Legal
Return, Refund & Cancellation Policy
Last updated: March 2026
This policy governs returns, refunds, and cancellations for all orders placed through the RunTailor platform — including custom tailoring and stitching service orders as well as e-shop product purchases. Please read this policy carefully before placing an order. By using our platform you agree to the terms described below.
Table of Contents
- Service Orders vs. Product Orders — Key Distinction
- Custom & Stitched Orders — Non-Refundable Policy
- When Returns & Refunds Are Accepted
- How to Raise a Return or Refund Request
- Return Shipping Costs
- Refund Timelines
- Cancellation Policy — Service Orders
- Cancellation Policy — E-Shop Product Orders
- E-Shop Returns — 7-Day Window
- Non-Returnable Items
- Contact & Grievance Redressal
1. Service Orders vs. Product Orders — Key Distinction
RunTailor operates two distinct order types, each governed by different return and refund rules:
Service Orders
Orders placed for tailoring, stitching, alterations, bridal & custom garment work, or restoration services fulfilled by a RunTailor partner tailor.
- Bespoke & custom stitching
- Alterations & repairs
- Bridal & ceremonial garments
- Restoration & upcycling
E-Shop Product Orders
Orders placed for ready-made or standardised items available in the RunTailor e-shop, which are not custom-made to your specific measurements.
- Ready-to-wear clothing
- Fabric rolls & materials
- Accessories & notions
- Standard-size garments
The type of order you place determines which refund and return rules apply. If you are unsure whether your order is classified as a service order or a product order, please contact RunTailor support before raising a request.
2. Custom & Stitched Orders — Non-Refundable Policy
All custom tailoring, bespoke stitching, and made-to-measure service orders are strictly non-refundable once the tailor has begun work on your garment.
Custom and stitched orders involve significant labour, skill, and the use of materials that cannot be reused once cutting and stitching have commenced. Because each garment is created exclusively to your specifications and measurements, we are unable to offer refunds or returns on the basis of:
- Change of mind after confirmation of the order
- Dissatisfaction with the design that was approved before stitching began
- Measurements provided incorrectly by the customer
- Fabric or material selected by the customer being unsuitable
- Style preferences that differ from the order specifications submitted
- Delays caused by the customer (e.g. late provision of measurements or fabric)
By placing and confirming a custom or stitching service order on RunTailor, you acknowledge and accept that the order is non-refundable except in the specific circumstances described in Section 3 below.
3. When Returns & Refunds Are Accepted
Notwithstanding the general non-refundable nature of custom service orders, RunTailor will accept a return or refund request in the following circumstances:
Tailor Error — Wrong Size or Measurements
If the finished garment does not match the measurements or size specifications that were confirmed and recorded in the platform at the time of order placement — and the discrepancy is attributable to the tailor's error and not to measurements provided incorrectly by you — you are eligible to raise a return or refund request. This includes cases where the garment is significantly over- or under-sized compared to the agreed measurements.
Defective Workmanship
If the garment or item delivered is defective due to poor workmanship — such as broken stitching, unfinished seams, misaligned patterns, incorrect fabric usage contrary to confirmed order details, or structural defects that render the garment unwearable — you are entitled to raise a complaint and refund request.
Damage During Delivery
If the item arrives visibly damaged as a result of the delivery process — including torn packaging, water damage, stains, or physical damage incurred during transit — you may raise a claim. Damage must be documented at the time of delivery and reported within the stated timeframe.
Wrong Item Delivered
If the item delivered is clearly not what was ordered — different garment type, wrong fabric, or belonging to a different customer — you are eligible for a full return and refund regardless of order type.
48-Hour Reporting Window
All return and refund requests — for both service orders and e-shop product orders (unless otherwise specified in Section 9) — must be raised within 48 hours of delivery confirmation. Requests submitted after this window will not be entertained except at RunTailor's sole discretion in exceptional circumstances. The delivery timestamp recorded by our logistics partner shall be considered the official delivery time.
4. How to Raise a Return or Refund Request
All return and refund requests must be submitted through the RunTailor app. We do not accept requests over phone calls, WhatsApp, or third-party channels. Follow these steps:
Open the RunTailor App
Navigate to 'My Orders' and select the relevant order. Tap 'Report an Issue' within 48 hours of receiving your delivery.
Submit Clear Photographs
Upload clear, well-lit photographs of the issue — including the full garment, the specific defect or damage area, the packaging, and the delivery label. Photographs must be submitted at the time of raising the request. Requests without photographic evidence will not be processed.
Describe the Issue
Provide a written description of the problem, specifying how the delivered item deviates from your confirmed order. Be as specific as possible — include measurements if applicable.
Platform Review
RunTailor's quality team will review your submission within 2–3 business days. We may contact you for additional information or photographs. The tailor associated with your order will also be given an opportunity to respond.
Decision & Resolution
Upon completion of the review, you will be notified of the outcome through the app and via email. If the request is approved, your refund or return will be processed as described in Sections 5 and 6.
5. Return Shipping Costs
Borne by RunTailor Platform
Return shipping costs are fully covered by RunTailor where the return is due to:
- Tailor error (wrong size or measurements)
- Defective workmanship attributable to the tailor
- Damage during delivery
- Wrong item delivered
In these cases, a prepaid return shipping label will be arranged by RunTailor. You will not be required to pay any amount upfront.
