Shipping, Returns & Exchange, Cancellation Policy
Effective Date: 27 August 2026
We want you to have a simple and transparent experience when shopping with SIX BY ELEVEN.
This Policy explains our shipping, delivery, returns, exchanges, cancellations, refunds and store-credit processes.
This Policy applies to all orders placed through the SIX BY ELEVEN website ("Website").
By placing an order through the Website, you acknowledge that you have read and understood this Policy.
Nothing in this Policy is intended to exclude, restrict or waive any right or remedy that cannot legally be excluded, restricted or waived under applicable law.
1. SHIPPING
Standard Shipping
All eligible orders are provided with free standard shipping unless otherwise stated at checkout.
The estimated delivery timeline applicable to your order will be displayed on the relevant product page, checkout page, order confirmation or tracking information.
All delivery timelines provided by SIX BY ELEVEN are estimates only and are not guaranteed.
Actual delivery times may vary depending on the destination, courier operations, weather conditions, transportation conditions, customer availability, operational delays and other circumstances beyond our reasonable control.
SIX BY ELEVEN shall not be liable for delays caused by third-party courier partners or circumstances beyond its reasonable control, subject to applicable law.
Express Shipping
Where express shipping is available, the applicable express shipping fee and estimated delivery timeline will be displayed at checkout.
Express shipping is a shipping-priority service and not a guaranteed delivery service.
Payment of an express shipping fee does not constitute a promise, representation or guarantee that your order will be delivered within a particular number of days or on a particular date.
All express delivery timelines are estimates only and are not guaranteed.
Delivery may be delayed due to courier operations, weather conditions, transportation disruptions, high shipment volumes, incorrect or incomplete delivery information, customer unavailability, public holidays, force majeure events or other circumstances beyond the reasonable control of SIX BY ELEVEN.
Unless otherwise required by applicable law, a delay in express delivery does not automatically entitle the customer to cancellation, compensation, damages or any other monetary claim solely on account of the delay.
2. MULTIPLE SHIPMENTS
Orders containing multiple products may be dispatched from different warehouses or locations.
Products belonging to the same order may therefore arrive in separate packages and on different dates.
Separate tracking information may be provided for different shipments.
An order should not be considered incomplete merely because all products have not arrived in the same shipment.
3. DELIVERY
Orders are delivered through independent third-party courier and logistics partners.
Customers are responsible for providing a complete and accurate delivery address, phone number, email address and any other information required for successful delivery.
SIX BY ELEVEN is not responsible for delays, failed deliveries or additional logistics costs caused by incorrect or incomplete information supplied by the customer.
Where an address correction is requested after dispatch, SIX BY ELEVEN may attempt to assist but cannot guarantee that the courier will be able to make the requested change.
Customers are encouraged to inspect their package promptly upon delivery and retain the original packaging until any delivery or product-related concern has been resolved.
4. DELAYED, LOST OR RETURNED SHIPMENTS
If an order is delayed, lost, returned to origin or otherwise not delivered, SIX BY ELEVEN may investigate the shipment with the relevant courier partner.
Where appropriate, SIX BY ELEVEN may arrange a replacement shipment, store credit, refund or another resolution, as determined by SIX BY ELEVEN based on the circumstances of the case and subject to applicable law.
If a shipment is marked as delivered by the courier but the customer reports non-receipt, SIX BY ELEVEN may investigate using available evidence, including:
• courier delivery records;
• delivery scans;
• delivery-agent information;
• delivery photographs;
• GPS/location information where available;
• call records;
• security-gate records;
• CCTV footage;
• customer statements; and
• other relevant information reasonably available.
Customers are required to reasonably cooperate with any delivery investigation.
A disputed delivery does not automatically entitle a customer to a refund or replacement. SIX BY ELEVEN will review the available evidence and determine the appropriate resolution, subject to applicable law.
5. DELIVERY DISPUTES
If you believe an order marked as delivered was not received, please contact SIX BY ELEVEN as soon as reasonably possible.
To investigate the matter, we may request reasonable supporting information or evidence, including:
• CCTV footage;
• call recordings;
• delivery-agent details;
• security-gate records;
• photographs;
• communications with the delivery agent or courier; or
• any other relevant information available to you.
SIX BY ELEVEN may also obtain information from the relevant courier partner.
Where the available evidence reasonably establishes delivery to the address provided by the customer, SIX BY ELEVEN may decline a claim of non-delivery, subject to applicable law.
