Introduction

At Daroodi Ltd., we are committed to the highest standards of artisan craftsmanship. Because our business revolves around made-to-order, bespoke luxury garments, our Refund Policy is structured to protect the integrity of the handcraft process while ensuring fair treatment for our clients in verified instances of structural defects.

 

“Due to the bespoke, made-to-order nature of Daroodi garments, all sales are final. Refunds are issued exclusively in cases of verified structural manufacturing defects.”

1. Bespoke & Custom Orders (Final Sale)

As outlined in our Bespoke & Custom Order Policy, garments crafted to your specific measurements, fabric choices, and embroidery specifications cannot be returned or refunded.

• The statutory 14-day right to return does not apply to customized goods under UK, EU, US, and Canadian consumer law.
• Change of mind, incorrect measurements provided by the client, or slight artisanal variations in hand-embroidery do not constitute grounds for a refund.

2. Eligibility for Refunds (Structural Defects)

We stand by the structural integrity of our garments. A refund or replacement will only be considered if your garment arrives with a verified structural manufacturing defect, such as:

• Severe fabric tearing or splitting at the seams upon first opening.
• Major structural flaws in the garment construction (e.g., sleeves sewn shut, completely misaligned closure).
• Missing elements that were explicitly paid for in the original commission (e.g., paid for Swarovski crystals but received plain embroidery).

Minor imperfections inherent in handcrafted goods (slight thread irregularities, normal fabric texture variations) are not considered defects.

3. How to Submit a Refund Request

To initiate a refund request based on a structural defect, you must follow this strict protocol:

1. Contact within 48 Hours: Email [Insert Email Address] within 48 hours of delivery. Requests made after 48 hours will be denied.
2. Provide Evidence: Include your Order Number and clear, high-resolution photographs or videos highlighting the defect.
3. Do Not Alter: Do not wear, wash, alter, or dry clean the garment. Doing so immediately voids the refund eligibility, as we cannot assess if the damage occurred during manufacturing or after delivery.

4. Assessment and Resolution

Once your request is received:

• Our master atelier team will review the evidence.
• If the defect is verified, we will offer you two options: A full refund or a Complete remake of the garment. The choice is yours.
• If the defect is not verified, we will explain our findings and the case will be closed.

5. Refund Processing & Bank Al Falah Timeline

If a refund is approved:

• The refund will be processed to your original payment method (credit/debit card) via our merchant partner, Bank Al Falah.
• Processing Time: Please allow 7 to 14 business days for the refund to reflect in your account. This timeframe accounts for Bank Al Falah’s processing time, as well as the international clearing times of your own bank (UK, USA, EU, etc.).
• Currency Conversion: If your original transaction involved a currency conversion, the refund will be processed in the original transaction currency. Due to fluctuating exchange rates, the final amount credited to your account may be slightly higher or lower than the original amount charged.