1. The window
You may request a return or an exchange within 15 days of delivery. After that we are not able to accept the item back.
Requests are made by emailing hello@distortd.co with your order number (it begins with DX-) and the reason for the return. We confirm every request in writing before anything is collected.
2. Condition of the item
To be accepted, the piece must come back to us:
- unworn, unwashed and unaltered;
- with all original tags still attached;
- in its original packaging.
Anything returned worn, washed, marked, or without tags will be sent back to you and no refund or credit will be issued.
3. What cannot be returned
For hygiene reasons we cannot accept returns or exchanges on caps, bucket hats and other headwear, masks, socks, boxers, shorts, bodysuits, crop tops, tank tops, baby tees, scarves, tote bags, and stationery such as stickers.
Items bought during a sale or a flash sale cannot be exchanged. This section does not apply where an item arrives damaged, defective, or is not what you ordered — see section 7.
4. How returns are collected
Returns are collected from your address by our courier partner. Once your request is approved we book the pickup — please do not post anything back yourself, as we cannot reimburse a courier we did not arrange.
Approved return pickups are free. Nothing is payable to the courier at collection.
Shipping charges are not refundable, on either prepaid or cash-on-delivery orders.
5. Refunds are issued as Distortd Credit
Approved returns are refunded as Distortd Credit — credit against a future order — rather than back to your card or bank account. This applies to both prepaid and cash-on-delivery orders.
- Credit is issued once the item reaches us and passes inspection, normally within two business days of arrival.
- It is sent to the email address on the order and can be used against any future order.
- The original shipping charge is not included in the credit.
The exception is section 7: where an item is damaged, defective, wrong, or never arrives, you may choose a replacement, credit, or a refund to your original payment method.
6. Exchanges
Exchanges follow the same 15-day window and the same condition requirements.
- If the new piece costs more, the difference is payable upfront by a prepaid method before it ships.
- If the new piece costs less, the difference is issued as Distortd Credit.
- Exchanges are subject to the replacement being available. Our pieces are made to order in small runs, so a size or colourway may sell through before your exchange is processed; where it has, we issue credit instead.
7. Damaged, defective, or wrong items
This is separate from the return process above, and nothing in sections 3 to 5 limits it. Contact us within 15 days of delivery if:
- the piece arrived damaged or with a manufacturing defect;
- you received the wrong item, size, or colourway compared with your order confirmation;
- the print or embroidery is materially misaligned, incomplete, or differs from the artwork shown on the product page;
- the order never arrived and tracking cannot account for it.
Send your order number, a clear photograph of the fault, and a photograph of the shipping label. We respond within two business days. For a damaged, defective, or incorrect item, you may choose a replacement, Distortd Credit, or a refund to your original payment method. Shipping is refunded too in these cases.
The acid wash is deliberately uneven and varies between batches. Slight variation in wash pattern, shade, and print placement is a characteristic of the product and is not treated as a defect.
8. Refusing a parcel at the door
You may refuse any parcel at the door and hand it straight back to the courier, without contacting us first. A refused parcel returns to us through our courier partner and is treated as a cancellation: it is refunded in full to your original payment method, including shipping, once it is booked back in. No pickup charge applies.
9. Cancellations
Cancelling before dispatch is handled separately — see our Cancellation Policy.
10. Contact
For anything related to a return or refund, write to hello@distortd.co or use the contact page. This policy does not affect your statutory rights under applicable Indian consumer law.