Refund policy
Return, Refund & Exchange Policy
Tonmoyee — Effective Date: [7-30-2026]
At Tonmoyee, every garment is handcrafted with care and thoroughly quality-checked before it leaves our atelier. Because our pieces are handmade in small batches — and most are made to order especially for you — our return policy differs from that of mass-produced fashion. Please read this policy carefully before placing your order. By placing an order, you acknowledge and agree to the terms below.
1. Handcrafted Products — Please Read
Our garments are handmade using artisanal techniques, hand embroidery, and natural processes. Slight variations in color, texture, weave, stitching, embellishment, or finishing are natural characteristics of handcrafted products and are part of what makes each piece unique. Such variations, and minor differences from product photographs due to lighting or screen settings, are not considered defects and do not qualify for return, refund, or exchange.
2. Hand-Dyed Fabrics, Care & Color Restoration
Our fabrics are hand-dyed by artisans. As with all hand-dyed textiles:
• Variations in shade, tone, and depth of color — between the delivered piece and product photographs, and between individual pieces of the same style — are inherent to the hand-dyeing process and are not considered defects.
• Hand-dyed fabrics require gentle care. Please follow the care instructions provided with your garment. Slight color softening over time, and minor dye release during initial washes, are natural characteristics of hand-dyed textiles.
• Color changes resulting from washing, wear, perspiration, exposure to sunlight, contact with perfumes or chemicals, or failure to follow the provided care instructions are not defects and are not covered under this policy.
Color Restoration Service: as part of our commitment to slow, sustainable fashion, if you experience noticeable fading after 18–24 months from purchase, we offer a re-dyeing and color restoration service so your piece can be enjoyed for years to come. This service is chargeable and subject to review of the garment by our team. Contact us for details.
3. Made-to-Order & Customized Items — Final Sale
ALL SALES OF MADE-TO-ORDER, CUSTOMIZED, AND BESPOKE ITEMS ARE FINAL.
Because each made-to-order piece is individually crafted for you after your order is placed, we do not accept returns, exchanges, or cancellation requests on made-to-order or customized items once crafting has begun, except where the item arrives damaged, defective, or incorrect (see Section 5). Items are clearly identified as “Made to Order” on their product pages.
4. Ready-to-Ship Items — Exchange or Store Credit
Ready-to-ship (in-stock) items may be returned for an exchange or store credit (not a cash refund), subject to the following conditions:
• You must contact us within 7 days of delivery to request a return authorization. Returns sent without prior authorization will not be accepted.
• Items must be unused, unworn, unwashed, and unaltered, with all labels, tags, and original packaging intact.
• The cost of return shipping is borne by the customer. Original shipping charges, duties, and taxes are non-refundable.
• All returns are shipped to our returns address in the United States (provided with your return authorization) — you will never be asked to ship a return internationally.
• The merchandise remains your responsibility until it reaches us; we recommend using a trackable, insured shipping service.
• Upon receipt and successful quality inspection, we will issue your exchange or a store credit valid for 6 months from the date of issue.
• We reserve the right to refuse a return if the item is not received in its original condition.
The following are not eligible for return or exchange under any circumstances: sale or discounted items, items purchased with a promotional code (unless required by law), accessories, and made-to-order or customized pieces.
5. Damaged, Defective, or Incorrect Items
We sincerely apologize if something is not right with your order. If your item arrives damaged or with a genuine manufacturing defect, or if you receive an item different from what you ordered:
• Notify us within 5 days of delivery by email, including your order number and clear photographs of the issue (and of the packaging, if damaged in transit). We recommend recording an unboxing video for high-value orders.
• Our quality team will review your claim and respond promptly. Approved claims will be resolved, at your choice where feasible, through repair, replacement, re-fulfillment of the correct item, or a full store credit.
• If we are unable to repair or replace the item, we will issue a full refund to your original payment method, including original shipping charges, within 7–10 business days of approval.
• Where a return is required for an approved claim, we will provide instructions and cover or reimburse reasonable return shipping costs.
Claims made after the 5-day notification window may not be accepted. Damage resulting from wear, washing, improper care, or alteration is not covered.
6. Order Cancellations
• Ready-to-ship orders: may be cancelled for a full refund any time before dispatch.
• Made-to-order items: may be cancelled for a full refund within 24 hours of placing the order. After 24 hours, crafting is scheduled and materials are committed, and the order can no longer be cancelled.
If Tonmoyee cancels your order for any reason (for example, product unavailability or a pricing error), you will receive a full refund to your original payment method.
7. Refund Processing
Where a refund to the original payment method is applicable under this policy, it will be initiated within 7–10 business days of approval. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement. Store credits are issued by email and may be redeemed on any future purchase within their validity period.
8. Alterations
We want your piece to fit beautifully. If a made-to-order garment crafted to your provided measurements requires minor adjustment, contact us and we will be happy to assist. Alterations requested for reasons other than our error (including changes to measurements you provided) may be chargeable, and the customer is responsible for shipping costs associated with alterations.
9. How to Start a Return or Claim
Email us at [Insert Email Address] with your order number, the reason for your request, and supporting photographs where applicable. Our team will respond with the next steps and, where applicable, our US returns address. Please do not ship any item back to us without prior authorization.
10. Your Statutory Rights
Nothing in this policy limits any rights or remedies you may have under applicable law, including applicable US federal and state consumer protection laws. Where the law of your state grants you rights that differ from this policy, those rights prevail to the extent required by law.