Return, Replacement & Refund Policy

REFUNDS & CANCELLATION POLICY applicable for all interfaces of CHIHILI (mobile applications, digital mediums, social websites and applications)

The details of the customer opted and custom-made products, services or product specifications (weight, stitching seam strength, colours and tints, handwork details, sizes and measurements, etc.) as mentioned on CHIHILI digital / online mediums (All company owned and related Mobile applications, Digital Online Websites and Company owned social mediums – hereby collectively referred to as ‘CHIHILI Interfaces’)  are only approximate values as they are custom fit measurements and may differ based on fabric quality and specifications.

By using any of the ‘CHIHILI Interfaces’ at any time, you agree to the latest terms in this disclaimer, which may change occasionally due to operational or regulatory updates.

Products, services or product specifications on ‘CHIHILI Interfaces’ are designer styled, hand designed and made, hand crafted and accessories may be hand-picked from various parts of India and other parts of the world, as feasible from time to time. Due to the intricate nature of the products available on our website, including the options to design your own fashion designs and getting them stitched through the ‘CHIHILI Interfaces’, we make sure that what you see is as close to the real thing as possible. However, due to the online nature of the custom-designed and custom-fit workflow of the order and the related interactions and engagement model of our mobile app and offline stitching/costume fabrication services, there may be variations in the colours of fabrics, dyes, designs, prints or embroideries of the image you see on your monitor and the actual product. The customer agrees to this fact of variation of colour, texture, fabric and cloth stretch, shape or nature of the fabric, threads, accessories due to the online nature of all such transactions on CHIHILI interfaces.

we strive to deliver high-quality dresses and garments that meet your expectations. However, the final result may vary depending on several factors, such as the workers' skill level and the accuracy of the information provided by the customer through our online platform. Therefore, we encourage you to communicate clearly and precisely the details of your order, such as the size, color, style and fabric preferences, so that we can execute it as faithfully as possible.

This is due to the nature of fabric dyes, variations in sizes due to the inherent fabric specification variations (such as stretch/variations and sag), whether at the time of manual stitching of your ordered item, dyeing and other differences in display outputs due to lighting, digital photography, color settings and capabilities of computer monitors.

Refund Terms and conditions:

1.       CHIHILI makes each garment according to the customer's measurements, style preferences, look and finish, based on the best information provided by the customer and the staff / partners of Chihili. Therefore, Chihili does not allow refunds on the orders once they are placed. We strives to create garments that fit the customer's needs and desires, as much as possible.

2.       Please call our customer support team +91 7008013330 for any queries related to your orders. Our process audit team will decide on the outcome of the issue analysis and the customer will be notified on the same.

3.       Refunds, if any and due to any issues found attributable to CHIHILI team after due clearance as per the grievance redressal clearance and the process usually will take 7-10 working days from the management approval date.

4.       No cash / online refunds will be issued at any time.

Terms for Cancellations of orders:

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

1.       The order has been placed with the Fulfilment centre for processing

2.       The fabric for the order has been washed/ironed/cut/stitched

3.       Work on the order has already begun which includes any form of stitching, cutting, fashion designer designing and other such activities related to the order

4.       In all cases of ambiguity, CHIHILI reserves the right to decide the possibility of cancellation of the order from case-to-case basis

In such possible cases of cancellation of orders, where permitted as per clauses above, CHIHILI reserves the right to reimburse the amounts pertaining to the advance amount collected till such time, except for the cost paid for fabrics, transport, logistics and other incidental charges expended to service the order till such time.

CHIHILI will consider a refund only in the following case:

If the fabric supplier(s) who provides the fabrics on CHIHILI’s own platform, as a third-party service, has a Fabric return policy and the respective fabric supplier accepts the return or refund as per their own fabric return and refund policies. The time frame for such a grievance to be reported will be commensurate to the fabric provider’s own prescribed return and refund policies.

In such possible cases of cancellation of orders, where permitted as per clauses above, CHIHILI reserves the right to reimburse the amounts pertaining to the advance amount collected till such time, except for the cost paid for fabrics, transport, logistics and other incidental charges expended to service the order till such time.

It is to be noted, that if the Fabric provider doesn’t accept the return or replacement of the fabric, CHIHILI will not be able to make any such refund or replacement at its own behest at any point of time.

Terms for Replacement and Alterations:

1.       If CHIHILI misplaces any fabric or garment, then the liability of CHIHILI is limited to the replacement of the monetary value of the fabric OR replacement of the similar fabric, subject to sufficient proof of purchase value of the fabric is provided by the customer.

2.       If the customer is not satisfied with any of the garment's design or fitting, and the customer intends to cancel the order, the liability of CHIHILI is limited upto INR Rs. 3,000/- only or the refund of the stitching charges component of the pricing, whichever is higher. In case of the fabric cost being included as a part of the refund, the garment will be retained as CHIHILI property for further audit and quality purposes.