6. CASH ON DELIVERY (COD)
COD may be available for selected products, locations and order values.
A COD convenience fee of ₹50 may apply to eligible COD orders.
COD orders may be subject to phone, WhatsApp or other verification before dispatch.
SIX BY ELEVEN may decline or cancel a COD order where:
• the order cannot reasonably be verified;
• the delivery location is not serviceable;
• there is a history of repeated refused or undelivered COD orders;
• there is suspected misuse or fraudulent activity;
• the order presents an unreasonable operational or collection risk; or
• other reasonable operational circumstances make COD unsuitable.
7. PARTIAL COD
For selected products, locations or orders, SIX BY ELEVEN may offer Partial COD.
Under Partial COD, the customer pays an advance amount equal to the percentage displayed at checkout, with the remaining balance payable upon delivery.
The applicable advance amount and balance payable will be clearly displayed before the order is confirmed.
The advance amount forms part of the total order value and will be adjusted against the order value upon successful delivery.
If a Partial COD Order Is Not Accepted
Once a Partial COD order has been confirmed and dispatched, the customer is expected to accept the order and pay the remaining balance upon delivery.
If a customer refuses, rejects or fails to accept a dispatched Partial COD order, or repeatedly remains unavailable for delivery, SIX BY ELEVEN may treat the order as a customer-initiated cancellation/non-acceptance after dispatch.
In such circumstances, the advance amount already paid may be retained and applied towards cancellation, processing, forward-shipping, return-to-origin and other reasonable logistics costs incurred by SIX BY ELEVEN in connection with the order, subject to applicable law.
The advance amount shall not automatically be treated as refundable merely because the customer subsequently chooses not to accept the dispatched order.
Where any portion of the advance remains after accounting for applicable costs and any amount is legally required to be returned, the applicable amount will be dealt with in accordance with applicable law.
Repeated refusal or non-acceptance of Partial COD orders may result in Partial COD and/or COD being disabled for future orders.
This provision does not apply where the customer can reasonably establish that the failed delivery or non-acceptance was caused by SIX BY ELEVEN or the courier partner.
8. REFUSAL OR NON-ACCEPTANCE OF FULL COD ORDERS
Once a full COD order has been dispatched, the customer is expected to accept the order and pay the applicable amount upon delivery.
Where a customer intentionally refuses or fails to accept a dispatched COD order, SIX BY ELEVEN may recover the reasonable and actual logistics costs incurred in connection with that order, including applicable forward shipping, return-to-origin and other directly attributable logistics costs, subject to applicable law.
Repeated refusal or non-acceptance of COD orders may result in COD being disabled for future orders.
This provision does not apply where the customer can reasonably establish that the failed delivery was caused by SIX BY ELEVEN or the courier partner.
9. RETURNS & EXCHANGES
SIX BY ELEVEN offers eligible customers the option to request a return or size exchange subject to this Policy.
A return or exchange request must be initiated within 7 calendar days from the date of delivery of the relevant T-shirt.
The 7-day period applies to the initiation of the request.
Requests made after the 7-day period may be rejected, except where otherwise required by applicable law.
How to Request a Return or Exchange
All return and exchange requests must be initiated through the official SIX BY ELEVEN Returns & Exchange Portal:
Returns & Exchange Portal:
https://returnhq-web.vercel.app/portal/six-by-eleven
Customers may also contact us for assistance:
WhatsApp / Phone: +91 9597544611
Email: sixbyelevenstudio@gmail.com
Please provide your order number, registered contact details, product information and any other information reasonably requested by SIX BY ELEVEN.
Do not send a product back without first initiating the return/exchange request unless SIX BY ELEVEN specifically instructs you to do so.
Submitting a request does not mean that the return or exchange has been approved.
10. RETURN & EXCHANGE ELIGIBILITY
For a voluntary return or exchange, the T-shirt must:
• be completely unused and unworn;
• not have been washed;
• not have been altered, modified, repaired or damaged;
• not have stains, marks, odours or other signs of use;
• have all original tags attached;
• be returned in its original packaging, wherever applicable;
• be in a condition suitable for resale; and
• correspond to the product originally supplied by SIX BY ELEVEN.
Customers are strongly advised to check the applicable size chart before placing an order.
The customer is responsible for selecting the correct size and product at the time of purchase.
