Cancellation & Refund Policy

• Reserve & Pay-at-Counter orders can be cancelled any time before pickup, no questions asked.
• Pre-paid online orders can be cancelled before the bag is sealed for pickup. Cancellation refunds are processed to the original payment method.
• Damaged or defective items are replaced or refunded if reported within 48 hours of pickup.
• Sealed STEB-bag items generally cannot be returned once handed over, due to duty-free regulation.
• Refund timing depends on your bank — typically 5 to 10 working days after we initiate the refund.

You can cancel an order through your account dashboard or by contacting customer care. Cancellation availability depends on the order's stage:

• Before packing (typically up to 6 hours before scheduled pickup) — full self-service cancellation.
• During packing — please contact customer care; we will try to stop packing and cancel where operationally possible.
• After bag sealed for pickup — cancellation is not generally available; the order will hold for collection on your travel date and can otherwise convert to a missed-pickup refund (see below).

If your flight is delayed, rescheduled or cancelled by the airline, your reserved order automatically extends to your next confirmed travel date for the same passenger. For pre-paid orders, you can choose between (a) re-routing the collection to your new travel date, (b) crediting the order amount to your account as a transferable wallet balance, or (c) a full refund to the original payment method. There is no charge for any flight-related change.

If an item is damaged or defective, please report it within 48 hours of pickup with your order reference and clear photos of the damage and packaging. Resolution paths depend on stock and category:

• Replacement — wherever stock is available we send a replacement to the airport counter or arrange courier delivery.
• Full refund — issued to the original payment method when replacement is not possible.
• Partial refund — for cosmetic damage where you wish to retain the item.

For high-value categories such as fragrance, electronics and luxury accessories, we may request the original packaging back through a courier pickup before completing the refund.

If, in rare cases, an item becomes unavailable after order confirmation (for example because of a sync delay, breakage during packing or last-mile shrinkage), we either substitute with an equivalent SKU at the same or lower price (with your consent) or refund the affected line in full. You will be informed before pickup so you can decide.

If you miss your scheduled pickup, please contact customer care within 7 days of your travel date with your order reference. Resolution depends on the situation:

• Reserve-and-pay-later orders are simply released back to stock at no charge.
• Pre-paid orders can be re-routed to a future travel date (within reasonable validity) or refunded to the original payment method.
• Recollection on a future visit may be subject to product validity and category-specific rules.

The following cases are generally not eligible for return or refund except where required by law or product is genuinely damaged / defective:

• Items collected in a sealed STEB bag whose seal has been broken.
• Personal-care, hygiene and food items whose primary seal has been opened.
• Made-to-order or personalised items.
• Items where the named traveller mismatch was caused by buyer error.
• Items refused at customs because the buyer exceeded personal allowance.

Refunds are initiated within 24 to 48 hours of approval and credited to the original payment method:

• Credit / debit card — typically 5 to 10 working days, depending on the issuing bank.
• UPI / wallet — typically 1 to 5 working days.
• Net banking — typically 5 to 7 working days.
• Cash on collection — refunded to a bank account or wallet you nominate; processing may take up to 10 working days.

You will receive an email confirmation with the gateway reference when the refund is initiated. Final settlement timing is controlled by your bank, not by us.

The fastest path is through your account dashboard — open the order and choose Request Help → Refund Request. You can also email customer care with the following details:

• Order reference number.
• Travel date and route.
• Reason for refund (with photos for damage cases).
• Preferred resolution: replacement, refund or store credit.

For travel-day issues, our airport counters can resolve many cases on the spot — speak to the duty manager.

If you have questions, our customer care team responds within one working day, and our airport counters operate around the clock for live travel-day issues. Contact details are on the right-side card and our Contact page.