Refund policy
Last Updated: 9 August 2026
At Chapter 13, we want you to have a smooth and satisfactory shopping experience. Since our products are personal-care and scalp/hair-care products, returns and exchanges are subject to the conditions mentioned below for hygiene and safety reasons.
1. Return Eligibility
We accept returns only when the product is:
- Unused and unopened
- In its original packaging
- In the same condition in which it was delivered
- Accompanied by the original order details/invoice
For hygiene and safety reasons, opened, used, or partially used hair and scalp-care products are generally not eligible for return or exchange.
2. Return Window
Return requests must be raised within 7 days of receiving the order.
To request a return, contact us at:
Email: chapter13official@gmail.com
Please include:
- Order number
- Name used while placing the order
- Product name
- Reason for return
- Clear photographs/videos of the product, packaging, and shipping label where applicable
Our team will review the request and confirm whether the return is eligible.
3. Damaged, Defective or Incorrect Product
If you receive:
- A damaged product
- A defective product
- A leaking product
- A product different from what you ordered
- A missing product
please contact us within 48 hours of delivery.
We may request photographs or a video showing the product and packaging to verify the issue.
After verification, Chapter 13 may offer a replacement or refund, depending on the circumstances and product availability.
4. Products That Cannot Be Returned
For hygiene and safety reasons, the following are generally not eligible for return:
- Opened products
- Used products
- Partially used products
- Products without their original packaging
- Products damaged after delivery due to improper handling or storage
- Products returned after the applicable return period
- Products purchased during a final-sale/non-returnable promotion, where clearly mentioned at the time of purchase
5. Refunds
Once your return is received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved, the refund will be processed to the original payment method, wherever possible.
Depending on your bank, card issuer, payment provider, or other financial institution, the refunded amount may take additional business days to appear in your account.
6. Shipping Charges
Original shipping charges, if any, may be non-refundable unless the return is due to an error on our part, such as:
- Wrong product shipped
- Damaged product
- Defective product
- Missing product
Any applicable return shipping charges will be communicated to you before the return is processed.
7. Cancellation Policy
You may request cancellation of your order before it has been dispatched.
Once an order has been dispatched, cancellation may not be possible.
If the order has already been shipped, you may need to receive the order and follow the applicable return procedure, if eligible.
To request cancellation, contact us as soon as possible at:
8. Exchanges
We may provide an exchange or replacement for products that arrive damaged, defective, or incorrect, subject to verification and product availability.
For hygiene reasons, exchanges are generally not available for products that have been opened or used.
9. Refund for Failed or Cancelled Orders
If an order is successfully paid for but cannot be fulfilled by Chapter 13 due to stock availability, operational issues, or other reasons attributable to us, the eligible amount will be refunded to the original payment method.
10. Return Process
To initiate a return:
Step 1: Email us at chapter13official@gmail.com
Step 2: Mention your order number and reason for the return.
Step 3: Provide photographs/videos if requested.
Step 4: Wait for our team to confirm return eligibility.
Step 5: If approved, follow the return instructions provided by our team.
Do not send products back to us without receiving return instructions from Chapter 13.
11. Contact Us
For any return, refund, cancellation, or exchange-related questions, please contact:
Chapter 13
Email: chapter13official@gmail.com
We reserve the right to review each return/refund request individually and take appropriate action in accordance with this policy and applicable laws.