Refund policy

Return & Refund Policy

Effective Date: [09-02-2026]

At STILL ALIVE, customer satisfaction is important to us. We stand behind the quality of our products and aim to keep our return and refund process simple, transparent, and fair. Please read this policy carefully before making a purchase.

1. Return Eligibility Criteria

You may request a return if the product meets the following conditions:

  • Item is unused, unworn, and in original condition

  • Original tags, labels, and packaging are intact

  • Product is returned with invoice or proof of purchase

  • Return request is raised within the allowed return timeframe

  • Item is not listed under non-returnable categories

Returns that do not meet these conditions may be declined under our no refund policy rules.

2. Return Timeframe

Customers must raise a return request within 0–7 days of delivery.

Requests made after 7 days of delivery may not be approved under our no refund policy, except where the item is damaged, defective, or incorrect.

To request a return, email us at: stillalive.brandlifestyle@gmail.com with your order number and reason for return.

3. Refund Process and Timing

Once your return request is approved:

  1. Pickup or return shipping instructions will be provided.

  2. After we receive the product, it will be inspected.

  3. You will be notified of approval or rejection.

  4. If approved, the refund will be issued to your original payment method.

Refund timeline:

  • Inspection: 2–5 business days after receipt

  • Refund processing: 5–10 business days (depending on bank/payment provider)

Original shipping charges are generally non-refundable unless the return is due to our error.

4. Exchange Options

We offer exchanges for eligible products in the following cases:

  • Size or fit issue

  • Wrong item delivered

  • Manufacturing defect or damage

Exchanges are subject to stock availability. If a replacement is unavailable, we may offer store credit or refund according to our no refund policy terms.

5. Damaged or Defective Products

If you receive a damaged, defective, or incorrect product:

After verification, we will arrange a replacement, exchange, or refund at no extra cost to you.

6. Non-Returnable Items

The following items are not eligible for return or refund:

  • Final sale items

  • Personalised or custom-made products

  • Hygiene-sensitive products (inner-wear, socks, etc.)

  • Opened or used items

  • Gift cards or promotional items

  • Items damaged due to misuse or improper handling

These fall under our no refund policy category.

7. Return Shipping Costs

  • If the return is due to damage, defect, or wrong item, STILL ALIVE will bear the return shipping cost.

  • If the return is due to customer preference, return shipping costs may be borne by the customer.

  • Original delivery charges are usually non-refundable.

8. Order Cancellations

Orders can be canceled only before they are shipped. Once shipped, cancellation is not possible and will be handled under the return policy.

9. Contact for Returns & Refunds

Store Name: STILL ALIVE
Email: stillalive.brandlifestyle@gmail.com

Please include your order number in all emails for faster support.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at stillalive.brandlifestyle@gmail.com.