At Thirteen Studios, customer satisfaction is our top priority. We take pride in delivering high-quality apparel and accessories that meet modern fashion standards. However, we understand that sometimes a product may not meet your expectations. Our Refund & Return Policy has been designed to provide a fair, transparent, and smooth experience for all customers while maintaining product integrity and brand standards.

Please read the policy carefully before making a purchase.

Return Eligibility

To qualify for a return, items must meet the following conditions:

  • The product must be returned within 30 days of delivery
  • Items must be unused, unworn, unwashed, and in original condition
  • All original tags, labels, and packaging must be intact
  • Items showing signs of wear, damage, or alteration will not be accepted

Returns that do not meet these requirements may be rejected or sent back to the customer.

Non-Returnable Items

Certain products are not eligible for returns or refunds due to hygiene or sale conditions, including but not limited to:

  • Final sale or clearance items
  • Accessories marked as non-returnable
  • Items purchased during special promotions where “Final Sale” is stated

Please review product descriptions carefully before completing your order.

How to Request a Return

To initiate a return, customers must first contact Thirteen Studios’ customer support team. Once your return request is approved, you will receive instructions on how to proceed.

Returned items must be securely packaged to prevent damage during transit. Customers are responsible for ensuring the returned package reaches us safely.

Return Shipping Responsibility

Unless the return is due to a mistake on our end (such as a defective or incorrect item), customers are responsible for return shipping costs.

We strongly recommend using a trackable shipping service, as Thirteen Studios is not responsible for lost or damaged return shipments.

Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method
  • Shipping charges are non-refundable
  • Refund processing typically takes 5–10 business days
  • Depending on your payment provider, funds may take additional time to reflect in your account

Store Credit Option

In some cases, returns may be issued as store credit instead of a direct refund. Store credit can be used toward future purchases and has no expiration date unless otherwise stated.

Exchanges

We offer exchanges for eligible items within the return window. If you wish to exchange an item for a different size, color, or style, the original item must be returned first.

Once the returned item is approved, a replacement order can be placed. Availability of replacement items is subject to stock levels.

Order Cancellation

Orders can only be canceled before they are shipped. If your order has already been processed or dispatched, cancellation will not be possible, and you will need to follow the return process after delivery.

We recommend contacting customer support as soon as possible if you wish to cancel an order.

Damaged or Defective Item

If you receive an item that is defective, damaged, or incorrect:

  • Notify us within 48 hours of delivery
  • Provide clear photos of the issue
  • Do not wear or wash the item before contacting support

Once verified, we will offer a replacement, refund, or store credit at no additional cost. In such cases, return shipping may be covered by Thirteen Studios.

International Orders

International customers are responsible for any customs duties, taxes, or import fees. These charges are non-refundable, even if the item is returned.

Final Decision Rights

Thirteen Studios reserves the right to refuse returns that do not meet policy requirements or appear to be worn, altered, or misused.

Conclusion

Our Refund & Return Policy is designed to ensure fairness for both our customers and our brand. We encourage customers to carefully review product details, sizing information, and policies before placing an order.

If you have any questions regarding returns or refunds, our support team is always ready to assist.

Thank you for choosing Thirteen Studios — where quality, transparency, and customer trust come first.