RETURNS, EXCHANGES

RETURN & EXCHANGE POLICY

OFFSEN — EXCHANGE ONLY

At OFFSEN, every piece is made to be part of your story. We take care in preparing, checking, and dispatching every order.

Because our garments are produced and prepared specifically for our collections, OFFSEN does not offer refunds or cancellations after an order has been placed.

We offer exchanges only for genuine and valid reasons, subject to the conditions outlined below.

01 — EXCHANGE ELIGIBILITY

An exchange may be considered only when there is a valid reason, such as:

The product received is damaged or defective.
You received the wrong product, size, or design due to an error on our part.
The product has a manufacturing defect that was not present before dispatch.

Exchange requests based on change of mind, incorrect size selection, personal preference, or simply not liking the product are not eligible for exchange.

Every request is reviewed individually before an exchange is approved.

02 — NO REFUNDS

OFFSEN follows a strict exchange-only policy.

We do not provide:

Cash refunds
Refunds to the original payment method
Store-credit refunds
Refunds because of change of mind
Refunds because the product does not meet personal expectations
Refunds because an incorrect size was selected by the customer

If your request qualifies under our exchange policy, we will provide an eligible replacement instead of a monetary refund.

03 — SIZE & FIT

Please carefully review our size chart before placing your order.

As our garments are designed with an oversized/unisex fit, measurements may differ from conventional sizing.

Choosing the wrong size does not automatically qualify an order for exchange.

We strongly recommend checking your measurements against our size chart before purchasing.

04 — CONDITION OF THE PRODUCT

To qualify for an exchange, the garment must be:

Unworn
Unwashed
Unaltered
Free from perfume, deodorant, makeup, stains, or other marks
In its original condition
Returned with its original packaging and tags, where applicable

Products that show signs of wear, washing, alteration, damage, or use may be rejected.

05 — HOW TO REQUEST AN EXCHANGE

If you believe your order qualifies for an exchange, do not send the product back without receiving confirmation from OFFSEN first.

Please email us at:

offsen.store@gmail.com

Your email must include:

1. Order Number
2. Customer Name
3. Contact Number
4. Reason for the Exchange
5. Clear photographs of the product
6. Clear photographs of the packaging and shipping label

For damaged or defective products, please provide clear photographs or videos showing the issue.

Our team will review the request and determine whether the reason qualifies under our exchange policy.

06 — REPORTING A DAMAGED OR WRONG PRODUCT

If your package arrives damaged, defective, or contains an incorrect product, please contact us as soon as possible after delivery.

We recommend recording an unboxing video when opening your OFFSEN package.

An unboxing video may be requested when investigating claims involving:

Damaged garments
Missing items
Wrong products
Packaging damage
Manufacturing defects

Failure to provide sufficient evidence may affect the outcome of an exchange request.

07 — APPROVAL PROCESS

Submitting an exchange request does not guarantee approval.

Every request is reviewed by our team.

Once your request has been reviewed, we will contact you through the email address or contact number provided with your order.

If approved, our team will provide instructions regarding the exchange and return shipment.

Please do not ship anything back to us until your exchange has been approved.

Unauthorized returns may not be accepted.

08 — EXCHANGE SHIPPING

If the exchange is approved because OFFSEN sent an incorrect, damaged, or defective product, we will provide the applicable return/exchange instructions.

For other situations, shipping costs may be the responsibility of the customer.

Exchange shipping arrangements will be communicated to you after your request has been reviewed and approved.

09 — NON-RETURNABLE / NON-EXCHANGEABLE ITEMS

The following are not eligible for exchange:

Products purchased during a final-sale promotion, where specifically stated
Products that have been worn or washed
Products altered by the customer
Products damaged after delivery through improper use or care
Products with stains, odors, or other signs of use
Products returned without prior approval
Orders where the customer simply changes their mind
Orders where the customer selected the incorrect size
Orders where the customer no longer wants the product

10 — ORDER CANCELLATIONS

Because OFFSEN orders may enter processing shortly after purchase, cancellation requests are not guaranteed.

Once an order has entered processing or has been dispatched, it cannot be cancelled.

If you need to contact us regarding an order, email:

offsen.store@gmail.com

Please include your order number and contact number.

11 — IMPORTANT

OFFSEN reserves the right to refuse an exchange request where the request does not meet the conditions of this policy or where sufficient evidence cannot be provided.

We also reserve the right to assess each case individually to prevent misuse of the exchange policy.

Our decision regarding exchange eligibility will be based on the condition of the product, the reason provided, the evidence submitted, and the circumstances of the order.

BEFORE YOU ORDER

We want you to be completely confident before purchasing from OFFSEN.

Please make sure you:

✓ Check the size chart
✓ Review the product details carefully
✓ Confirm your shipping address
✓ Choose your size carefully
✓ Understand that OFFSEN operates on an exchange-only basis

Once your order is placed, refunds are not available.