Referral Terms
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<h1>REFUND, CANCELLATION & EXCHANGE POLICY</h1>
<p><strong>THIS POLICY APPLIES TO ALL CLOUDTAILOR PLATFORMS INCLUDING MOBILE APPLICATIONS, WEBSITES, SOCIAL MEDIA, AND OFFLINE FULFILMENT CENTERS.</strong></p>
<h2>1. Return Policy</h2>
<p>CloudTailor does not offer returns on:</p>
<ul>
<li>Custom-stitched garments</li>
<li>Tailoring services (consultation, design, stitching)</li>
<li>Discounted or promotional orders</li>
<li>Marketplace items (unless explicitly stated by the vendor)</li>
</ul>
<p>Each garment is crafted to individual measurements and design preferences. Hence, returns are not applicable.</p>
<h2>2. Exchange Policy (Marketplace Products Only)</h2>
<p>Exchange is available only for physical products sold via the CloudTailor Marketplace (e.g., sarees, fabrics, accessories). Exchange is not applicable to services.</p>
<h3>Exchange Terms:</h3>
<ul>
<li>Raise requests within <strong>7 days of delivery</strong></li>
<li>Pickup within <strong>3–5 working days</strong> after approval</li>
<li>Replacement delivery within <strong>7–10 working days</strong></li>
</ul>
<p>Exchange valid only for:</p>
<ul>
<li>Damaged products</li>
<li>Wrong item received</li>
<li>If vendor explicitly supports exchange</li>
</ul>
<h2>3. Refund Policy</h2>
<h3>a) Tailoring Services (Stitched Orders):</h3>
<p>Refunds are not applicable after confirmation, as garments are made-to-measure.</p>
<p>If CloudTailor is found at fault (e.g., stitching error, quality issue), and post grievance review:</p>
<ul>
<li>A Gift Voucher may be issued</li>
<li>Value: Up to <strong>₹2,500</strong> or stitching charges, whichever is lower</li>
<li>Timeline: <strong>7–10 working days</strong> from management approval</li>
<li><strong>No cash or online refund</strong></li>
</ul>
<h4>Lost Garments Clause:</h4>
<p>In the rare event that CloudTailor loses the customer's fabric or garment, a <strong>100% refund</strong> of the total order value (including stitching and fabric cost, if applicable) will be processed.</p>
<p>Refunds will be credited to the original payment method within <strong>7–10 working days</strong>.</p>
<h3>b) Marketplace Products (Without Stitching Service):</h3>
<ul>
<li>Refund eligibility is based on the vendor's return/refund policy</li>
<li>If approved, refund will be credited to the original payment method within <strong>7–10 working days</strong></li>
<li>CloudTailor holds vendor payout until the case is resolved</li>
</ul>
<h3>c) Marketplace Products (With CloudTailor Stitching Service):</h3>
<p>If stitching was opted for a marketplace product (e.g., saree):</p>
<ul>
<li>Refunds (if applicable) will be processed only after the garment is received and clear internal QC</li>
<li>This takes <strong>7 working days</strong> from receipt, followed by refund processing</li>
<li>Stitching/fabric costs may be deducted depending on order stage</li>
</ul>
<h2>4. Cancellation Policy</h2>
<p>Cancellation is allowed only if:</p>
<ul>
<li>Fabric has not been cut, washed, or stitched</li>
<li>Design discussion has not been finalized</li>
<li>Order is not yet assigned to a fulfilment centre</li>
</ul>
<h3>Cancellation Charges:</h3>
<ul>
<li>A cancellation fee of <strong>₹300 or 5% of the order value</strong> (whichever is higher) will apply</li>
<li>Balance amount will be credited to the original payment method within <strong>7–10 working days</strong></li>
<li>Orders already in production or design execution are <strong>not eligible for cancellation</strong></li>
</ul>
<h2>5. Alteration Policy</h2>
<ul>
<li>Free alterations within <strong>7 days of delivery</strong> (if sufficient fabric is available)</li>
<li>Alteration covers <strong>fit changes only</strong>, not design/style changes</li>
<li>Post 7-day requests or outstation pickups may attract logistics charges</li>
</ul>
<h2>6. Marketplace Product Responsibility</h2>
<ul>
<li>CloudTailor collects payments and holds vendor payouts until order completion</li>
<li>CloudTailor acts as the first point of contact for all customer issues</li>
<li>Vendor refund/exchange policies are shown clearly at checkout</li>
<li>CloudTailor will process refunds/exchanges if vendor approval is received</li>
</ul>
<p>If the vendor does not support return/exchange, CloudTailor cannot override unless:</p>
<ul>
<li>The item is damaged</li>
<li>A wrong item is delivered</li>
<li>There is misrepresentation in listing</li>
</ul>
<h2>7. Gift Cards</h2>
<p>Gift Cards are not currently offered. References will be added when the feature is live.</p>
<h2>8. Coming Soon</h2>
<p>Marketplace categories such as Fabrics, Accessories, and the Men's Collection will be launched soon.</p>
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<h2>Need Assistance?</h2>
<p><strong>Phone:</strong> <a href="tel:+918069007900">+91 80 6900 7900</a></p>
<p><strong>Email:</strong> <a href="mailto:grievance@cloudtailor.in">grievance@cloudtailor.in</a></p>
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