Refund policy

EXCHANGE & STORE CREDIT POLICY

 

This Return, Exchange & Store Credit Policy ("Policy") governs all purchases made through the official DEADSTCK website and forms an integral part of the Terms of Service applicable to every order placed with us.

This Policy is issued by DS Labs ("Company", "we", "our", or "us"), the owner and operator of the DEADSTCK brand. By accessing our website or purchasing any product from DEADSTCK, you acknowledge that you have read, understood, and agreed to be bound by the terms set forth in this Policy.

This Policy has been prepared in accordance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws governing e-commerce transactions and consumer rights in India.

At DEADSTCK, we are committed to delivering premium-quality apparel and providing a transparent, fair, and consistent post-purchase experience. Every product undergoes careful quality checks before dispatch to ensure it meets our standards. As many of our products are produced in limited quantities, we follow a structured exchange and Store Credit policy that balances customer satisfaction with operational efficiency.

Unless expressly stated otherwise in this Policy or required by applicable law, DS Labs does not offer refunds to the original mode of payment for returned products. Eligible customers may instead receive:

  • A size exchange, subject to stock availability; or
  • Store Credit equivalent to the value of the approved returned product, issued after the returned product has been received and successfully passed our quality inspection.

This Policy applies to all purchases made through the official DEADSTCK website unless expressly stated otherwise on the relevant product page.

WHEREAS

DS Labs recognizes the importance of maintaining customer confidence through transparent and consistent post-purchase practices.

The Company is committed to conducting its business in accordance with applicable consumer protection laws while ensuring that customers are provided with a clear understanding of their rights, responsibilities, and the procedures governing exchanges and Store Credit.

This Policy has been adopted to:

  • establish a fair and transparent framework for handling eligible exchange requests;
  • define the eligibility criteria, timelines, and procedures applicable to post-purchase requests;
  • maintain the quality and integrity of DEADSTCK products;
  • safeguard the Company against misuse of its exchange facilities; and
  • ensure compliance with applicable legal and regulatory requirements governing e-commerce transactions in India.

Accordingly, this Policy shall govern all requests relating to product exchanges, Store Credit, defective products, and other post-purchase concerns arising from purchases made through the official DEADSTCK website.

1. DEFINITIONS

For the purposes of this Policy, unless the context otherwise requires, the following terms shall have the meanings assigned to them below.

1.1 Company

"Company" means DS Labs, including its successors, affiliates, employees, representatives, agents, and authorised personnel operating the DEADSTCK brand.

1.2 Brand

"DEADSTCK" means the consumer-facing apparel and lifestyle brand owned and operated by DS Labs through its official website and authorised sales channels.

1.3 Customer

"Customer" means any individual or legal entity purchasing products directly through the official DEADSTCK website.

1.4 Product

"Product" means any apparel, garment, accessory, or merchandise offered for sale by DS Labs under the DEADSTCK brand.

1.5 Exchange

"Exchange" means the replacement of an eligible Product with the same Product in a different available size, subject to stock availability and compliance with this Policy.

Exchanges shall not be permitted for:

  • different designs;
  • different colours;
  • different collections; or
  • different products.

1.6 Store Credit

"Store Credit" means a non-transferable digital credit issued by DS Labs in lieu of a monetary refund after an approved return has successfully passed the Company's quality inspection.

Store Credit:

  • shall be valid for six (6) months from the date of issue;
  • may only be redeemed on the official DEADSTCK website;
  • cannot be exchanged for cash;
  • cannot be transferred to another person;
  • cannot be redeemed against previous purchases; and
  • shall automatically expire upon the expiry of its validity period.

1.7 Return Request

"Return Request" means a request submitted by the Customer for an eligible size exchange or Store Credit in accordance with this Policy.

1.8 Reverse Shipping

"Reverse Shipping" means the shipment arranged by the Customer to return an eligible Product to DS Labs for inspection.

Unless otherwise stated in this Policy, all reverse shipping costs shall be borne solely by the Customer.

1.9 Eligible Product

"Eligible Product" means a Product that satisfies all eligibility requirements prescribed under this Policy, including being:

  • unused;
  • unworn;
  • unwashed;
  • undamaged;
  • returned with all original tags attached; and
  • returned in its original packaging.