11. RETURN / EXCHANGE APPROVAL & QUALITY CHECK
Submission of a return or exchange request does not constitute approval.
All returned products are subject to quality inspection after reaching the SIX BY ELEVEN warehouse.
The inspection may verify:
• whether the product has been used;
• whether the product has been washed;
• whether tags remain attached;
• whether the product has been altered or damaged;
• whether the product corresponds to the item originally shipped;
• whether the product has been substituted;
• whether the packaging requirements have been complied with; and
• whether the product satisfies this Policy.
A return or exchange will be processed only after the product successfully passes the applicable quality inspection.
SIX BY ELEVEN may reject a voluntary return or exchange where the product does not satisfy the eligibility requirements.
Where an ineligible return has already been received, the customer may be required to pay the applicable shipping cost before the product is returned.
12. RETURN / EXCHANGE LOGISTICS
For returns or exchanges arising from:
• size selection;
• change of mind;
• preference;
• ordering the wrong size;
• ordering the wrong product; or
• any other reason not attributable to an error or defect caused by SIX BY ELEVEN,
the customer is responsible for the reverse logistics cost.
Where SIX BY ELEVEN arranges a reverse pickup, the charge is ₹125 per T-shirt.
Where the customer has already paid the ₹125 reverse-pickup charge separately, no additional ₹125 deduction will be made from the store credit.
The ₹125 charge applies separately to each T-shirt being returned or exchanged.
Customers may alternatively self-ship the product to:
SIX BY ELEVEN
23/40 Bagirathi Ammal Street
T. Nagar, Chennai – 600017
Tamil Nadu, India
Phone: +91 9597544611
Customers choosing self-shipping are responsible for the shipping cost and should retain the courier receipt and tracking information until the return has been successfully processed.
SIX BY ELEVEN will not be responsible for products lost or damaged during customer-arranged self-shipping, except where required by applicable law.
13. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If you receive a product that is:
• materially damaged;
• defective due to a manufacturing or printing issue;
• materially different from the product ordered; or
• incorrect,
please contact SIX BY ELEVEN as soon as reasonably possible and preferably within 48 hours of delivery.
You may be asked to provide:
• order number;
• clear photographs of the product;
• photographs of the shipping package;
• photographs of the shipping label;
• photographs or videos showing the issue; and
• any other information reasonably required to investigate the complaint.
For certain damage or transit-related claims, SIX BY ELEVEN may request an unboxing/unpacking video or other supporting evidence.
The absence of an unboxing video will not by itself prevent SIX BY ELEVEN from investigating a genuine complaint.
Where SIX BY ELEVEN verifies that the product supplied was incorrect or had a manufacturing/printing defect attributable to SIX BY ELEVEN, the applicable reverse logistics cost will be borne by SIX BY ELEVEN.
Following verification, SIX BY ELEVEN will determine the appropriate remedy, subject to applicable law.
14. STORE CREDIT
For eligible voluntary returns and exchanges, store credit is the standard commercial resolution offered by SIX BY ELEVEN.
Store credit will ordinarily be issued only after:
- the returned T-shirt reaches the SIX BY ELEVEN warehouse; and
- the T-shirt successfully passes quality inspection.
Store credit may take up to 48 hours after completion of the quality inspection to be issued.
Store credit may be provided through a coupon/discount code communicated to the customer's registered email address or WhatsApp number.
15. VALUE OF STORE CREDIT
For an approved return or exchange, the value of the store credit shall be based on the regular selling price of the returned T-shirt displayed on the SIX BY ELEVEN Website at the time the return is processed.
The regular selling price does not include temporary promotional prices, flash-sale prices, coupons, vouchers, promotional codes, bundle discounts, loyalty benefits or other temporary price reductions.
Any discount, promotional offer, coupon, voucher or other price reduction applied to the original order will not be carried forward to reduce the store-credit value, subject to applicable law.
Where the customer has already paid the applicable ₹125 reverse-pickup charge separately, no further ₹125 deduction will be made.
Where the ₹125 reverse-pickup charge has not been paid separately and SIX BY ELEVEN arranges the reverse pickup, ₹125 per T-shirt will be deducted from the store credit.
The store credit will therefore be calculated as:
Regular selling price of returned T-shirt at the time of return processing
LESS: ₹125 reverse-pickup charge, where applicable and not already paid separately
= Store credit issued
SIX BY ELEVEN reserves the right to determine the applicable regular selling price based on the price displayed on the relevant product page at the time the return is processed, subject to applicable law.
