Refund policy

At District Eleven, customer satisfaction is important to us. We strive to ensure that every product you receive meets your expectations. If you are not completely satisfied with your purchase, we are here to help.

Please read our Returns & Refund Policy carefully before making a purchase.

Return Eligibility

You may request a return within 14 days of receiving your order, provided that the item meets the following conditions:

The item is unused and unworn.
The item is in its original condition.
All original tags, labels, and packaging are intact.
The item is free from damage, stains, odors, or alterations.
Proof of purchase is provided.

District Eleven reserves the right to reject returns that do not meet these requirements.

Non-Returnable Items

For hygiene, safety, and quality assurance reasons, the following items cannot be returned unless defective or incorrect:

Underwear and intimate apparel
Swimwear without hygiene seals
Gift cards
Clearance or final sale items
Customized or personalized products
Items marked as non-returnable

Incorrect, Damaged, or Defective Items

If you receive:

An incorrect item
A damaged item
A defective product

Please contact us within 48 hours of delivery.

To assist with your claim, we may request:

Your order number
Photographs of the item
Photographs of the packaging
A description of the issue

Upon verification, we will arrange a replacement, exchange, store credit, or refund where applicable.

Return Process

To initiate a return, please contact our customer support team:

Email: [Insert Email Address]

Phone: [Insert Phone Number]

Please include:

Full name
Order number
Reason for return
Supporting photographs if applicable

Once approved, return instructions will be provided.

Items returned without prior authorization may not be accepted.

Return Shipping

Unless the return is due to our error, defective merchandise, or an incorrect item being supplied, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as District Eleven cannot guarantee receipt of returned items that are lost during transit.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved, refunds will be processed to the original payment method used during purchase.

Please note:

Refund processing times may vary depending on your bank or payment provider.
Shipping fees are generally non-refundable unless the return is due to our error.
Promotional discounts applied at the time of purchase may be deducted from refund amounts where applicable.

Exchanges

We offer exchanges for eligible items where stock is available.

If the requested replacement size, color, or item is unavailable, we may offer:

Store credit
An alternative product
A refund, where appropriate

Sale and Promotional Items

Items purchased during promotional campaigns or marked as sale items may be eligible for exchange or store credit only, unless otherwise required by applicable consumer protection laws.

Items specifically marked as "Final Sale" are not eligible for return or exchange.

Store Credit

Where applicable, District Eleven may offer store credit in place of a refund.

Store credit:

Is non-transferable
Cannot be exchanged for cash
May be used toward future purchases on our website

Late or Missing Refunds

If you have not received your refund after receiving confirmation from us:

Check your bank account.
Contact your payment provider or bank.
Allow additional processing time, as delays can occur.

If you have completed these steps and still have not received your refund, please contact us.

Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws, including the Consumer Protection Act of South Africa where applicable.