poshfit

Refund and Cancellation Policy

Last Updated: December 26, 2025

At Poshfit, we are committed to your complete satisfaction with every custom-tailored garment. However, we understand that circumstances may sometimes require cancellations or refunds. This policy outlines the terms, conditions, and processes for refunds and cancellations on our platform.

Important Notice: Due to the custom-made, made-to-measure nature of our products, all sales are generally final once production begins. However, we offer refunds and cancellations under specific circumstances as detailed in this policy.

1. Understanding Custom-Made Products

1.1 What Makes Poshfit Orders Unique

Every Poshfit garment is:

Made specifically to your exact body measurements
Customized according to your design preferences and fabric choices
Crafted individually by a Designer based on your specifications
Not producible or resellable to other customers

1.2 Why This Matters for Refunds

Unlike ready-to-wear clothing that can be restocked and resold, custom-made garments:

Cannot be sold to another customer (different measurements)
Involve significant time, labor, and materials invested specifically for you
Are final products that cannot be "unmade" once completed

Therefore, our refund policy differs from standard retail policies and focuses on quality guarantees rather than preference-based returns.

2. Order Cancellation Policy

2.1 Cancellation by Customer

2.2 How to Cancel Your Order

Step 1: Check Eligibility

Verify your order status in the app to confirm production has not begun

Step 2: Submit Cancellation Request

Go to My Orders → Select Order → Cancel Order, or contact customer support

Step 3: Receive Confirmation

You'll receive cancellation confirmation and refund details within 24 hours

Step 4: Refund Processing

Refund will be initiated according to the timeline in the table above

2.3 Cancellation by Poshfit/Designer

We may cancel orders in the following situations:

Fabric or material unavailability
Designer unavailability or capacity constraints
Inability to meet requested timeline
Technical or measurement issues that cannot be resolved
Suspected fraudulent activity
Force majeure events

If we cancel your order:

You will receive a 100% full refund including all charges
Refund will be processed within 3-5 business days
You will be notified immediately with an explanation
We may offer alternative solutions (different designer, fabric, or timeline)

3. Refund Eligibility

3.1 Eligible Refund Scenarios

You may be eligible for a full or partial refund if:

A. Manufacturing Defects

Broken or defective zippers, buttons, or closures
Torn seams or stitching failures
Fabric defects (holes, stains, color inconsistencies not visible during consultation)
Poor finishing quality below industry standards

B. Measurement Errors (Our Fault)

Significant measurement recording errors by our specialist
Garment dimensions that don't match the recorded measurements
Errors in measurement transfer to the Designer

Note: Minor fit preferences or subjective fit issues do not qualify—these are addressed through our free alteration service.

C. Wrong Order Delivered

Completely different garment than what was ordered
Wrong fabric, color, or design that differs significantly from confirmed specifications
Order meant for another customer

D. Material Quality Issues

Fabric quality significantly inferior to what was shown/selected during consultation
Fabric composition misrepresentation
Color mismatch beyond reasonable variations in fabric batches

E. Service Failures

Consultation not conducted after payment
Order not delivered within promised timeline by more than 7 days (without prior notification and acceptance)
Repeated failed delivery attempts due to our error

3.2 Non-Eligible Refund Scenarios

Refunds will NOT be granted for:

Change of mind: "I don't like it anymore" or "I changed my style preference"
Subjective fit preferences: "It's a bit loose" or "I prefer it tighter" (use free alterations instead)
Body changes: Weight gain/loss, pregnancy, or other body changes after measurement
Inaccurate information: If you provided incorrect measurements or information
Normal color variations: Slight color differences due to lighting, screen displays, or fabric batches
Wear and tear: Damage after delivery due to use, washing, or improper care
Third-party alterations: Garments altered by anyone other than Poshfit/Designer
Late reporting: Issues reported more than 7 days after delivery
Missing tags: Garments without original tags or in non-resellable condition
Custom design acceptance: Design that matches the specifications you approved

4. Refund Process

4.1 Initiating a Refund Request

Step 1: Report the Issue

Contact customer support within 7 days of delivery with:

Order number and details
Clear description of the issue
Photos showing the problem (multiple angles)
Any supporting documentation

Step 2: Review and Assessment

Our quality team will:

Review your request within 24-48 hours
May request additional information or photos
May schedule an inspection visit (for high-value orders or complex issues)
Determine eligibility based on this policy

Step 3: Decision Communication

You will receive:

Approval or denial of refund request
Explanation for the decision
Alternative solutions if refund is denied (alterations, partial refund, store credit)
Next steps and timeline

Step 4: Return Process (if applicable)

If refund is approved:

Receive return authorization and instructions
Pack the garment with all original tags and packaging
Hand over to our pickup agent or ship to provided address
Garment must be unworn (except initial try-on), unaltered, and clean

Step 5: Inspection and Refund

Upon receiving the returned item:

We inspect to verify the reported issue
Inspection takes 3-5 business days
If approved, refund is initiated
You receive confirmation with refund timeline

4.2 Refund Timeline

4.3 Refund Method

Refunds are processed to the original payment method used for the purchase:

Credit/Debit Cards: 5-10 business days to appear in your account
UPI/Net Banking: 3-7 business days
Digital Wallets: 3-5 business days

Alternative Refund Options:

Store Credit: Instant credit to your Poshfit account (10% bonus credit offered)
Remake: Priority remake of the garment at no additional cost

You may choose these alternatives for faster resolution.

