Refund policy

Refund Policy
Engineered with intention. Backed with confidence.

ELEVEN THEORY is a brand name under which HEMN ESSENTIALS ("we," "us," "our") operates this store. Wherever "ELEVEN THEORY" is mentioned in this Refund Policy, it refers to this brand, operated by HEMN ESSENTIALS, the legal entity responsible for all returns, exchanges, and refunds described below.

30-Day Returns
If your purchase isn't right, ELEVEN THEORY accepts returns within 30 days of delivery.

To be eligible, items must be:

  • Unused and unworn
  • In original condition
  • With tags attached
  • In original packaging
  • Accompanied by proof of purchase
  • Supported by a complete, uninterrupted unboxing video recorded at the time of delivery

The unboxing video must clearly show the sealed package being opened and the condition of the product upon arrival. This is mandatory for all return or exchange requests.

To initiate a return, request approval by contacting admin@eleventheory.in. Once approved, return instructions and a shipping label will be provided. Items sent without prior authorization will not be accepted.

Return shipping costs are the customer's responsibility, except where the return is due to a damaged, defective, or incorrect item, in which case ELEVEN THEORY covers the cost of return shipping.

Refunds are issued for the product price only; original shipping charges are non-refundable.

Damaged or Incorrect Items
Customers are advised to inspect their order immediately upon delivery. In the event of damage, defect, or incorrect product delivery, please contact ELEVEN THEORY within 72 hours of delivery, with the required unboxing video, so the issue can be reviewed and resolved efficiently.

Exchanges
To ensure faster processing and prevent stock delays:

  1. Request approval, then return the original item once authorized.
  2. Once your return is approved and received, place a new order for the preferred product.

All exchange requests must also include the mandatory unboxing video.

European Union – 14-Day Cooling-Off Period
For orders shipped to the European Union, customers may cancel or return their order within 14 days of delivery without providing justification.

Items must remain unused, in original condition, with tags and packaging intact, along with proof of purchase and the required unboxing video.

Refunds
Once the returned item is received and inspected, confirmation of approval will be sent.

Approved refunds are issued to the original payment method within 10 business days (business days exclude weekends and Indian public holidays). Processing times may vary depending on the bank or payment provider.