essential for a restorative sleep. While we are committed to the quality of every piece, we understand that sizing can be tricky. For this reason, we are pleased to offer a straightforward Size Exchange process to ensure you find the ultimate fit for your sleepwear. 

1. No Refund Policy: Size Exchange & Store Credit Only

Please Note: 11:eleven operates on a Strict NO MONETARY Refund Policy and NO ORDER CANCELLATIONS after the order has dispatched our warehouse. All sales are considered final, with exceptions limited exclusively to:

  1. A Size Exchange for the same product(s).

  2. Store Credit when a size exchange is not possible.

2. Size Exchange Eligibility

We are happy to facilitate an exchange for the same product(s) in a different size(s), subject to availability, provided the following conditions are met:

  • Exchange Window: The exchange request must be initiated within 7 days of the delivery date.

  • Product Condition: The item(s) must be unused, unwashed, and in its original, salable condition.

  • Original Packaging: The garment(s) must be returned in the original 11:eleven packaging with all tags, labels, and hygiene liners (if applicable) intact.

  • Excluded Items: Items purchased during a sale, special promotion, or clearance event are considered final sale and are not eligible for exchange or store credit.

3. The Exchange Process

Initiate Request: To request a size exchange, please email us at 11eleven.org@gmail.com with your Order Number, the item(s) you wish to exchange, and the new size(s) you require.

Approval & Confirmation: Our team will review your request and confirm the availability of the desired size(s). You will receive an Exchange Authorization via email.

Reverse Pickup and Exchange Fee

  • 11:eleven will arrange a reverse pickup for all eligible item(s) from your delivery address.

  • A non-refundable Exchange Convenience Fee of ₹100 will be charged per order/exchange request, regardless of the number of items being exchanged. This fee covers a portion of the two-way logistics costs.

  • The fee must be paid [Specify Payment Method, e.g., online via a payment link] before the reverse pickup is scheduled.

Scenario: Size is Unavailable

  • If the desired size(s) is out of stock, the ₹100 Exchange Fee will still apply, and we will instead issue a Store Credit equal to the value of the purchased item(s).

Processing: Once we receive the returned item(s) and confirm that they meet all eligibility conditions:

  • We will dispatch the new size(s) to you immediately.

  • Dispatch Cost: The cost of shipping the exchanged item(s) back to the customer is complimentary and borne by 11:eleven (One time per order).

4. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect (not the item you ordered), please contact us immediately (within 48 hours of delivery).

  • We will arrange for a reverse pickup at no cost to you, and the ₹100 fee will not apply.

  • We will ensure a replacement or the correct item is sent out immediately.

  • In the unlikely event that a replacement is unavailable, we reserve the right to offer a full monetary refund or Store Credit as per the customer's preference.