Refund & Cancellation Policy

Cancellation Window

Upon order confirmation, a 1-hour cancellation window is available. During this time, you can conveniently cancel your order directly from your account dashboard. Once this window closes, the order can no longer be cancelled.

Cancellation Charges (3.3% Deduction)

In the event of a successful cancellation, your refund will be processed after a 3.3% deduction. This includes a non-refundable 1.95% payment gateway charge (plus 18% GST) and a 1% Shopify platform fee.

Why is this deducted? These are standard transaction charges levied by Shopify and our payment gateways (e.g., Razorpay) for processing your payment. Since these fees are not returned to us upon cancellation, we are unable to refund this 3.3% portion. We sincerely appreciate your understanding.

Post-Shipment Cancellations

Cancellation is strictly not possible once an order has been shipped from our facility. At this stage, orders are considered to be in-transit and cannot be stopped or redirected.

Refund Process & Timelines

Refunds for cancelled orders will be processed back to your original payment account within 1 to 3 working days of receiving the cancellation request.

As refunds are routed through your payment gateway, it may take up to 7 working days to reflect in your account under certain circumstances.

For a hassle-free alternative, we also offer refunds via BornStory Store Coupons, which you can use seamlessly for future purchases.

Discount Vouchers

Discount vouchers are intended for single use only. If you apply a voucher and subsequently cancel your order, the voucher will be considered used and cannot be reclaimed.

Eligibility for Exchange or Replacement

We accept exchange or replacement requests strictly for items that have transit damages or manufacturing defects. Unfortunately, we cannot accept returns or exchanges for items purchased during promotional sales.

All returned items must remain in their original condition: completely unwashed, unused, and with all original tags securely attached.

Time Window (24 Hours)

Requests for replacements due to damage or defects must be raised within 24 hours of delivery. We encourage you to thoroughly inspect your order upon receipt and contact us immediately if an item is defective, damaged, or incorrect.

Please note that we cannot process or accept any replacement requests once this 24-hour window has passed.

Mandatory Unboxing Video

To ensure a transparent and efficient resolution process, we mandatorily require a continuous unboxing video (starting from the sealed package) for all replacement requests. We will not be able to consider claims without this video evidence.

Combos and Multi-Packs

Sets, multipacks, and combo products are considered as a single, unified item. BornStory can only accept these back as whole items; partial returns or exchanges for combo items are not permitted.

Quality Check & Shipping

Replacement shipping will only be initiated after the original item has successfully passed our quality check process at our facility. The item must be verified as unused, unwashed, and with intact product tags.