16. STORE CREDIT VALIDITY
Store credit issued by SIX BY ELEVEN shall be valid for 12 months from the date of issue, unless otherwise required by applicable law.
Customers are responsible for using the store credit within its validity period.
Expired store credit may not be reinstated unless required by applicable law or expressly approved by SIX BY ELEVEN.
17. ORDERS PLACED USING STORE CREDIT
Any order placed wholly or partly using store credit shall be considered final sale for voluntary returns and exchanges.
Accordingly, a customer cannot generate repeated cycles of store credit by returning a product purchased using store credit.
This restriction does not affect any rights or remedies available in respect of a product that is defective, damaged or incorrectly supplied, subject to applicable law.
18. SALE & FINAL-SALE PRODUCTS
Products expressly identified on the Website as Final Sale, Non-Returnable, or otherwise excluded from voluntary returns/exchanges at the time of purchase are not eligible for voluntary return or exchange.
Any product-specific return or exchange conditions displayed on the relevant product page or at checkout shall apply to that purchase.
Nothing in this section excludes any mandatory statutory remedy available under applicable law.
19. CANCELLATION OF ORDERS
Orders placed through the SIX BY ELEVEN Website are processed promptly after confirmation.
Customers may request cancellation as soon as possible after placing an order.
Cancellation requests received before the order enters processing may ordinarily be cancelled without a cancellation/processing charge.
Once an order has entered processing, packing, inventory allocation or other fulfilment activities, cancellation may no longer be possible.
Where SIX BY ELEVEN accepts a cancellation request after processing has commenced but before dispatch, a cancellation and processing charge of up to 25% of the order value may be applicable, taking into account processing, payment handling, inventory allocation, packing and other operational costs already incurred in connection with the order.
The applicable charge, if any, will be communicated to the customer before the cancellation is processed and shall be subject to applicable law.
Once an order has been dispatched, it cannot ordinarily be cancelled through SIX BY ELEVEN. The customer may instead be required to accept delivery and follow the applicable return procedure under this Policy.
Where SIX BY ELEVEN cancels a confirmed order for reasons attributable solely to SIX BY ELEVEN, SIX BY ELEVEN will provide the applicable refund or other remedy in accordance with applicable law.
20. REFUNDS
For voluntary returns where a return is commercially offered by SIX BY ELEVEN, store credit is the standard resolution.
SIX BY ELEVEN does not ordinarily provide monetary refunds to the original bank account or payment source for voluntary returns where store credit is offered as the applicable resolution.
Where a monetary refund is required under applicable law, or is expressly approved by SIX BY ELEVEN, the refund will be processed using the applicable payment method and within the timeframe required by applicable law or communicated to the customer.
SIX BY ELEVEN will not apply a blanket or punitive percentage deduction merely because a customer requests a monetary refund.
Any deduction from a monetary refund, where legally permissible, shall be limited to amounts permitted under applicable law and expressly communicated to the customer.
21. FRAUD, ABUSE & REPEATED RETURN ACTIVITY
SIX BY ELEVEN reserves the right, subject to applicable law, to investigate transactions involving suspected:
• fraudulent claims;
• false delivery or non-delivery claims;
• product substitution;
• deliberate product damage;
• repeated unreasonable return activity;
• misuse of COD;
• misuse of promotional offers;
• abuse of store credit;
• multiple accounts created to circumvent return restrictions; or
• other conduct intended to obtain an unfair or unauthorized benefit.
Where there is reasonable evidence of abuse or fraudulent activity, SIX BY ELEVEN may, subject to applicable law, restrict or suspend certain services, including COD, returns, exchanges or promotional benefits.
SIX BY ELEVEN may retain relevant transaction, communication, courier and product records for the purpose of investigating suspected abuse or fraud.
Nothing in this section limits any legitimate statutory consumer right.
22. THIRD-PARTY COURIERS
SIX BY ELEVEN uses independent third-party logistics and courier partners for delivery.
While SIX BY ELEVEN will make reasonable efforts to assist customers with delivery-related issues, certain delays, operational failures or actions of third-party courier partners may be outside SIX BY ELEVEN's direct control.
Where a courier-related issue occurs, SIX BY ELEVEN may investigate the matter and coordinate with the courier partner to seek an appropriate resolution.
Nothing in this section excludes any liability or remedy that cannot legally be excluded under applicable law.
