Refund policy

Refund & Return Policy

At HEMSTITCH, we strive to ensure our customers are satisfied with their purchases. Below is our detailed policy for returns, refunds, and cancellations to provide clarity on how we handle various situations.

Returns & Exchanges

1. Courier Returns (RTO - Return to Origin)

Orders may be returned to our warehouse due to the following reasons:

  • Customer not contactable

  • Incomplete or incorrect address

  • Cash on Delivery (COD) amount not ready

  • Customer requested future delivery or self-pickup

  • Customer refused delivery

  • Delivery location unserviceable

  • Premises closed at the time of delivery

Action Required on Courier Returned Orders:

  • Returned orders are stored for 30 days from the date they are marked as RTO.

  • You may request reshipment within this period.

  • After 30 days, unclaimed orders will be donated to charity with no further action.

  • If a pincode becomes unserviceable post-order placement, HEMSTITCH is not responsible for the return, and no refund will be issued.

  • Address correction requests after dispatch will incur a Rs. 65 + GST charge.

2. Customer Returns

We accept returns in the following cases:

Product Quality Issues

If the received product has misprinting, defects, or damages:

  • Contact us within 10 days of delivery with photos of the defect, original packaging, and shipping label for verification.

  • For lost shipments, claims must be made within 10 days of the estimated delivery date.

  • If approved, we will arrange return shipping at our expense and process a replacement or refund.

Rejection by Customer

Since our products are customized, we do not offer refunds for size, color, or design modifications. If an order is rejected due to an incorrect address or refusal to accept, it will be marked as RTO and stored for 30 days before being donated to charity.

Cancellations

1. Cancellations by Customer

  • If a cancellation request is received before processing, we will cancel the order and issue a full refund.

  • If the product has been printed or shipped, cancellation is not possible, and standard return policies apply.

2. Cancellations by HEMSTITCH

We reserve the right to cancel orders due to:

  • Product unavailability

  • Pricing inaccuracies

  • Quantity limitations

  • Suspected fraud or payment issues

If an order is canceled post-payment, the amount will be refunded within the next billing cycle.

Refunds

Manner of Refund

  • Refunds (if applicable) will be provided as store credits for future purchases.

  • Store credits are non-transferable unless explicitly agreed upon.

  • Refunds will be processed within 15 days after the return is approved.

Return Instructions

To initiate a return:

  1. Contact us at info@thehemstitch.com within the return window.

  2. Provide necessary details, including order number, images, and reason for return.

  3. Follow return shipping instructions provided by our support team.

  4. Once verified, a refund or replacement will be issued.

For any further questions, please reach out to us at info@thehemstitch.com. We are happy to assist you!