Refund & Exchange policy
Exchange policy for items purchased:
Items purchased from our online store can be sent back for exchange at our Head Office or you can contact our customer service if you wish to send the items through courier.
HEMSTITCH allows the exchange of item subject to following conditions:
- The customer has submitted a request for exchange (via email, phone call, SMS or WhatsApp) within 7 working days of receipt of the purchased item;
- The customer in his/her request for exchange has stated the reason(s) why he/she wishes to exchange the item;
- The item is in its original packing and the price tag is intact;
- Return with all the contents that were dispatched
- The original invoice of the item he/she wishes to exchange is sent along with the item;
- It has no emits, odours, perfume scents, stains or anything which suggests the item was used or washed.
- Customer will bear the cost of sending the package back to
- The product to be exchanged must be of similar or less value than the product previously received.
Items bought on sale cannot be exchanged. If an item bought on regular price goes on sale, it will be exchanged at sale price.
Hemstitch has the right, at its the sole discretion, to accept or deny the request for exchange.
Upon the acceptance of request for exchange, the customer will be notified by our customer service.
Damage & Claims:
The exchange of Damaged item(s) will be allowed if the item(s) received has any kind of manufacturing defect, shipment of wrong size or wrong item. The complaint has to be raised within 2 working days along with paper invoice (via call, message or email) after receiving the parcel.
Please allow one week for the processing of damage and claims.
No refunds will be processed for Cash on Delivery orders. For credit card orders, the amount will be refunded via Cross Cheque only if we are unable to fulfil the order. For incomplete dispatch on credit card orders, the remaining amount will be refunded in the same manner.