1.10 Quality Inspection

"Quality Inspection" means the internal inspection conducted by DS Labs upon receipt of a returned Product to determine whether it complies with the requirements of this Policy.

The Company's determination following inspection shall be final with respect to eligibility for exchange or Store Credit.

2. INTERPRETATION

Unless the context otherwise requires:

  1. Words importing the singular shall include the plural and vice versa.
  2. Words importing any gender shall include every gender.
  3. References to statutory provisions shall include any amendments, modifications, or re-enactments thereof.
  4. Section headings are inserted for convenience only and shall not affect the interpretation of this Policy.
  5. References to "including" shall be construed as "including without limitation."
  6. In the event of any inconsistency between this Policy and any promotional material or customer communication, the provisions of this Policy shall prevail.
  7. This Policy shall be read together with the Terms of Service, Privacy Policy, Shipping Policy, and any other policies published by DS Labs on the official DEADSTCK website.

3. PURPOSE OF THIS POLICY

The purpose of this Policy is to establish a transparent, fair, and legally compliant framework governing exchanges, returns, and the issuance of Store Credit for products purchased through the official DEADSTCK website.

This Policy is intended to:

  • clearly communicate the circumstances under which a Customer may request an exchange or Store Credit;
  • define the responsibilities of both the Customer and the Company throughout the post-purchase process;
  • protect the integrity and quality standards of DEADSTCK products;
  • provide a consistent mechanism for resolving genuine product-related concerns; and
  • ensure compliance with applicable laws governing e-commerce and consumer protection in India.

By placing an order with DEADSTCK, the Customer acknowledges that they have read, understood, and agreed to this Policy in its entirety.

4. GENERAL POLICY

Deadstck operates a Store Credit and Exchange Only policy.

Accordingly:

  • Monetary refunds are not provided for returned Products.
  • Refunds shall not be processed to the original payment method except where:
    • required under applicable law; or
    • the Company is unable to fulfil a prepaid order after successful payment due to inventory unavailability or cancellation initiated by the Company prior to dispatch.
  • Exchanges are available only for size-related concerns, subject to stock availability.
  • If the requested size is unavailable after approval of an exchange request, Store Credit equivalent to the value of the returned Product shall be issued.
  • Returned Products must successfully pass Deadstck's Quality Inspection before any exchange or Store Credit is approved.

5. ELIGIBILITY FOR EXCHANGE

DS Labs strives to ensure that every DEADSTCK product delivered to its customers meets the highest standards of quality. However, should a Customer require a different size or receive a Product that is defective or incorrect, an exchange request may be submitted in accordance with this Policy.

An exchange request shall only be considered if all of the following conditions are satisfied.

Eligibility Criteria Requirement
Exchange Window The Customer must initiate an exchange request within seven (7) calendar days from the date of delivery.
Reason for Exchange Exchanges are permitted only for size-related concerns or where the Product delivered is defective or incorrect.
Product Condition The Product must be unworn, unused, unwashed, undamaged, free from stains, odours, perfume, lint, pet hair or alterations.
Original Tags All original tags, labels, stickers and packaging must remain attached and intact.
Proof of Purchase The Customer must provide the original order number or invoice.
Inspection Approval Every returned Product is subject to a quality inspection conducted by DS Labs before any exchange or Store Credit is approved.

Submission of an exchange request does not constitute acceptance by the Company. Every request shall remain subject to verification and approval under this Policy.

6. NON-ELIGIBILITY FOR EXCHANGE

To maintain product hygiene, quality standards and fairness to all customers, certain Products and circumstances are not eligible for exchange.

Without limitation, exchange requests shall be rejected if:

6.1 Used or Worn Products

Products showing any indication of use, wear, washing, ironing, alteration, damage, staining, perfume, deodorant, smoke, or any condition inconsistent with a brand-new garment.

6.2 Missing Original Packaging

Products returned without:

  • original tags;
  • labels;
  • packaging;
  • accessories; or
  • invoice (where requested).

6.3 Exchange Request Submitted After Seven Days

Requests initiated after the expiry of the seven (7) day exchange period shall automatically become ineligible.