23. CUSTOMER SUPPORT
For return, exchange, delivery or product-related assistance, customers may contact:
WhatsApp / Phone: +91 9597544611
Email: sixbyelevenstudio@gmail.com
Customers should retain their order number and relevant communications until the matter has been resolved.
24. GOVERNING LAW & JURISDICTION
This Policy, all orders placed through the SIX BY ELEVEN Website, and any contractual or commercial dispute arising out of or relating to such orders shall be governed by and construed in accordance with the laws of India.
Subject to applicable law and the jurisdiction of any statutory or consumer forum that cannot lawfully be excluded, the parties agree that the courts and judicial forums having territorial jurisdiction over Chennai, Tamil Nadu, India shall have exclusive jurisdiction in respect of disputes arising out of or relating to any order, transaction, product, service or this Policy.
SIX BY ELEVEN's principal place of business is in Chennai, Tamil Nadu, and Chennai shall be the designated contractual jurisdiction for civil, commercial, contractual and other proceedings where such exclusive jurisdiction can legally be agreed.
Nothing in this clause shall be interpreted as restricting, excluding or waiving any mandatory statutory right or remedy available to a consumer under applicable Indian law, including the right to approach a competent Consumer Commission or other statutory authority having jurisdiction under applicable law.
Where a dispute is capable of being resolved directly between the parties, the customer is encouraged to first contact SIX BY ELEVEN customer support and provide the relevant order details and supporting information before initiating formal proceedings.
25. POLICY VERSION APPLICABLE TO AN ORDER
The version of this Policy displayed on the Website and applicable at the time an order is placed shall ordinarily govern that order, subject to mandatory requirements of applicable law.
SIX BY ELEVEN may update this Policy from time to time to reflect changes in its operations, logistics arrangements, products, services or applicable law.
26. NO WAIVER OF STATUTORY RIGHTS
This Policy sets out SIX BY ELEVEN's commercial procedures relating to shipping, returns, exchanges, cancellations and refunds.
Where any provision of this Policy conflicts with a mandatory requirement of applicable law, the applicable law shall prevail to the extent of that conflict.
Nothing in this Policy is intended to exclude or limit any consumer right or remedy that cannot legally be excluded or limited.
QUICK REFERENCE
Shipping: Standard and express delivery timelines are estimates and are not guaranteed.
Returns / Exchanges: Request within 7 calendar days of delivery.
Returns Portal:
https://returnhq-web.vercel.app/portal/six-by-eleven
Customer-Initiated Reverse Pickup: ₹125 per T-shirt.
Pickup Already Paid: ₹125 will not be deducted again if already paid separately.
Self-Shipping: Permitted at the customer's expense.
Defective / Incorrect Product: Report as soon as reasonably possible, preferably within 48 hours.
Store Credit: Valid for 12 months.
Store Credit Value: Based on the regular selling price displayed on the Website at the time the return is processed, excluding temporary promotions, flash sales, coupons, vouchers and other promotional reductions.
Used / Washed / Altered Products: Not eligible for voluntary return/exchange.
Tags Removed: Not eligible for voluntary return/exchange.
Final-Sale Products: Not eligible for voluntary return/exchange where expressly identified as such, subject to applicable law.
Store-Credit Purchases: Final sale for voluntary returns/exchanges.
Full COD Refusal: Reasonable and actual logistics costs may be recovered where a dispatched COD order is intentionally refused or repeatedly not accepted.
Partial COD: An advance amount is payable as displayed at checkout. If a dispatched Partial COD order is refused or not accepted, the advance may be retained and applied toward cancellation, processing and reasonable logistics costs incurred in connection with the order, subject to applicable law.
Cancellation: Cancellation before processing may ordinarily be free. Where SBE accepts cancellation after processing has commenced but before dispatch, a cancellation/processing charge of up to 25% may apply, subject to applicable law.
Refunds: Store credit is the standard commercial resolution for eligible voluntary returns. Monetary refunds will be provided where required by applicable law or expressly approved by SIX BY ELEVEN.
Jurisdiction: Chennai, Tamil Nadu, subject to applicable statutory and consumer-forum jurisdiction.
SIX BY ELEVEN
Business Address:
23/40 Bagirathi Ammal Street
T. Nagar, Chennai – 600017
Tamil Nadu, India
WhatsApp / Phone: +91 9597544611
Email: sixbyelevenstudio@gmail.com