Confidential — Internal Use Only
Replacement Policy
T-SHIRT CATEGORY — NO RETURN | REPLACEMENT ONLY
Reading Time: 7 min read
1. Policy Overview
This Replacement Policy sets out the sole post-purchase remedy available to customers who receive a defective or incorrect T-shirt order. Our policy is replacement-only. We do not accept the return of garments, and no refund or credit note will be issued under any circumstance covered by this policy.
Every T-shirt dispatched under our label has already passed the mandatory 3-Step Quality Inspection (Document No. QVP-TSH-001) at the Nagpur Inspection Centre before reaching the customer. Replacements are therefore treated as exceptional resolutions for verified manufacturing or logistics defects, not as a standard customer service channel.
✔ REPLACEMENTS ACCEPTED
For verified defects & incorrect items
✖ RETURNS NOT ACCEPTED
Under any circumstance
2. Scope & Applicability
This policy applies to:
- All T-shirt orders fulfilled and dispatched under our label.
- All customer-facing teams handling post-purchase queries or complaints.
- The QC team at the Nagpur Inspection Centre responsible for verifying replacement eligibility.
- Logistics and operations teams responsible for processing and dispatching replacement units.
3. No-Return Rule
We operate a strict no-return policy. Once a T-shirt order has been dispatched and delivered to the customer, the garment may not be returned to us under any circumstances, including but not limited to:
- Change of mind or personal preference.
- Dissatisfaction with colour, fit, or style after delivery.
- Incorrect size ordered by the customer.
- The customer no longer wants the item.
- Late delivery (handled under the Shipment & Delivery Policy — SDP-TSH-001).
Customer-facing teams must communicate this policy clearly and without exception at the first point of contact. No return shipment labels are to be issued. No return instructions are to be provided. Garments must remain with the customer.
⚠ Important
Do not instruct the customer to return any garment. Replacements are assessed on the basis of photographic evidence only.
4. Replacement Eligibility
A replacement will only be considered when the customer raises a complaint that falls within one of the following eligible categories. All claims are subject to QC verification.
Eligibility
| Complaint Category | Description | Eligibility |
|---|---|---|
| Wrong item received | Customer received a design, colour, or size different from what was ordered. | ELIGIBLE |
| Print defect | Visible cracking, peeling, smudging, misalignment, or incorrect artwork on the print. | ELIGIBLE |
| Fabric / GSM defect | Garment is visibly thin, rough, or clearly not 300 GSM ring-spun cotton as specified. | ELIGIBLE |
| Stitching failure | Broken seams, unravelling threads, or structural stitching defects present upon delivery. | ELIGIBLE |
| Damage in transit | Garment arrived torn, stained, or physically damaged due to packaging or handling. | ELIGIBLE |
| Size out of tolerance | Garment measurements fall outside the tolerances defined in QVP-TSH-001 Step 2. | ELIGIBLE |
| Change of mind | Customer simply no longer wants the item or prefers a different style. | NOT ELIGIBLE |
| Incorrect size ordered | Customer selected the wrong size at time of order. | NOT ELIGIBLE |
| Colour preference | Customer dislikes the colour after receiving it, despite matching the approved proof. | NOT ELIGIBLE |
| Minor variation | Slight variation within permitted tolerance bands (as per QVP-TSH-001). | NOT ELIGIBLE |
| Post-wash wear | Normal fabric wear after customer use beyond our 3-wash test scope. | NOT ELIGIBLE |
5. Replacement Claims Window
Customers must raise a replacement claim within 48 hours of delivery confirmation. Claims raised after this window will not be entertained, except in cases where a defect only becomes apparent after the first wash, in which case a 7-day window applies from the date of delivery.
| Standard Claims Window | 48 hours from delivery confirmation |
| Post-Wash Defect Window | 7 days from delivery confirmation |
| How to Raise a Claim | Contact Customer Success via the official support channel with order number and photos |
| Evidence Required | Minimum 3 clear photographs of the defect or incorrect item |
| Claims After Window | Not accepted under any circumstance |
6. Evidence Requirements
Because we do not accept returns, all replacement decisions are made on the basis of photographic evidence submitted by the customer. No physical return is required or requested. The customer must provide:
- A minimum of 3 clear photographs of the defective or incorrect garment.
