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Frequently Asked Questions


To serve you better, we have curated the most frequently asked questions with their respective answers

Order Statuses


What do the different order status mean?

Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway.

Payment Authorized, Order under Processing: Authorization has been received from the payment gateway and your order is being processed by the seller.

COD Verification Pending: Your order has been received by us but is processed only after a verification call if made to your number and you verify the COD order.

Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery.
Order Cancelled: The order was cancelled.

How do I know my order has been confirmed?

Once your order has been logged and payment authorization has been received, the seller confirms receipt of the order and begins processing it.
You will receive an email containing the details of your order when the seller receives it and confirms the same. In this mail you will be provided with a unique Order ID, a listing of the item(s) you have ordered and the expected dispatch or delivery time.
You will also be notified when the item(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).

Can I order a product that is 'Sold Out'?

Unfortunately, products listed as ‘Sold Out’ are not available for sale. Please use the ‘Notify Me’ feature to be informed of the product’s availability.

How do I check the current status of my orders?

You can review the status of your orders and other related information in the ‘My Account’ section.

In the My Account page, click on the ‘My Orders’ link to view the status of all your orders. To view the status of a specific order, click on the ‘Order Number’ link.

Payments


How do I pay for a Sixteen Inches purchase?

There are zero hidden charges when you make a purchase on Sixteen Inches. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.

You may use Credit cards/Debit cards, Internet Banking and Cash on Delivery to make your purchase.

Are there any hidden charges when I make a purchase on Sixteen Inches?

There are zero hidden charges when you make a purchase on Sixteen Inches. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.

You would be charged Rs 100 delivery charges if your order is less than Rs 999. Also a Rs. 50 COD charges are applicable if your COD purchase is less than Rs. 999.

What is Cash on Delivery?

If you are not comfortable making an online payment on Sixteeninches.com, you can opt for the Cash on Delivery payment mode. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online.

The maximum order value for a Cash on Delivery (C-o-D) payment is Rs. 10,000. It is strictly a cash-only payment method. Rs. 50 COD charges are applicable if your order total is less than Rs. 999.

How do I pay using a credit/debit card?

Credit cards
We accept payments made using Visa, MasterCard and American Express credit cards.
To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank’s page for entering the online 3D Secure password.

Debit cards
We accept payments made using Visa, MasterCard and Maestro debit cards.
To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank’s secure page for entering your online password (issued by your bank) to complete the payment.

I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to the money deducted from the card?

Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won’t be able to expedite this. Please check with your bank for more details.

If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:
Net Banking 2-4 business days
Debit Card 5-7 business days
Credit Card 7-21 business days

Deliveries


How do you ship your orders?

We ship certain heavy items such as treadmills, dumbbells etc. by ground couriers while other light items are shipped by air. We deliver most of our orders through our own delivery service – Sixteen Reach, or through courier partners such as Bluedart and FedEx. For a few remote locations where there is no other courier service available, we use India Post to deliver your orders.

How much time does it take for an order to be delivered?

We deliver your order within 2-3 working days post-dispatch in A-1 and A-2 Metros (New Delhi, Mumbai, Kolkata, Bengaluru, Chennai, Pune, Ahmedabad and Hyderabad). For the rest of the cities, we deliver between 2-5 business days. Delivery by ground takes a little longer than air couriers. Ground-shipped orders are delivered to you between 5-7 business days post-dispatch. Deliveries to very remote locations such as North East may take up to 7 business days or longer, depending on the location’s geographical constraints.

How can I track my order?

As soon as we ship your order, you receive an e-mail notification with a link to track your order. You can also access this information from your ‘My Account’ section at the top right corner on our website www.sixteeninches.com. Online tracking usually goes live within 24-48 business hours post shipping.

How long do you take to dispatch an order?

The duration of dispatching an order depends on the type of order you have placed. Types of order are:

In-stock items (Items that we stock in our 4 warehouses across India: Gurgaon, Mumbai, Bangalore and Delhi): These items are dispatched the same or the next day of order placement.

JIT Items (Just-in-time Items): These items are procured from vendors on receiving your confirmation on an order. It takes 2-7 business days to dispatch JIT orders after you have placed an order.

