Refund, Return & Cancellation Policy

Why this policy is strict

Our garments are not stocked inventory. Production on a made-to-order piece begins shortly after your order is confirmed — fabric is cut to your measurements, and customisations such as blouse styling, sleeve length and neckline are applied to that single garment. A returned piece cannot be offered to another customer, and for reasons of hygiene, intimate and close-fitting apparel cannot be restocked once it has left our facility.

By completing a purchase you confirm that you have read this policy, that the measurements and design selections you submitted are correct, and that you accept that the order cannot be returned or refunded except as set out below.

What is not eligible for return or refund

• Change of mind, or no longer needing the garment for the occasion.
• Fit issues arising from measurements, size or styling options supplied by the customer at the time of ordering.
• Minor variation in colour, weave, print placement, embroidery density or fall. These are inherent to handloom and hand-finished textiles, and screen rendering differs from fabric in daylight.
• Delay in delivery caused by the courier, weather, strikes, or other circumstances outside our control. Delivery estimates are estimates, not guaranteed dates.
• Products purchased on discount, during a sale, or as part of a bundle or festive offer.
• Any garment that has been worn, washed, altered, dry-cleaned, or whose tags and original packaging have been removed or damaged.
• Claims raised after the 48 hours window described below, or raised without the required unboxing video.

When we do issue a refund

We stand behind what we ship. A refund or a free replacement is issued only where one of the following applies:

• Damaged in transit — the parcel or garment arrived torn, stained or otherwise damaged.
• Manufacturing defect — a fault in stitching, fabric or finishing that was present when the garment left us.
• Wrong item shipped — the product delivered materially differs from the product ordered.
• Order not delivered — the consignment is confirmed lost in transit by the courier.

Where a claim is approved, we will at our discretion repair the garment, replace it, or refund it in full. Nothing in this policy limits any right you may have under the Consumer Protection Act, 2019.

How to raise a claim

Step 1 — Inspect on arrival

If the parcel appears tampered with, opened or crushed, please refuse delivery, photograph it, and inform us the same day.

Step 2 — Write to us within 48 hours

Email contact@pleatsandu.com within 48 hours of delivery with your order number, the unboxing video, and photographs of the issue. Claims raised after this window lapse.

Step 3 — Assessment

We acknowledge every claim within 48 hours and complete our assessment within 7 business days. We may ask you to return the garment, unworn and with tags intact, by a courier we arrange and pay for. Do not ship anything back before we confirm the return in writing — unauthorised returns are refused at the door.

Order cancellation

An order may be cancelled free of charge within 12 hours of it being placed, provided cutting, stitching or customisation has not already begun. Write to contact@pleatsandu.com with your order number.

Once production has begun, or once 12 hours have elapsed — whichever is earlier — the order cannot be cancelled and no refund is payable. Orders already handed to the courier cannot be cancelled or recalled under any circumstances.

We reserve the right to cancel any order at our discretion, including where a product is unavailable, where pricing or product information was published in error, or where we suspect fraudulent activity. Where we cancel, you are refunded in full.

Refund method and timeline

• Approved refunds are credited to the original payment method only. We do not refund to a different card, account or wallet, and we do not issue cash refunds.
• Refunds are initiated within 5–7 business days of approval. The time taken for the amount to appear in your account thereafter depends on your bank or card issuer and is typically a further 3–5 business days.
• Shipping charges already paid are non-refundable, except where the fault was ours — damage, defect, wrong item or non-delivery — in which case the full amount including shipping is refunded.
• Refunds are made in the currency of the original transaction. For international orders, any difference arising from exchange rate movement or bank charges is not reimbursed.

Failed, duplicate or pending payments

If an amount is debited from your account but the order does not confirm, or if you are charged twice for the same order, the excess is refunded in full. Such refunds are usually reversed automatically by the payment gateway within 5–7 business days. If the amount has not reached you by then, write to contact@pleatsandu.com with the transaction reference and we will trace it with the gateway.

Escalation

If you are not satisfied with how a refund or return request has been handled, you may escalate it to our Grievance Officer.