REFUNDS & CANCELLATION POLICY

Applicable for all interfaces of CHIHILI

About Custom-Made Products

CHIHILI specializes in custom-made, hand-designed, hand-crafted fashion items. Details of products and specifications are approximate values as they are custom fit measurements and may differ based on fabric quality and specifications.

The outcome of each dress and garment is dependent on various factors including the skill of workers, clarity of communication, accuracy of measurements provided, and fabric quality specifications.

Refund Policy on Products & Services

No Refunds on Custom Orders

Since each garment ordered with CHIHILI is completely customized to measurement, style preferences, look and finish as opted by the customer, refunds will not be permitted on orders once placed. Garments are made to stitched fit as per the desire and need of the customer, to the extent possible by CHIHILI.

Refunds Due to CHIHILI Issues

Refunds, if any and due to issues found attributable to CHIHILI team after due clearance through our grievance redressal process, will ONLY be in the form of Gift Vouchers.

  • Gift Vouchers issuance takes 7-10 working days from management approval
  • Value limited to ₹2,500 OR actual cost of items (whichever is lower)
  • Limit applies regardless of order value or material costs

No Cash or Online Refunds

No cash or online refunds will be issued at any time. Only Gift Vouchers are provided for CHIHILI-attributable issues.

Order Cancellation Policy

All orders placed by the customer can be cancelled EXCEPT for the following scenarios:

❌ Cannot Cancel If:

  • Order has been placed with the fulfillment center for processing
  • Fabric has been washed, ironed, cut, or stitched
  • Work has already begun (stitching, cutting, fashion designer work, etc.)
  • In cases of ambiguity, CHIHILI reserves the right to decide on case-to-case basis

Cancellation Refund Terms

For cancellations permitted as per the policy above, CHIHILI reserves the right to reimburse amounts pertaining to the advance amount collected till such time, EXCEPT for:

  • Cost paid for fabrics
  • Transport charges
  • Logistics charges
  • Other incidental charges expended to service the order

Fabric Supplier Return Policy

CHIHILI will consider a refund only if the fabric supplier(s) on CHIHILI's platform has a Fabric return policy AND the supplier accepts the return/refund as per their own policies.

Important: If the fabric provider doesn't accept return or replacement, CHIHILI will not be able to make any refund or replacement at its own behest at any point in time.

The timeframe for such grievances will be commensurate to the fabric provider's prescribed return and refund policies.

Grievance Redressal Process

For any queries related to your orders, our customer support team will:

  1. Receive your grievance
  2. Conduct a process audit
  3. Have the process audit team decide on the outcome of issue analysis
  4. Notify you of the decision

Discounted Items - Non-Refundable

Important: Any items or orders stitched at a discounted cost while applying a coupon code or discount code are NOT refundable under any circumstance.

Product Variation Notice

Due to the online nature of custom-designed and custom-fit workflow, there may be variations in:

  • Colors of fabrics and dyes
  • Designs, prints, or embroideries
  • Fabric texture and cloth stretch
  • Shape or nature of fabric
  • Thread and accessory variations

These variations occur due to fabric dyes, inherent fabric specifications, manual stitching differences, and digital photography/color settings. Customers agree to these natural variations.

Have Questions?

For any queries regarding refunds, cancellations, or grievances:

Email: grievance@chihili.in

Phone: +91 9124725574