3.       Any alterations to the size of the dress are provided free of cost if the customer arranges to send the dress / garment.

4.       Alterations will always be for a size / measurement change as mentioned in the above clause and will not be for any style change or change in any main style of the garment. e.g. Making a full sleeve into a sleeveless blouse, will not be termed as an alteration.

5.       The customer confirms that she/he has taken precaution to ensure that the measurements for each personalised fashion order have been submitted and mentioned in the app with due caution and verification.

6.       In cases of outstation orders (where CHIHILI doesn’t provide a pickup and delivery service), any alterations beyond a 7-day timeline (from the date of delivery of the finished garment) will need the customer to bear the shipping costs for the alterations to be done at the nearest CHIHILI centre.

7.       Any pickup and delivery service for any alterations beyond the 7-day timeline in pin codes served by Chihili for pickup/delivery service from time to time, will be charged extra as per the charges decided by the management of CHIHILI from time to time. Customer can avail of such paid services at their known discretion.

8.       Any items or orders stitched at a discounted cost or applied coupon code or discount code are not refundable under any circumstance.

You can email us at: grievance@chihili.com or call at: +91 7008013330 for any queries regarding these terms.

Payment Terms:  

Payment for Online Orders and Shopping through ‘CHIHILI Interfaces’:

‘CHIHILI Interfaces’ offer you multiple payment methods to make your purchase by using options such as Visa, MasterCard, Diners and American Express credit/debit cards, UPI, Net banking options in India and other countries, through its selected government approved third-party payment gateways or payment processors. The availability of the services of such payment gateways in all countries is a matter of operational policy of the respective payment gateway company and Chihili cannot be held responsible for the same.

You can be rest assured that ‘CHIHILI Interfaces’ trusted payment gateway partners use best possible secure encryption technology to keep your transaction details confidential at all times. We only have access to the interfaces and the related data shared by our payment gateway providers.

All payments made against the purchases/services on ‘CHIHILI Interfaces’ by you shall be compulsorily in Indian Rupees acceptable in India. In case of overseas remittances, the applicable foreign exchange rules, all applicable processing charges and regulations will apply.

Before shipping / delivering your order to you, ‘CHIHILI Interfaces’ or its authorized staff / consultants / personnel may request you to provide supporting documents (including but not limited to Govt. issued ID and address proof) to establish the ownership of the payment instrument used by you for your purchase. This is done in the interest of providing a safe online shopping environment to our users.

Credit/Debit Card/ Net Banking Details:

You agree, understand and confirm that the Credit/Debit card/Net banking/UPI details provided by you for purchase of products on ‘CHIHILI Interfaces’ will be correct and accurate and you shall not use the credit/debit card/net banking which is not lawfully owned by you. You further agree and undertake to provide the correct and valid credit/debit card/ net banking details when making payment on ‘CHIHILI Interfaces’. Your credit/debit card/ net banking information never reaches ‘CHIHILI Interfaces’, we just get pass, hold or fail message from our payment gateways. The said information will not be utilized and shared by our payment gateways or ‘CHIHILI Interfaces’ unless required for fraud verifications or by law, regulation or court order. ‘CHIHILI Interfaces’ will not be liable for any credit/debit card/ net banking fraud. The liability for use of a card/net banking fraudulently will be on you and the onus to 'prove otherwise' shall be exclusively on you.

Fraudulent / Incomplete / Declined Transactions:

Payments for orders can be made through our Online payment methods such as UPI modes, Payment Gateway or with Cash only. We encourage all payments to be made using digital mediums. No other modes of payment are acceptable at any point of time. You undertake to remit the complete payments due to ‘CHIHILI Interfaces’ as per the order value agreed while confirming the order. We reserve the right to recover the cost of goods, collection charges and legal expenses from persons using the ‘CHIHILI Interfaces’ fraudulently/mischievously; ‘CHIHILI Interfaces’ reserves the right to initiate legal proceedings against such persons for fraudulent/mischievous use of the ‘CHIHILI Interfaces’ and any other unlawful acts or acts or omissions in breach of these terms and conditions.

We, as a merchant shall be under no liability whatsoever in respect of any loss or damage arising directly or indirectly due to decline or authorization for any Transaction.

Grievance Officer:

Please find below the details of the grievance officer:

Email: grievance@chihili.com

Address: FOURHOOKS PVT LTD Plot No.561, Ground floor, GIET Ekamra Vihar, Bhubaneswar-751015, Odisha.

The Grievance Officer is identified above pursuant to the provisions of applicable laws including but not limited to the Information Technology Act, 2000 and the Consumer Protection Act, 2019, and the Rules enacted under those laws