5. Partial Refunds

5.1 When Partial Refunds Apply

Partial refunds may be offered in cases of:

Minor quality issues that don't warrant full refund
Delayed delivery beyond promised timeline
Service issues that impacted experience but not the final product
Resolution instead of full return and refund

5.2 Partial Refund Amounts

Determined case-by-case based on:

Severity of the issue
Impact on product usability
Cost of resolution
Customer satisfaction considerations

Typical partial refunds range from 10% to 50% of order value.

6. Consultation Fee Refunds

6.1 Consultation Fee Policy

Launch Offer: ₹99 one-time consultation fee (Regular: ₹499)

6.2 Refund Eligibility

6.3 Consultation Included in Order

If you place an order after consultation:

The consultation fee is not refundable separately from the order
If the full order is refunded, consultation fee is also refunded
If the order is cancelled before production, consultation fee is retained

7. Special Circumstances

7.1 Medical or Emergency Situations

In case of genuine medical emergencies or unforeseen circumstances:

Contact customer support with documentation
We will review on a case-by-case basis
Options may include: delayed delivery, order modification, or partial refund
Compassionate consideration given for serious situations

7.2 Force Majeure Events

In cases of events beyond anyone's control (natural disasters, lockdowns, etc.):

Orders may be paused or delayed
Full refund available if you choose not to wait
No penalties or deductions for cancellations due to force majeure

7.3 Fraud or Misrepresentation

If we discover fraud or misrepresentation:

By Designer: Full refund plus compensation
By Customer: Order cancellation with no refund, potential legal action

8. Deductions from Refunds

8.1 Standard Deductions

The following may be deducted from refunds:

Payment Gateway Fees: 2-3% of transaction value (non-refundable third-party charges)
Return Shipping: Actual shipping costs if return is not due to our error
Restocking Fee: 10% for cancellations after 24 hours but before production
Inspection Fee: ₹200 if quality inspection reveals no defects (false claim)

8.2 No Deductions

No deductions apply when:

The issue is our fault (manufacturing defect, wrong order, our measurement error)
We cancel the order
Cancellation within 24 hours

9. Store Credit and Gift Cards

9.1 Store Credit as Refund Option

You may choose store credit instead of bank refund:

Instant: Available immediately (no waiting period)
Bonus: 10% additional credit (e.g., ₹2,000 refund = ₹2,200 store credit)
No Expiry: Valid for lifetime use on future orders
Transferable: Can be gifted to friends/family

9.2 Store Credit Terms

Usable on any future Poshfit order
Can be combined with other offers (unless specified otherwise)
Cannot be converted back to cash
Visible in your account wallet

9.3 Gift Card Refunds

If you purchased with a gift card:

Refund will be credited back to the gift card
If gift card was partially used with cash/card, proportional refund to each method
Gift card credits do not expire

10. Disputes and Escalation

10.1 If You Disagree with Our Decision

If you believe our refund decision is unfair:

Request Review: Ask for case review by a senior support manager
Provide Evidence: Submit any additional photos, documentation, or explanation
Escalate: Contact our Grievance Officer (details in Contact section)
Timeline: Escalated cases reviewed within 5-7 business days

10.2 Independent Resolution

If internal escalation doesn't resolve the issue, you may:

Seek consumer court resolution
File complaint with consumer protection authorities
Pursue arbitration as per our Terms and Conditions

11. Refund Tracking

11.1 Monitoring Your Refund

Track your refund status through:

Poshfit App: My Orders → Order Details → Refund Status
Email Updates: Receive notifications at each stage
SMS Alerts: Key milestone notifications
Customer Support: Call or chat for status updates

11.2 Refund Status Stages

Requested: Your refund request has been received
Under Review: Quality team is assessing the request
Approved: Refund has been approved
Return Pending: Waiting for garment return (if applicable)
Inspecting: Returned item is being inspected
Processing: Refund is being processed to your account
Completed: Refund has been sent to your bank/payment method

12. Our Perfect Fit Guarantee

12.1 Instead of Refunds, We Offer Perfection

Remember, most fit issues don't require refunds—they require our Perfect Fit Guarantee:

Free Alterations: Complimentary fitting adjustments if garment doesn't fit as expected
At-Home Service: We come to you for alterations (no store visit needed)
Quick Turnaround: Alterations completed within 3-5 days
Unlimited (within reason): We'll keep adjusting until you're satisfied

This is often faster and more convenient than going through the refund process!

12.2 Why Choose Alterations Over Refunds

Keep the garment you invested time selecting
Faster resolution (3-5 days vs. 11-24 days for refund)
No waiting for refund processing
Designer learns your preferences for future orders
Perfect fit guaranteed

13. Refund Policy for Promotional Items

13.1 Discounted/Sale Items

Same refund policy applies
Refund amount is based on the price you paid (discounted price)
If coupon was used, refund excludes coupon value

13.2 Bundle Offers

If returning part of a bundle, you pay the difference in pricing
Example: 2-for-1 offer → returning 1 garment means paying for the 1 you keep at regular price

13.3 Free Items/Gifts

Free items included with purchase must be returned for full refund
Missing free items may result in deduction from refund

14. International Orders

Currently, Poshfit does not ship internationally. This section will be updated when international shipping becomes available.

15. Contact for Refund Queries

Refund Support Email: [email protected]

16. Policy Updates

We may update this Refund and Cancellation Policy from time to time. Changes will be posted on our website and app with an updated "Last Updated" date. Significant changes will be communicated via email to registered users.

The policy in effect at the time of your order placement governs that specific order.

Our Commitment to You

While custom-made products have inherent limitations on returns and refunds, we are absolutely committed to your satisfaction. We will work with you to find a solution—whether through alterations, partial refunds, store credit, or full refunds when warranted.

Our goal is not just to sell you a garment, but to create a lasting relationship built on trust, quality, and perfect fits.