Refund policy

Last Updated: 17th May, 2026

At THE SUB/STANCE , customer satisfaction is important to us. If you are not completely satisfied with your purchase, we’re here to help with a simple and transparent return and refund process.

Please read the following policy carefully before requesting a return or refund.

1. Return Eligibility

To be eligible for a return, the item must meet the following conditions:

  • The return request is made within 7 days of delivery
  • The item is unused, unworn, and unwashed
  • The product is in its original packaging with tags intact
  • The item is free from damage caused by misuse or handling after delivery
  • Proof of purchase or order confirmation is provided

We reserve the right to reject returns that do not meet these conditions.

2. Non-Returnable Items

The following items may not be eligible for return or refund:

  • Final sale or clearance items
  • Gift cards
  • Customized or personalized products
  • Items purchased during special promotional events
  • Products damaged due to customer misuse
  • Innerwear, socks, or hygiene-sensitive items (if applicable)

Any non-returnable items will be clearly mentioned on the product page where applicable.

3. Return Request Process

To initiate a return, please contact us at:

Email: thesubstance.in@gmail.com

Please include:

  • Order number
  • Product details
  • Reason for return
  • Photos of the product (if damaged or defective)

Once your request is reviewed and approved, we will provide further return instructions.

4. Return Shipping Costs

If the Return is Due to:

Our Error (Wrong/Damaged/Defective Item)

  • Return shipping costs may be covered by THE SUB/STANCE
  • A replacement or refund will be offered based on availability

Customer Preference (Size/Change of Mind)

  • Return shipping costs may be the responsibility of the customer
  • Original shipping charges may not be refundable

Shipping costs are non-refundable unless the return is caused by our error.

5. Refund Process

Once the returned item is received and inspected:

  • You will be notified regarding approval or rejection of the refund
  • Approved refunds will be processed to the original payment method

Refund Timeline

Refunds are typically processed within 3-4 days after approval.

Please note:

  • Banks or payment providers may require additional processing time
  • Shipping charges may not be refundable unless applicable by law or due to our error

6. Exchange Policy

We may offer exchanges for:

  • Incorrect sizes
  • Defective items
  • Damaged products
  • Wrong items delivered

Exchange requests must be made within 7 days of delivery.

Exchanges are subject to:

  • Product availability
  • Successful quality inspection of returned items

If the requested exchange item is unavailable, a refund or store credit may be offered.

7. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Clear photos/videos of the product
  • Packaging images
  • Order details

After verification, we may offer:

  • Replacement
  • Exchange
  • Full or partial refund

depending on the situation.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account again
  2. Contact your payment provider or bank
  3. Reach out to us at thesubstance.in@gmail.com

Processing times may vary depending on your financial institution.

9. Cancellation Policy

Orders may only be canceled before they are shipped.

Once an order has been dispatched, cancellation may no longer be possible and the return process will apply instead.

10. Contact Information

For any return, refund, or exchange-related questions, please contact us:

THE SUB/STANCE
Email: thesubstance.in@gmail.com
Phone: +91-7738284156