6.4 Incorrect Return Condition

Products returned folded improperly, damaged during return transit due to inadequate packaging, or otherwise rendered unsaleable by the Customer.

6.5 Sale Products

Products purchased during:

  • clearance sales;
  • end-of-season sales;
  • promotional campaigns;
  • flash sales; or
  • any Product expressly marked as Final Sale, Non-Exchangeable, or Non-Returnable

shall not be eligible for exchange or Store Credit.

6.6 Multiple Exchanges

Only one exchange request shall be permitted per order.

Products exchanged once shall not qualify for a second exchange.

6.7 Wrong Address or Delivery Failure

Exchange requests arising solely because the Customer entered an incorrect delivery address or failed to receive the shipment despite courier delivery attempts shall not qualify under this Policy.

6.8 Size Preference After Exchange

Once an approved size exchange has been completed, further exchanges based solely on sizing preference shall not be accepted.

7. DEFECTIVE OR INCORRECT PRODUCTS

DS Labs takes every reasonable measure to ensure accurate fulfilment of all orders.

If a Customer receives:

  • an incorrect Product;
  • an incorrect size;
  • a defective Product;
  • a manufacturing defect; or
  • a Product damaged prior to delivery,

the Customer must notify DS Labs within seven (7) calendar days of delivery.

The exchange request must include:

  • Order Number;
  • photographs of the Product;
  • photographs of the shipping package;
  • photographs showing the defect or incorrect item; and
  • any additional information reasonably requested by the Company.

DS Labs reserves the right to request an unboxing video where necessary for verification.

Returned Products shall undergo a quality inspection after receipt.

If the inspection confirms the reported issue, DS Labs shall issue Store Credit equal to the purchase value of the Product after successful inspection.

No monetary refund shall be provided except where required by applicable law.

8. INVENTORY UNAVAILABILITY

If the requested replacement size becomes unavailable after an exchange request has been approved, DS Labs shall issue Store Credit equivalent to the purchase price of the returned Product.

The Customer may redeem such Store Credit against any eligible purchase made through the official DEADSTCK website during its validity period.

If DS Labs is unable to fulfil a prepaid order before dispatch due to inventory unavailability or operational reasons, the Company shall process a full refund to the Customer's original method of payment within a reasonable period.

9. PROCESSING TIMELINE

DS Labs endeavours to process exchange requests promptly.

The standard processing timeline is as follows:

Stage Estimated Timeline
Exchange request submitted Within 7 days of delivery
Initial review 2–3 business days
Customer dispatches return At Customer's expense
Product received by DS Labs Depends upon courier transit
Quality Inspection 2–3 business days
Store Credit issuance Within 2 business days after successful inspection

These timelines are estimates only and may vary depending upon logistics partners, public holidays, operational requirements or circumstances beyond the Company's reasonable control.

10. EXCHANGE PROCEDURE

DS Labs is committed to providing a transparent and efficient exchange process for eligible purchases made through the official DEADSTCK website. Customers requesting an exchange or Store Credit must comply with the procedure outlined below.

Submission of an exchange request does not automatically entitle the Customer to an exchange or Store Credit. Every request shall remain subject to verification, eligibility assessment, and successful completion of the Company's Quality Inspection.

Step 1 – Initiating an Exchange Request

The Customer must submit an exchange request within seven (7) calendar days from the date of delivery.

Exchange requests submitted after the prescribed period shall not be considered.

The request must include:

  • Order Number;
  • Full Name;
  • Registered Email Address;
  • Contact Number;
  • Reason for Exchange;
  • Preferred Replacement Size (if applicable);
  • Clear photographs of the Product;
  • Photographs showing all original tags attached; and
  • Any additional information reasonably requested by DS Labs.

Where a Product is claimed to be defective or incorrect, DS Labs may request an unboxing video or additional photographic evidence to facilitate verification.

Step 2 – Request Review

Upon receiving an exchange request, DS Labs shall review the submitted information to determine whether the request satisfies the eligibility requirements under this Policy.

The Company reserves the right to request additional information or documentation before approving or rejecting any request.

Submission of incomplete or inaccurate information may result in delays or rejection of the request.

Step 3 – Return Shipment

Once the exchange request has been approved, the Customer shall arrange and bear the cost of returning the Product to the address communicated by DS Labs.

