Refund & Cancellation

Refund, Cancellation & Exchange Policy

This policy applies across all CloudTailor platforms: mobile apps, websites, social channels, and offline stitching fulfilment centres.

1. Return Policy

CloudTailor does not offer returns on:

• Custom-stitched garments
• Tailoring services (consultation, design, stitching)
• Discounted or promotional orders
• Marketplace items (unless explicitly stated by the vendor)

Each garment is crafted to individual measurements and design preferences. Hence, returns are not applicable.

2. Exchange Policy (Marketplace Products Only)

Exchange is applicable only for physical products sold via the CloudTailor Marketplace (e.g., sarees, fabrics, accessories). Exchange is not applicable to services.

• Raise requests within 7 days of delivery
• Pickup within 3–5 working days after approval
• Replacement delivery within 7–10 working days
• Exchange valid only for:
  • Damaged products
  • Wrong item received
  • If vendor explicitly supports exchange

3. Refund Policy

a) Tailoring Services (Stitched Orders):

• Refunds are not applicable after confirmation.
• If CloudTailor is found at fault (e.g., stitching error, quality issue), and post grievance review:
  • A Gift Voucher may be issued
  • Value: Up to ₹2,500 or stitching charges, whichever is lower
  • Timeline: 7–10 working days from management approval
• Lost Garments Clause: In the rare event CloudTailor loses the customer’s fabric or garment, a 100% refund of the total order value will be processed and credited within 7–10 working days.

b) Marketplace Products (Without Stitching Service):

• Refund eligibility depends on the vendor’s return/refund policy.
• If approved, refund will be credited to the original payment method within 7–10 working days.

c) Marketplace Products (With CloudTailor Stitching Service):

• Refunds (if applicable) will be processed after garment is received and clears internal QC.
• Allow up to 7 days from receipt for QC before processing.
• Fabric/stitching charges may be deducted depending on order stage.

4. Cancellation Policy

Cancellation is allowed only if:

• Fabric has not been cut, washed, or stitched
• Design finalization has not happened
• Order is not yet assigned to a fulfilment centre

Cancellation Charges:

• A fee of ₹300 or 5% of order value (whichever is higher) will be deducted.
• Balance will be credited to the original payment method within 7–10 working days.

Orders in production or confirmed for execution are not eligible for cancellation.

5. Alteration Policy

• Free alterations within 7 days of delivery if cloth permits.
• Only fit changes are covered, style modifications are not included.
• Logistics charges apply for outstation or post-7-day alteration requests.

6. Marketplace Product Responsibility

• CloudTailor collects payments and holds vendor payouts until order completion.
• Acts as the first point of contact for all customer issues.
• Processes refund/exchange if vendor approves, and adjusts payout accordingly.
• Cannot override vendor decisions unless:
  • Item is damaged
  • Wrong item delivered
  • Product misrepresented

7. Gift Cards

Gift Cards are not currently offered. The feature will be reintroduced soon.

8. Coming Soon

• Fabrics
• Accessories

Need Assistance?

📞 +91 80 6900 7900
📧 grievance@cloudtailor.in