Refund & Returns Policy

1. Your Legal Rights

This policy complies with the Consumer Rights Act 2015. Your statutory rights are not affected.

2. Returns (14 Days)

You must request a return within 14 days of receiving your item. Once your return is approved, you then have a further 14 days to send the item back to us. Returned items must be:

  • Unworn
  • Unwashed
  • In original condition

3. Refunds (30 Days)

Refunds are available within 30 days if:

  • Unworn
  • Unwashed
  • In original condition

4. Faulty Items

For the purpose of this policy, a "faulty" item means a manufacturing or workmanship defect present on delivery, for example:

  • Broken zip or faulty zip mechanism present at collection
  • Missing, loose, or coming-apart stitching
  • Seam failure not caused by strain, misuse, or wear
  • Incorrect alterations that do not match agreed specifications
  • Poor workmanship, including uneven hems, misaligned seams, or unfinished edges
  • Structural defects in the garment affecting fit or function
  • Incorrect sizing where measurements were taken by Chauhans
  • Faulty fastenings (e.g., buttons, hooks, clasps) that detach without use
  • Fabric damage caused during the tailoring process (e.g., tears, burns, or visible damage)
  • Use of incorrect materials or fabrics contrary to agreed order details

Faulty does not include damage caused after delivery, including wear and tear, accidental damage, misuse, incorrect washing/care, or alterations carried out by anyone other than Chauhans.

5. What Is Not Considered Faulty

The following are not considered faults under this policy:

  • General wear and tear after collection
  • Damage caused by misuse, strain, or improper handling
  • Incorrect washing, drying, or care (including failure to follow care instructions)
  • Damage caused by third-party alterations or repairs
  • Minor variations inherent in handmade or bespoke garments
  • Slight colour, texture, or fit variations where reasonable and expected
  • Issues arising from inaccurate measurements provided by the customer
  • Changes in body size or fit after collection
  • Fabric defects supplied by the customer (where we did not source the fabric)

6. Fabric Preparation and Handling

To maintain hygiene and quality standards, Chauhans may, where appropriate, lightly treat garments or fabrics that have been in storage (for example, with fabric freshening or sanitising sprays).

By using our services, you acknowledge and accept that:

  • Such treatments may be applied as part of standard preparation
  • A mild scent or temporary residue may be present following treatment
  • These treatments are applied with reasonable care and using products suitable for textiles

Chauhans will not be liable for:

  • Minor and temporary effects such as scent or light creasing resulting from standard preparation processes

However, nothing in this clause excludes or limits your statutory rights. If any treatment results in damage to a garment due to lack of reasonable care or skill, we will remain responsible in accordance with the Consumer Rights Act 2015.

7. Remedies for Faulty Items

If goods are faulty, you are entitled to:

  • A repair or replacement
  • A refund (if unresolved)

8. Custom/Bespoke Items

Custom-made goods are non-refundable unless they are faulty as defined above.

9. Service Issues

If tailoring services are not carried out with reasonable care and skill, we will:

  • Fix the issue, or
  • Offer a partial/full refund