The Product must be securely packaged to prevent damage during transit.

DS Labs shall not be responsible for:

  • loss during transit;
  • courier delays;
  • damaged return shipments; or
  • parcels delivered to an incorrect address due to customer error.

Customers are strongly advised to use a reputable courier service with shipment tracking.

Step 4 – Receipt & Quality Inspection

Upon receipt of the returned Product, DS Labs shall conduct a comprehensive Quality Inspection.

The inspection shall verify, among other things:

  • overall condition of the Product;
  • evidence of wear or usage;
  • washing or alterations;
  • stains or odours;
  • damage caused after delivery;
  • removal or tampering of original tags;
  • completeness of packaging; and
  • compliance with this Policy.

Quality Inspection generally takes two (2) to three (3) business days, although additional time may be required during peak operational periods.

The decision of DS Labs following inspection shall be final.

Step 5 – Resolution

If the returned Product successfully passes Quality Inspection, DS Labs shall proceed as follows:

A. Size Available

If the requested replacement size is available in inventory, the Company shall dispatch the replacement Product to the Customer.

B. Size Unavailable

If the requested replacement size is unavailable, DS Labs shall issue Store Credit equal to the purchase value of the returned Product.

Store Credit shall be issued only after the returned Product has successfully passed Quality Inspection.

C. Defective or Incorrect Product

If the returned Product is verified to be defective due to a manufacturing defect or an order fulfilment error attributable to DS Labs, the Company shall issue Store Credit equal to the purchase value of the Product after successful completion of Quality Inspection.

11. STORE CREDIT POLICY

DS Labs follows a Store Credit Only model for all approved returns.

Except where required under applicable law or expressly provided under this Policy, no monetary refund shall be issued.

Store Credit represents the value of an approved returned Product and may be redeemed exclusively through the official DEADSTCK website.

Issuance of Store Credit

Store Credit shall only be issued after:

  • the returned Product has been received by DS Labs;
  • the Product has successfully passed the Company's Quality Inspection; and
  • the exchange request has been approved.

The Company reserves the right to refuse issuance of Store Credit if the returned Product fails inspection or otherwise violates this Policy.

Validity

Store Credit shall remain valid for six (6) months from the date of issuance.

Upon expiry, unused Store Credit shall automatically lapse without notice.

Expired Store Credit shall not be reinstated, renewed, or converted into cash.

Conditions of Use

Store Credit:

  • may only be redeemed on the official DEADSTCK website;
  • cannot be exchanged for cash;
  • cannot be transferred;
  • cannot be sold;
  • cannot be redeemed against previous purchases;
  • cannot be converted into gift cards or vouchers; and
  • may only be used by the Customer to whom it was originally issued.

If the value of the new purchase exceeds the available Store Credit, the Customer shall pay the remaining balance using one of the payment methods accepted by the Company.

If the purchase value is less than the available Store Credit, any unused balance shall continue to remain available until the expiry date unless otherwise specified.

12. CUSTOMER OBLIGATIONS

Customers requesting an exchange acknowledge and agree to comply with the following obligations.

The Customer shall ensure that every returned Product is:

  • unworn;
  • unused;
  • unwashed;
  • free from stains;
  • free from perfume or deodorant;
  • free from pet hair or lint;
  • undamaged;
  • accompanied by all original tags;
  • returned in original packaging.

Customers shall package returned Products appropriately to avoid damage during transit.

DS Labs shall not be liable for damage occurring during reverse shipment arranged by the Customer.

Customers shall provide accurate information while submitting exchange requests.

Knowingly providing false, misleading or fraudulent information may result in permanent refusal of future exchange requests.

13. LIMITATIONS

Without prejudice to any other rights available under law, DS Labs reserves the right to reject any exchange request where:

  • eligibility conditions are not satisfied;
  • Products fail Quality Inspection;
  • original tags have been removed;
  • Products have been washed, altered or worn;
  • the exchange request is submitted after seven (7) days;
  • sale or promotional Products are returned;
  • multiple exchanges are requested for the same order;
  • evidence of misuse or fraud is identified; or
  • the returned Product is materially different from the Product originally supplied.

