Return, Exchange & Refund Policy

Last Updated: [Date]

At Stitchray, we want you to have a smooth shopping experience. Many of our clothing products are stitched or produced on demand based on customer orders. Therefore, we request that customers carefully review the product details, size chart, selected size, and other applicable options before placing an order.

This Return, Exchange & Refund Policy explains the conditions under which a return, exchange, replacement, or refund may be requested.

1. Return & Exchange Request Period

Any request for a return or exchange must be submitted to us within 4 days of delivery.

Requests submitted after this period may not be eligible for return or exchange.

2. Eligible Reasons for Return or Exchange

A return, exchange, replacement, or refund request may be considered if:

You received a damaged product;
You received a product with a genuine manufacturing defect;
You received the wrong product; or
The product delivered is materially different from what you ordered due to an error on our part.

All requests are subject to verification and approval.

3. Mandatory Unboxing Video for Damage or Wrong Product Claims

To help us verify claims relating to a damaged, defective, incorrect, missing, or materially different product, customers must record a clear and continuous unboxing video.

The video should begin before opening the package and clearly show:

The unopened package;
The shipping label and relevant package details;
That the package seal is intact, where applicable;
The condition of the outer packaging;
Any visible tearing, damage, breakage, or signs of tampering, if present;
The package being opened; and
The product and its condition immediately after opening.

The video should be recorded continuously, without cuts or interruptions.

If you are making a claim regarding a damaged, defective, incorrect, missing, or materially different product, please provide the relevant unboxing video and any additional photos or information requested by us.

Where sufficient evidence is not available to verify the claim, we may be unable to approve the return, exchange, replacement, or refund request.

We strongly recommend recording an unboxing video for every order.

4. Size Selection

Customers are responsible for selecting the correct size before placing an order.

We strongly recommend checking the applicable size chart, measurements, product details, and fit information before completing your purchase.

Many Stitchray products are stitched or produced on demand specifically after an order is placed. Because of this, products may not always be suitable for resale to another customer.

If you selected an incorrect size, an exchange request may be considered subject to:

The request being made within 4 days of delivery;
The product meeting all return and exchange conditions;
Availability of the requested replacement size or product; and
Applicable shipping charges being paid by the customer.

An exchange is not guaranteed until the request has been reviewed and approved.

5. Condition of Products

To be eligible for a return or exchange, the product must be returned in its original condition.

The product must:

Be unused, unworn, and unwashed;
Be free from stains, odours, damage, or signs of use;
Have all original tags and labels intact and attached, where applicable;
Not have any seal, tag, or label removed, cut, broken, damaged, or tampered with;
Include the original bags, packaging, packing materials, product cards, inserts, gift cards, or other items provided with the order, where applicable; and
Be returned without unnecessary damage to the original packaging.

Products that do not meet these conditions may not be eligible for a return or exchange.

6. Return & Exchange Shipping Charges

Unless the issue is verified as an error attributable to Stitchray, such as sending the wrong product or a genuine manufacturing defect, the customer is responsible for the applicable return shipping charges.

Where an exchange is approved, the customer may also be responsible for applicable shipping charges associated with sending the replacement product.

Any applicable charges will be communicated to the customer before the return or exchange process is completed.

7. Inspection and Approval

All returned products are subject to inspection after they are received.

We may review:

The reason for the request;
The evidence provided;
The required unboxing video, where applicable;
The condition of the returned product;
The condition of the packaging, tags, seals, and included items; and
Whether the request complies with this policy.

A return, exchange, replacement, or refund is not considered approved until the request and, where applicable, the returned product have been reviewed.

8. Refunds

Refunds are issued only when a return or refund request is approved in accordance with this policy and applicable law.

Where a refund is approved, it will generally be processed using the original payment method or another appropriate method communicated to the customer.

Unless the issue was caused by an error attributable to Stitchray or otherwise required by applicable law, shipping charges and return shipping charges may not be refundable.

The time taken for a refund to reflect in your account may depend on your bank, payment method, or payment service provider.

9. Exchanges

If your exchange request is approved, we will process the exchange subject to product or size availability.

If the requested size or product is unavailable, we may provide alternative options, where appropriate.

Customers requesting an exchange due to an incorrect size selection may be required to pay the applicable return and replacement shipping charges.

10. Products Not Eligible for Return or Exchange

Subject to applicable law, a return or exchange request may not be accepted if:

The request is made more than 4 days after delivery;
The product has been worn, washed, used, altered, or damaged after delivery;
Tags, labels, seals, or other applicable items have been removed, cut, broken, or tampered with;
Original packaging or included items are missing or significantly damaged;
The product does not pass our return inspection;
The claim for a damaged, defective, incorrect, missing, or materially different product cannot be reasonably verified based on the evidence provided;
The product was produced specifically according to options selected by the customer and the customer simply changed their mind; or
The request does not otherwise meet the conditions of this policy.

Nothing in this policy is intended to limit any rights that cannot be excluded under applicable law.

11. Made-to-Order Products

Many products sold by Stitchray are stitched or produced on demand based on customer orders and selected product options.

Because these products may be specifically produced for an individual order, they may not be suitable for resale if returned due to a change of mind or an incorrect selection made by the customer.

For this reason, we encourage customers to carefully review all order details, including size and product information, before placing an order.

12. How to Request a Return or Exchange

To request a return or exchange, please contact us within 4 days of delivery and provide:

Your order number;
The reason for your request;
Clear photographs of the product and the issue, where applicable; and
A continuous unboxing video for claims involving damage, defects, incorrect products, missing items, or material differences from the order.

Please do not send any product back without contacting us first and receiving return instructions.

Once we review your request, we will inform you about the next steps.

13. Policy Updates

We may update this Return, Exchange & Refund Policy from time to time to reflect changes in our business practices, products, or applicable requirements.

Any updated version will be posted on this page with a revised Last Updated date.

14. Contact Us

For questions or requests relating to returns, exchanges, or refunds, please contact:

Brand Name: Stitchray
Registered Business Name: Stitch Ray Enterprises
Email: Contact@stitchray.in , Stitchrayenterprises@gmail.com