Manufacturing orders are made to your specification, so "returns" work differently than in retail. This policy describes how quality claims are raised and settled. It exists so that both sides know the rules before production starts - the same rules we would want as a buyer.
The quality standard
The standard for every order is the approved pre-production sample plus the written specifications agreed before bulk. A garment is defective if it materially deviates from that standard - wrong fabric, wrong measurement beyond agreed tolerance, broken stitching, misprinted or misplaced logos, stains, or missing components.
Normal commercial tolerances are not defects: measurement within ±1.5 cm on most points (agreed per tech pack), minor shade variation between dye lots, and quantity tolerance of ±3% per style/colour as described in our terms.
Inspection windows
- Before shipment - every order gets a final inspection with photos; you may also appoint a third-party inspector (SGS, Intertek, or your own agent) at your cost before the balance payment.
- After arrival - report visible defects within 14 days of receiving the goods, with the evidence described below.
- Hidden defects (e.g. colour bleeding on first wash) - report within 30 days of receipt.
How to raise a claim
Send us, in the same WhatsApp thread as the order:
- Photos or video of the defect, clear enough to classify it
- The affected quantity (counted, not estimated)
- Carton numbers where the affected pieces were found
We respond within 3 working days with our assessment and proposed resolution.
How claims are settled
Depending on the defect rate and what makes commercial sense, settlement is one of:
- Repair or replacement of affected pieces in the next shipment,
- Credit or partial refund proportional to the affected quantity - see the refund policy,
- Discounted acceptance where the defect is cosmetic and you prefer to sell the goods.
Shipping goods back to Indonesia is rarely economical and is not required for a claim to be honoured - documented evidence is sufficient. Where return shipment is genuinely needed, we agree the logistics and cost split case by case before anything moves.