Refund & Return Policy

Because every garment at LinenSuit.shop is custom-made to your specific measurements, our refund and return policy differs from standard retail. This policy explains your rights and our commitments.

1. No Returns on Custom-Made Items

1.1 Why We Can't Accept Returns

All custom garments are made specifically for you:

• • Cut to your exact measurements
• • Customized to your style preferences
• • Handcrafted by Bangkok artisans
• • Cannot be resold to other customers

We cannot accept returns or offer refunds for:

• • Change of mind
• • Buyer's remorse
• • Style preference changes
• • Fit issues caused by inaccurate measurements you provided

1.2 Draft Fitting Protects You

This is why we include draft fitting:

• • You receive a test garment first
• • Try it on and provide feedback
• • We perfect the fit before cutting final fabric
• • Ensures satisfaction before we invest in final materials

The draft fitting process is your opportunity to ensure perfect fit and avoid returns.

2. When Refunds ARE Available

2.1 Before Draft Production Starts (24 Hours)

Full refund if you cancel within 24 hours of order:

Process:

1. Email support@linensuit.shop immediately
2. Subject: "Order [#] - Cancellation Request"
3. Include: Order number and reason

Refund timeline:

• • Approved within 24 hours
• • Refund processed to original payment method
• • Appears in 5-10 business days (bank dependent)

After 24 hours: No refunds (materials ordered, production started)

2.2 Defects in Materials or Craftsmanship

If there's a genuine defect, we'll make it right:

Covered defects:

• • Fabric tears or flaws (not wear and tear)
• • Broken stitching or seams (manufacturing issue)
• • Incorrect customization (wrong buttons, wrong lining, etc.)
• • Significant variation from approved draft fit

Not covered:

• • Normal wear and tear
• • Damage from improper care (see care label)
• • Alterations by third-party tailors
• • Natural fabric characteristics (linen wrinkles, natural variations)
• • Minor imperfections characteristic of handcrafted garments

How to claim:

1. Contact us within 7 days of delivery
2. Email: support@linensuit.shop
3. Include:
   • • Order number
   • • Clear photos of defect from multiple angles
   • • Description of issue
4. We review within 24-48 hours

Our options (our choice):

• • Repair: Ship garment back for fixing
• • Remake: Create new garment at no cost
• • Refund: Full or partial refund

Return shipping: We cover if defect confirmed

3. Alterations Policy

3.1 Minor Alterations (Included)

Free alterations within 30 days of final delivery:

Covered adjustments:

• • Sleeve length (±1 inch)
• • Trouser hem (±1.5 inches)
• • Minor waist adjustments (±0.5 inch)
• • Button repositioning

How to request:

1. Email support@linensuit.shop
2. Describe adjustment needed
3. Include photos if helpful

Our options:

• • Local tailor reimbursement: We reimburse up to $30 for local alterations
• • Ship to us: We'll alter and ship back (no cost to you)

3.2 Major Alterations (Not Included)

Not covered (beyond draft fitting scope):

• • Complete re-cutting or remaking
• • Fit issues due to inaccurate measurements you provided
• • Changes to original customization choices
• • Style redesign requests

Why: Draft fitting is designed to perfect fit before final garment. Major alterations should be identified during draft phase.

Exception: If you gain/lose significant weight after delivery, contact us. We may offer discounted remake service.

4. Payment Disputes & Chargebacks

4.1 Contact Us First

Before filing a chargeback with your bank:

1. Contact support@linensuit.shop
2. Give us 48 hours to respond
3. Most issues can be resolved quickly

Why this matters: Chargebacks harm small businesses. We lose product + materials + chargeback fees, and may result in account suspension.

4.2 Fraudulent Chargebacks

If you file a chargeback without contacting us:

• • We may pursue legal action
• • Evidence (order confirmation, draft approval, delivery) will be provided to bank
• • Your account will be permanently suspended

Legitimate chargebacks:

• • If we fail to deliver after multiple attempts
• • If we refuse to honor defect claims unreasonably
• • If fraudulent charges appear on your account

5. Damaged or Lost Shipments

5.1 Damaged During Shipping

If package arrives damaged:

1. Take photos immediately (box + contents)
2. Contact us within 24 hours: support@linensuit.shop
3. Do NOT discard packaging

We will:

• • File claim with shipping carrier
• • Remake garment at no cost to you
• • Expedite replacement shipment

5.2 Lost Shipments

If tracking shows delivered but you didn't receive:

1. Check with neighbors, building manager, household members
2. Contact us within 48 hours
3. We'll investigate with carrier

Resolution:

• • If carrier confirms loss: We remake garment
• • If carrier confirms delivery: You may need to file police report

Prevention: We recommend signature confirmation (optional upgrade)

6. International Customers

6.1 Customs Duties & Taxes

We are NOT responsible for:

• • Import duties or taxes charged by your country
• • Customs delays or rejections
• • Packages refused at customs

These fees are non-refundable as they're paid to your government, not us.

Note: Shipping is included in our prices, but customs fees vary by country and are customer's responsibility.

6.2 Your Consumer Rights

Your local consumer protection laws may provide additional rights:

• • EU customers: 14-day cooling-off period may NOT apply to custom goods
• • UK customers: Consumer Rights Act may NOT cover bespoke items
• • Australian customers: ACL protections for major defects still apply

Nothing in this policy removes your statutory rights under local law.

7. How to Contact Us

Questions or concerns about refunds/returns?

• • Email: support@linensuit.shop (fastest)
• • Response time: Within 24 hours
• • WhatsApp: Chat on WhatsApp (urgent inquiries)
• • Phone: +66 96 649 8151

Include in your email:

• • Order number
• • Issue description
• • Photos (if applicable)
• • Desired resolution