Drop-ship Items: These items are shipped directly by our vendors to you. It takes 2-5 business days to dispatch drop-ship orders.

We strive to dispatch your order as soon as possible. In case you have placed a mixed order of In-stock, JIT and Drop-ship items, we sub-divide your order and dispatch it in parts, shipping the earliest available items first.

At all steps of your order processing, we are in constant touch with you over phone, email and SMS to keep you updated.

What are the shipping charges on sixteeninches.com?

We deliver an order free of cost at your doorstep for all orders above Rs. 999. We bear all the Octroi/sales tax and there is no additional shipping charge that you have to pay at the time of the delivery.

However, if you order amount is less than Rs. 999, a minimal shipping charge of Rs. 100 is applicable.

Note: Certain additional procedures like state-wise taxes may apply to your order depending upon you order type, the utility of your order, the order size and the state/region the order is being delivered to.

Returns & Refunds


What is the general return policy on Sixteen Inches?

14 Day Return Policy
We offer you complete peace of mind while ordering at Sixteen Inches – you can return all items within 14 days of receipt of goods.

If you are not satisfied with what you have bought, we’ll gladly take it back within 14 days from the date of delivery. If you have paid by card then we will reverse the payment. In case of Cash on Delivery or Bank Deposits as modes of payment, we will issue a cheque in the registered name of the customer.

We also will refund you the shipping charges in store credits. Please ensure however that the product is unused and the tags, boxes and other packaging is intact.

What should I do if I receive a Defective Item?

If an item is found defective, please get in touch with our customer care on support@sixteeninches.com or call us on 95555-99-333 within 14 days of receipt of the product. We will arrange a reverse pickup for the product and then issue either a full refund, Sixteen Inches Cash (store credit) or a different item in exchange, as per your request. Please note that replacements are subject to availability of the particular product.

Is there a category specific policy for returns?

Nutrition: Products should be received in original packaging and sealed condition. Opened or used boxes will not be accepted as returns. For issues like rashes, stomach upset, headache, flavor like/dislike, flavor difference from one brand to other etc. products would not be applicable for return. Please consult with the doctor before buying the product
Sports: Return policy is applicable only in case of issues with size of the apparel or footwear.
Diabetes: Products in this category are NOT eligible for return
Beauty: Returns will be considered for change of color requests
Home Devices: Products in this category are NOT eligible for return
Eye: If contact lenses are returned, they have to be returned in sealed boxes; opened or used lenses will not be accepted as returns. Lens solutions, lens cases are NOT eligible for returns
Personal Care: Adult Diapers, Women hygiene products (sanitary napkins, tampons, panty liners), Condoms, Ovulation Kits, Toothbrushes, Toothpastes etc. are NOT eligible for returns
Fitness Equipment: There is no return policy for any fitness equipment unless it is damaged in transit.
Cycling: There is no return policy for any cycle unless it is damaged in transit.
Pet Care: Products in this category are NOT eligible for return unless damaged in transit.
Parenting: Ovulation Kits and Diapers are NOT eligible for returns

Following shall NOT be eligible for return or replacement:
1.Damages due to misuse of product
2.Incidental damage due to malfunctioning of product
3.Any consumable item which has been used or installed
4.Products with tampered or missing serial / UPC numbers
Any damage / defect which are not covered under the manufacturer’s warranty

Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging if any, and all other items originally included with the product(s) delivered
Some special rules for promotional offers may override “Sixteeninches.com’s 14 Day Returns Policy”
In case of any queries, please write to our customer care on support@sixteeninches.com or call us on 95555-99-333

I need to return an item, how do I arrange for a pick-up?

You can Contact Us to initiate a return. You will receive a call explaining the process, once you have initiated a return.

Wherever possible we will facilitate the pick-up of the item through HealthKart Reach or through our courier partners like FEDEX, bluedart etc. In case, the pick-up cannot be arranged by us, you can return the item through a third-party courier service and we will return the courier costs.

What are the modes of refund available after cancellation?

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.

There are two modes of refund:
Sixteen Inches Cash – If you choose this option, the amount will be added to your Sixteen Inches reward points.
Back to Source – In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.

Once you have requested the cancellation of item(s) in your order, Sixteen Inches will complete the cancellation and initiate the refund, depending on your preference.