Refund & cancellation policy

Cancelling an order

Before production begins. You may cancel in writing at any time before we begin cutting or production. Any advance you have paid is refunded in full, less any material already bought specifically for your order at your written instruction.

After production begins. Once cutting has started, an order made to your own specification — your fabric, sizes, artwork or branding — cannot be cancelled, because the goods cannot be sold to anybody else. If you cancel at this stage you remain liable for the work done and the material consumed, and we will invoice only that.

Stock items. An order for goods we hold as stock may be cancelled at any time before dispatch, and is refunded in full.

Returns

Goods may be returned where they are defective, damaged in transit, or do not match the specification we agreed in writing.

• Shortages and damage visible on the packaging must be noted on the carrier's proof of delivery and reported within 48 hours of delivery.
• Any other defect must be reported within 7 days of delivery, quoting the invoice number and with photographs.
• Goods must be unused, unwashed and in their original packing.

We do not accept returns for a change of mind on made-to-order goods, for shade or measurement variation within the tolerance agreed at the time of order, or for goods damaged by use, washing or storage after delivery.

How a claim is handled

Tell us within the periods above. We will acknowledge within 2 working days and may ask for photographs or for the goods to be sent back for inspection. Where a return is needed we will tell you where to send it; if the goods are found to be defective we pay the return freight, and if they are not, you do.

We complete our inspection within 7 working days of receiving the goods and tell you the outcome in writing.

Refunds

Where a refund is due we make it to the original method of payment. A payment made by card, UPI or net banking is refunded to the same card or account; a payment made by bank transfer is refunded to the account it came from. We do not refund to a different account than the one that paid.

Approved refunds are initiated within 7 working days of approval. Once initiated, the money typically reaches you within a further 5 to 10 working days, depending on your bank or card issuer — that part is outside our control, and we will give you the gateway's reference so you can trace it.

Where only part of an order is affected, we refund the amount paid for the affected goods together with any freight attributable to them. Taxes are refunded with the amount they were charged on.

At your option we can issue a replacement or a credit against a future order instead of a refund. We will not do so without your agreement.

Failed and duplicate payments

If a payment is debited from your account but the order does not confirm, the amount is normally reversed automatically by your bank within 5 to 7 working days. If it is not, contact us with the date, the amount and the reference and we will trace it with the gateway.

A duplicate payment is refunded in full as soon as it is identified, without a deduction of any kind.

Contact

Cancellations, returns and refund queries: GRAV CLOTHING PVT LTD, 8B, Mayfair Lagoon Campus, Jaydev Vihar, Bhubaneswar, Odisha, 751013, India, or +91 93302 88560 (10:00–18:00 IST, Monday to Saturday). Please quote your order or invoice number.