What is your policy for returns and exchanges?

We stand behind what we make - defective items can be returned or exchanged within 30 days of receipt. Because every order is custom-made to your specification, returns are handled as a quality case rather than a change-of-mind refund, and the process starts by identifying what went wrong so it is fixed at the source, not just on your single shipment.

How a return or exchange works

• Raise it within 30 days - contact your account manager from the date goods are received.
• Send photos and details - images of the defect plus the style, size and quantity affected.
• We assess the cause - check against the approved sample and production records to find the root issue.
• Remedy arranged - replacement, repair or credit applied to your account as agreed.
• Process improvement - the finding feeds back into production so the same fault does not repeat.

What counts as a defect

A defect is a deviation from your approved sample - a seam failure, a wrong colour against the master, a fabric fault, a misapplied label or damage in transit that is our responsibility. Normal wear, incorrect care or a change of mind after approval is outside the policy, since custom production is built to the spec you signed off. Being clear about the boundary upfront keeps the process fast and fair for both sides.

Prevention is the real policy

Most issues are caught long before they reach you. Final AQL 1.5 inspection, per-batch colour and measurement checks, and weekly production reports mean a fault is usually found on the floor, not in your warehouse. The 30-day window is the backstop, not the front line - the goal is that you rarely need it. If a problem does appear, the production records behind your order let us resolve it quickly and prove what happened.

Read more about our quality commitment or contact your account manager to raise an issue.