Refund policy

Return, Exchange & Refund Policy

This policy explains how returns, exchanges, alterations, cancellations and refunds work for Hairat orders placed on our website or at our Studio in Jammu. Please read it before you order, and check the size chart and measurement guide on each product page.

1. At a glance

A "business day" means Monday to Saturday, excluding public holidays.

Order type	Return	Exchange	Store credit	Cash refund	Time limit
Unstitched suits (change of mind)	Yes	Yes	Yes	No	7 business days from delivery
Ready-to-ship pieces	No	Yes (serious defect only)	Yes (serious defect only)	No	Report defects within 3 business days of delivery (7 for international orders)
Custom / made-to-measure	No	No	No	No	Free fix or remake if the fault is ours
Sale / clearance items	No	No	No	No	Final sale
Unstitched suits: damaged, defective or wrong item	Yes	Yes	Yes	Yes	Report within 3 business days of delivery (7 for international orders)

2. Unstitched suits

You may return or exchange an unstitched suit, or take store credit, within 7 business days of delivery.

The suit must be unused, uncut, unstitched and unwashed, with all tags and original packaging intact.
Once a suit has been cut, stitched, washed, dyed or altered in any way, it cannot be returned or exchanged.
For website orders, return shipping on change-of-mind returns and exchanges is shared equally: we pay half and you pay half, wherever you are located. We ship the replacement item free of charge.
If you changed your mind, we offer an exchange or store credit only, not a cash refund. A cash refund is available only for damaged, defective or wrong suits (see Section 5).

3. Ready-to-ship pieces

Our ready-to-ship pieces are custom-made by us in advance and are not returnable or refundable.

Alterations: We provide up to 2 free alterations so the outfit fits you well, and we pay shipping both ways. Please request alterations within 15 days of delivery. Alterations cover resizing and small adjustments, not changes to the design.
Serious defects: If your outfit arrives with a serious defect, contact us within 3 business days of delivery (7 business days for international orders) and send a video of you unboxing the parcel and showing the defect.
Remedy: After we verify the defect, we will exchange the outfit or issue store credit. We do not offer cash refunds on ready-to-ship pieces.

4. Custom and made-to-measure orders

Custom and made-to-measure outfits are made specially for you and are completely non-returnable and non-refundable.

Advance payment: We take a 60% advance to begin a custom order. Before we begin, we confirm your measurements, design details, price and delivery date with you in writing by WhatsApp or email, and we start only after you reply to confirm.
Cancellation window: You may cancel within 4 business days of paying the advance, and the advance will be refunded. We begin work on a custom piece 5 business days after your advance payment, so cancelling within this window is always before work starts.
After work starts: Once work begins, or once the 4 business days have passed (first day being the day of transaction), the advance is completely non-refundable.
Alterations and fixes: We offer up to 2 free alterations, and we pay shipping both ways for them. Please request alterations within 15 days of delivery. Alterations cover resizing and small adjustments, not changes to the design. We also fix any issue that is our fault, such as a stitching or workmanship error, at no cost.
Please check before confirming: Review your measurements, colors and design details carefully, as changes may not be possible once production starts. Fit problems caused by measurements you supplied are not treated as defects, but you can use your free alterations.

5. Damaged, defective or wrong items

If you receive a damaged, defective or incorrect item, tell us within 3 business days of delivery (7 business days for international orders).

Record an unboxing video that shows the sealed parcel being opened and the problem with the item.
Send the video and clear photos to contact.hairat@gmail.com or WhatsApp +91 7041385129, with your order number.
We will verify the issue and offer the remedy that fits your order: for unstitched suits, a replacement, exchange or full refund; for ready-to-ship pieces, an exchange, store credit or free repair; for custom pieces, a free repair or remake.

No deductions apply to damaged, defective or wrong items, and we pay all shipping. Claims made without an unboxing video, or after the reporting window, may not be eligible. We photograph each order before dispatch and may use these records when reviewing a claim.

6. Exchanges, store credit and final sale

For website orders, we ship exchange items free of charge. For change-of-mind returns and exchanges, return shipping is shared equally: we pay half and you pay half, wherever you are located. For damaged, defective or wrong items, we pay all shipping. Exchanges depend on stock and size availability.

Store credit: Issued for the value of the returned or exchanged item. See Section 7 for how it works.
Final sale items: Items marked sale or clearance are final sale and cannot be returned, exchanged or refunded, except for damaged, defective or wrong items under Section 5.
Studio purchases: Items bought at our Studio follow the same categories and time limits. To return or exchange a Studio purchase, please contact us first, and the shipping fee is paid by you. Items bought on our website can be exchanged at our Studio.

7. Store credit

Store credit is issued for exchanges and for approved returns where this policy allows it.

Validity: Store credit never expires.
Your account only: Store credit stays with the account it was issued to. It cannot be transferred, shared or exchanged for cash.
Lower-priced purchase: If your new item costs less than your store credit, the price is deducted and the leftover amount stays in your store credit.
Higher-priced purchase: If your new item costs more, your invoice is the total amount minus your store credit, and you pay the difference.

8. Refunds

Approved refunds are processed within 10 business days after we receive and inspect the returned item. Cash refunds apply only to damaged, defective or wrong unstitched suits, and are issued to your original payment method or as store credit, as you prefer.

Online payments: Refunded through Razorpay to the original payment method. Your bank may take a few extra days to show the credit.
Cash on Delivery and partial COD: The amount you paid online is refunded to the original payment method. The amount paid in cash on delivery is refunded by bank transfer or UPI, so please share your account or UPI details.
Deductions: No deductions apply to refunds for damaged, defective or wrong items.

If we cancel your order: If we have to cancel an order, for example because an item is out of stock or we cannot make it, we will refund everything you paid in full to your original payment method within 10 business days.

Refused or undelivered parcels: If a parcel is refused, not accepted at delivery, or comes back to us undelivered, including Cash on Delivery orders you refuse, the shipping charges we paid are deducted from any refund. We may ask for full advance payment on future orders from customers who repeatedly refuse parcels.

9. International orders

We ship internationally, and this policy applies to international orders too.

Please contact us before sending any parcel back. Return shipping works the same as for domestic orders: shared equally for change-of-mind returns and exchanges, and paid entirely by us for damaged, defective or wrong items.
Customs duties, import taxes and any local courier or clearance fees charged in your country are your responsibility and are not refundable.
The time limits in this policy run from the date your parcel is delivered to you.

10. Contact us and general terms

Hairat, Jammu, Jammu & Kashmir, India

Email: contact.hairat@gmail.com
WhatsApp: +91 7041385129
Support hours: Monday to Saturday, 11:30 am to 10:30 pm

Grievance Officer: contact.hairat@gmail.com. We acknowledge complaints within 48 hours and aim to resolve them within one month.

Color and appearance: Colors may look slightly different from the photos because of screen settings and lighting. Handcrafted pieces may show small natural variations, and these are not defects.

Changes to this policy: We may update this policy from time to time. The version in effect on the date of your order applies to that order.

Governing law: This policy is governed by the laws of India, and any dispute is subject to the jurisdiction of the courts at Jammu, Jammu & Kashmir.