Where an exchange request is rejected, DS Labs may, at its sole discretion, return the Product to the Customer at the Customer's expense.

The Company shall not be liable for any indirect, consequential, incidental, or special damages arising from rejection of an exchange request in accordance with this Policy.

14. GRIEVANCE REDRESSAL

DS Labs is committed to providing prompt, transparent, and fair assistance to all Customers. If a Customer has any concern relating to an order, exchange request, Store Credit, Product quality, or any matter arising under this Policy, the Customer may contact the Company through the official customer support channels.

Customers are encouraged to first contact our Customer Support Team so that concerns may be resolved as quickly as possible.

To assist us in resolving a concern efficiently, Customers should provide:

  • Full Name;
  • Order Number;
  • Registered Email Address;
  • Contact Number;
  • A detailed description of the concern;
  • Relevant photographs or supporting documents, where applicable.

DS Labs shall make reasonable efforts to acknowledge customer communications within a reasonable period and endeavour to resolve eligible concerns as promptly as possible.

Where additional verification, courier investigation, or product inspection is required, resolution timelines may be extended. In such cases, the Customer shall be informed accordingly.

Nothing contained in this Policy shall restrict or limit any statutory rights available to Customers under applicable law.

15. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, DS Labs shall not be liable for any delay, rejection, or inability to process an exchange request arising from circumstances beyond its reasonable control, including but not limited to:

  • courier or logistics delays;
  • natural disasters;
  • acts of government;
  • strikes or labour disruptions;
  • technical failures;
  • internet or payment gateway outages;
  • force majeure events; or
  • incorrect information provided by the Customer.

DS Labs shall not be responsible for:

  • Products damaged during reverse shipping arranged by the Customer;
  • delays caused by third-party logistics providers;
  • exchange requests submitted outside the prescribed timelines;
  • Products that fail the Company's Quality Inspection;
  • loss resulting from incorrect delivery information provided by the Customer; or
  • indirect, incidental, consequential, or special damages arising out of or relating to any exchange request.

Nothing in this Policy excludes any liability that cannot legally be excluded under applicable law.

16. GOVERNING LAW & JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of the Republic of India.

Any dispute arising out of or relating to this Policy, the purchase of Products, Store Credit, exchanges, or any transaction with DS Labs shall be subject to the exclusive jurisdiction of the competent courts located in New Delhi, India, unless otherwise required by applicable law.

Nothing contained herein shall prejudice any mandatory statutory rights available to Consumers under applicable legislation.

17. AMENDMENTS TO THIS POLICY

DS Labs reserves the right to amend, modify, update, suspend, or replace this Policy, in whole or in part, at any time and without prior notice, to reflect changes in applicable law, operational requirements, business practices, or customer service processes.

Any revised version of this Policy shall become effective immediately upon publication on the official DEADSTCK website unless otherwise specified.

Customers are encouraged to review this Policy periodically to remain informed of any updates.

Continued use of the DEADSTCK website or the placement of orders following the publication of any revised Policy shall constitute acceptance of the updated terms.

18. SEVERABILITY

If any provision of this Policy is determined by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be deemed severed from this Policy to the extent of such invalidity or unenforceability.

The remaining provisions shall continue to remain valid, enforceable, and in full force and effect.

19. ENTIRE POLICY

This Policy constitutes the complete and exclusive agreement between the Customer and DS Labs with respect to returns, exchanges, and Store Credit relating to Products purchased through the official DEADSTCK website.

This Policy supersedes all prior representations, communications, understandings, or customer support guidance relating to the subject matter contained herein.

In the event of any inconsistency between this Policy and any promotional material, marketing communication, or informal customer support correspondence, the provisions of this Policy shall prevail.

20. CONTACT US

If you have any questions regarding this Policy or wish to initiate an eligible exchange request, you may contact us using the details below:

DS Labs
Brand: DEADSTCK

Customer Support Email: info@deadstck.in

Principal Place of Business: New Delhi, Delhi, India

Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST), excluding public holidays.

When contacting us, please include your Order Number, Full Name, and Registered Email Address to help us process your request efficiently.

By placing an order through the official DEADSTCK website, the Customer acknowledges that they have read, understood, and agreed to be bound by the terms and conditions of this Policy.