1. In short
- Each seller states their return window and conditions on the listing and store page. That policy applies, together with this page and your local consumer law.
- If an item arrives damaged, wrong, or not as described, you are entitled to a fix, replacement or refund, whatever the seller's policy says.
- Custom-stitched and made-to-measure pieces are made for you and cannot be returned for a change of mind, but they must match the agreed design and measurements.
2. Cancelling an order
You can ask to cancel in the order chat before the seller dispatches the item (or, for custom pieces, before cutting starts). If the seller cancels or rejects an order paid in the app, you are refunded in full automatically.
3. Ready-made, unstitched and accessories
- Return within the window shown on the listing (if the listing shows none, 7 days from delivery), unworn, unwashed, unaltered and with tags.
- Unstitched fabric must be uncut. Items marked final sale, and earrings or other items worn on the body, can only be returned if faulty.
- The seller tells you how to send the item back. Return postage is paid by the seller if the item is faulty or not as described, and otherwise by you.
4. Custom-stitched and made-to-measure
- Before stitching starts the seller confirms the design, fabric, price, delivery time and the measurements you sent. Check them carefully.
- If the garment does not match the agreed design or your measurements, the seller must alter or remake it free of charge, or refund you if they cannot.
- If the fit is off because the measurements you supplied were wrong, the seller may offer alterations at a cost they tell you in advance.
5. Reporting a problem
Tell the seller in the order chat within 48 hours of delivery for damage or a wrong item (with photos), and within the return window otherwise. If you cannot agree, contact SuitPunjabi support from Account → Help centre or at support@suitpunjabi.com with your order number. We review both sides and decide; for orders paid in the app we can refund you directly.
6. Refunds
- Orders paid in the app are refunded to the original payment method through our payment partner, normally within 5–7 working days of approval (your bank may take longer to show it).
- Refunds include the item price and any delivery fee you paid when the item is faulty, wrong or not as described.
- For chat-to-order purchases paid directly to the seller, the refund comes from the seller. We cannot refund money we did not receive, but we act on stores that do not honour this policy.
7. Your legal rights
Nothing here limits your rights under the consumer law of your country, including India's Consumer Protection Act and E-Commerce Rules, UK and EU distance-selling rules, and the Australian Consumer Law. See also the Terms of Service and Grievances & Contact.