Borne by the Customer
Return shipping costs are the customer's responsibility where:
- E-shop returns initiated for reasons other than damage or wrong item
- Customer-initiated returns for non-defective e-shop products
- Returns where the platform's review team finds no tailor fault
6. Refund Timelines
All approved refunds are processed back to the original payment method used at the time of purchase, via our payment gateway partner Cashfree. Refunds are not issued in the form of store credits, vouchers, or alternative payment methods unless explicitly agreed upon.
Scenario
Refund Type
Timeline
Approved defect / tailor error — service order
Full refund to original payment
7–10 business days
Approved delivery damage claim
Full refund to original payment
7–10 business days
Wrong item delivered
Full refund to original payment
7–10 business days
Cancellation before tailor starts work
Full refund to original payment
5–7 business days
Cancellation after tailor begins work
Partial refund (see Section 7)
7–10 business days
E-shop product return (7-day window)
Full refund to original payment
7–10 business days
Refund timelines are calculated from the date of refund approval by the RunTailor platform team. Bank processing times may vary depending on your financial institution or card network. If you have not received your refund after 10 business days, please contact your bank before reaching out to RunTailor support.
7. Cancellation Policy — Service Orders
You may cancel a tailoring or stitching service order subject to the following conditions:
Cancellation Before the Tailor Begins Work
If you cancel your service order before the assigned tailor has accepted and begun work on your garment, you will receive a full refund of the amount paid, with no cancellation fee. Cancellation can be initiated from the 'My Orders' screen in the RunTailor app. The tailor's work status is updated in real-time on the platform.
Cancellation After the Tailor Has Begun Work
If the tailor has already started cutting, stitching, or preparing the fabric for your order at the time of cancellation, a partial refund will be issued. The refund amount will be calculated based on the stage of work completed:
- Work just started (fabric cut, not yet stitched): up to 50% refund of the service fee
- Work partially completed (stitching in progress): up to 25% refund of the service fee
- Work substantially completed or ready for delivery: no refund applicable
The stage of work is determined by the tailor's progress updates recorded on the RunTailor platform. Disputes regarding work stage will be reviewed by RunTailor's resolution team, whose decision shall be final.
No Refund on Cancellation
No refund will be issued if the order is cancelled after the garment has been substantially completed, is awaiting quality check, or has already been dispatched for delivery.
8. Cancellation Policy — E-Shop Product Orders
E-shop product orders may be cancelled subject to the following:
Before Dispatch
You may cancel an e-shop product order at any time before it has been dispatched from the warehouse or seller. A full refund will be processed to your original payment method within 5–7 business days.
After Dispatch
Once an e-shop order has been dispatched, it cannot be cancelled. You may instead initiate a return under the 7-day return window described in Section 9 upon delivery.
Custom E-Shop Orders
If an e-shop item has been ordered with customisation or personalisation (e.g. custom embroidery, monograms, or custom sizing), the same non-refundable rules as service orders apply once production has begun.
9. E-Shop Returns — 7-Day Return Window
Non-custom e-shop products are eligible for return within 7 calendar days of delivery. To be eligible, the following conditions must be met:
Return Eligibility Conditions
- The item must be unused, unwashed, and unaltered
- All original tags, labels, and packaging must be intact and attached
- The item must be returned in the same condition as received
- Proof of purchase (order ID) must be provided at the time of return request
- The return request must be submitted via the RunTailor app within the 7-day window
- Items showing signs of use, damage caused by the customer, or missing tags will not be accepted
Once a return is accepted and the item is received and inspected by our team, a full refund will be processed to the original payment method within 7–10 business days.
The 7-day return window does not apply to custom or personalised e-shop items, fabric sold by the metre, or any item explicitly marked as non-returnable on the product listing page.
10. Non-Returnable Items
The following categories of items are non-returnable and non-refundable under all circumstances (except where delivery damage or wrong item is proven):
- All custom-stitched, bespoke, or made-to-measure garments
- Bridal and ceremonial garments once stitching has begun
- Altered or repaired garments (alteration service orders)
- Fabric sold by the metre or in cut lengths
- Items purchased during final sale or clearance promotions
- Personalised items with custom embroidery, prints, or monograms
- Innerwear, swimwear, or hosiery products (for hygiene reasons)
- Digital products, patterns, or downloadable designs
- Items that have been used, washed, altered, or tampered with by the customer
11. Contact & Grievance Redressal
For any queries, disputes, or concerns regarding this policy, please contact our support team in the first instance. If your issue is not resolved satisfactorily within 10 business days, you may escalate to our Grievance Officer.
Customer Support
- In-AppHelp & Support → Raise a Ticket
- Emailsupport@runtailor.in
- HoursMon–Sat, 9:00 AM – 7:00 PM IST
- ResponseWithin 24–48 hours on business days
Grievance Officer
- NameGrievance Officer, RunTailor
- Emailgrievance@runtailor.in
- AddressRunTailor Technologies Pvt. Ltd., India
- Resolution TimeWithin 30 days of receipt of complaint
RunTailor reserves the right to amend this Return, Refund & Cancellation Policy at any time. Changes will be communicated via in-app notification and will take effect from the date of publication. Continued use of the RunTailor platform after any such changes constitutes your acceptance of the revised policy.