- At least one photo showing the full garment laid flat on a clean surface.
- At least one close-up photo clearly showing the specific defect.
- A photo of the care label and size label inside the garment.
- The order number and a brief written description of the issue.
The Customer Success team will forward the evidence to the QC team at the Nagpur Inspection Centre for assessment. The QC team's verdict is final.
7. Replacement Process
Once a replacement claim is received and accepted, the following steps apply:
1
Claim Received & Acknowledged
Customer Success acknowledges the claim within 4 business hours of receipt and collects all required photographic evidence and order details.
2
QC Assessment at Nagpur Centre
Evidence is forwarded to the QC team at the Nagpur Inspection Centre. The team assesses eligibility against the criteria in Section 4 and returns an APPROVED or REJECTED verdict within 1 business day.
3
Customer Notified of Verdict
Customer Success informs the customer of the outcome within 4 business hours of receiving the QC verdict. If rejected, the reason is communicated clearly and politely.
4
Replacement Unit Prepared & Inspected
For approved claims, a replacement unit is produced and subjected to the full 3-Step Quality Inspection (QVP-TSH-001) at the Nagpur Inspection Centre before dispatch. No replacement bypasses inspection.
5
Replacement Dispatched to Customer
The replacement is dispatched within the standard 7–8 business day delivery window (SDP-TSH-001) from the date of claim approval, to the customer's original or updated delivery address.
8. One Replacement Per Order
Only one replacement unit will be issued per original order line. If a replacement unit is itself found to be defective upon delivery, the customer must raise a new claim following the same process. A second replacement will be considered on its merits.
Under no circumstances will a cash refund, store credit, or partial refund be offered as an alternative to a replacement — even if the customer declines the replacement.
Info
No refunds. No credits. No returns. Replacements only — for verified, eligible defects.
9. Customer Communication Guidelines
When communicating this policy to customers, the Customer Success team must:
- Acknowledge the customer's concern promptly and with empathy before explaining the policy.
- Clearly state that we do not accept returns, but that a replacement is available for eligible defects.
- Guide the customer through the evidence submission process in a helpful and clear manner.
- Never suggest or imply that a refund may be possible — this creates expectation misalignment.
- Never instruct the customer to post or courier the garment back to us.
- Provide the QC verdict and outcome within the timeframes set out in Section 7.
10. Roles & Responsibilities
Responsibilities
| Role / Team | Responsibility Under This Policy |
|---|---|
| Customer Success Team | First point of contact for replacement claims; collects evidence, communicates verdict, and manages customer expectations in line with this policy. |
| QC Team (Nagpur Centre) | Reviews photographic evidence and returns an eligibility verdict (APPROVED / REJECTED) within 1 business day. Inspects all replacement units before dispatch. |
| Production Team | Produces replacement units promptly upon QC-approved claim; ensures each replacement passes the full 3-Step Inspection before handover for dispatch. |
| Logistics / Dispatch | Routes approved replacement units through the Nagpur Inspection Centre for final QC clearance before delivering to the customer. |
| Operations Manager | Ensures policy compliance across all teams; reviews and updates this document annually or upon any process change. |
11. Document Control
Document Control
| Document Owner | Operations Manager |
| Review Cycle | Annual, or upon material change to replacement or QC process |
| Next Review Date | June 2027 |
| Linked Documents | QVP-TSH-001 — Garment Quality Verification Policy | SDP-TSH-001 — Shipment & Delivery Policy |
12. Policy Sign-Off
By signing below, the authorised representative confirms that this Replacement Policy has been reviewed, approved, and is effective as of the date stated.
Authorised By (Name)
Designation
Signature
Date