SUITABILITY Return and Exchange Policy
Dear Customer,
We thank you for choosing our brand to design and tailor your formal suit. To ensure your complete satisfaction and to protect both your rights and ours, please read this Return and Exchange Policy carefully before making a purchase to ensure you fully understand the terms and conditions related to the return and exchange process.
1. Non-Matching Measurements:
• If the requested measurements do not match your order details with us and the size chart shown on the website, you may request an exchange or alteration, provided the product is available and returned in its original condition with all accessories.
• All suits we offer are tailored according to the customer’s request, whether the measurements are based on the provided size chart or custom measurements. Therefore, no product based on custom orders can be returned or exchanged. We would like to note that we offer after-sales services that include size adjustments for a nominal fee, determined according to the type of alteration required, whether it is a modification or expansion of the piece.
2. Immediate Notification:
• The customer must contact the customer service team and coordinate the shipping process for the item to be altered within 24 hours of receipt. The customer bears all shipping costs resulting from an exchange or alteration after the 24-hour period.
3. Order Cancellation:
• Please note that orders cannot be cancelled after 24 hours of order confirmation or once the order status is changed to “In Progress.” Therefore, please make sure to carefully review your order and all details before confirming it.
4. Quality Assurance:
• We guarantee that our products match the images and are of high quality, made using the finest raw materials. We also guarantee 100% that the product matches the listing on our website.
• The color or texture of fabrics displayed on the website or in promotional images may differ from the actual product due to lighting settings or display screens. This is not considered a manufacturing defect or a valid reason for return.
5. Special and Custom Orders:
• For special orders or measurements tailored according to individual requests, under no circumstances can they be refunded or exchanged after order confirmation, due to their customized nature and design according to specific needs and requirements for each client, making them unsuitable for resale after first use.
• This includes all modified designs, specially selected fabrics, or additional details executed at the customer’s request, whether adjustments are in design, tailoring, colors, or accessories.
• If the customer requests an additional service or item — whether from SUITABILITY’s core products or non-core products — such as hijabs, inner vests, shawls, scarves, decorative pieces, embroidery, logo printing, or other custom additions, and that service or item is later cancelled due to unavailability, only the amount related to it will be refunded. This will not result in the cancellation or modification of the main custom-made order.
• SUITABILITY bears no responsibility for changes in the customer’s preference for design, fabrics, or colors after production has begun. The order is considered valid and binding once its status is changed to “In Progress.”
• If the customer wishes to make additional modifications after production has started, this is subject to SUITABILITY’s evaluation of feasibility and may incur additional fees or an extended delivery time.
6. Customer Responsibility:
• The customer is responsible for providing accurate and correct measurements during the ordering process. If the provided measurements are inaccurate, the brand is not responsible for any alterations or exchanges that may result.
• The customer is fully responsible for any customs duties, taxes, or import requirements in the destination country. SUITABILITY is not responsible for delays caused by customs procedures or local laws.
7. Returns Due to Manufacturing Defects:
• If there is a manufacturing defect, the customer must notify us within 24 hours of receiving the product. We will repair the defect or replace the product as appropriate, and we will bear the shipping costs in this case.
8. Shipping Damage:
• We take all measures to ensure our products reach you in excellent condition. However, if the product sustains any damage during shipping, please contact customer service immediately upon receipt (within 24 hours), providing clear photos of the damage. The case will be reviewed and handled individually in coordination with the shipping company. We are not responsible for any damages caused by shipping companies or after order confirmation without a report submitted within the specified time frame.
9. Misuse:
• We guarantee the quality of our products according to defined standards. However, we are not responsible for damage caused by customer misuse of the product, including but not limited to:
10. SUITABILITY Responsibility:
• We reserve the right to refuse any exchange or repair request if it is proven that the damage was caused by misuse or negligence by the customer. In such cases, we will not bear any additional repair or shipping costs.
11. Order Cancellation Before Being “In Progress”:
• The customer may cancel the order, if available and applicable, within the first 24 hours of placing it, provided that the order status has not been changed to “In Progress.” This can only be done through their personal account by managing orders and selecting the order to cancel. Once the order status changes to “In Progress,” it cannot be cancelled under any circumstances. Therefore, please ensure all details are correct before completing the order.
12. Reviewing Custom Orders:
• Customers must carefully review custom orders before confirming them. After confirmation, there will be no possibility for cancellation or modification, except in cases involving an error on our part.
13. Non-Refundable Deposits or Partial Payments:
• For special or custom orders with different measurements, deposits or partial payments cannot be refunded, exchanged, or cancelled. This is to cover the costs of materials used, such as fabric samples, trims, and parts, as well as the labor and time invested in preparing custom designs. Custom-made products are not suitable for other clients.
14. Updates to the Return and Exchange Policy:
• We reserve the right to amend or update the Return and Exchange Policy at any time without prior notice. Customers are advised to review this policy periodically to ensure they are aware of the latest terms and conditions.
15. Customer Service Contact:
• Customers can contact customer service via email, phone, or live chat during official working hours (Sunday to Thursday). For any inquiries or issues, please contact us to ensure a prompt and effective resolution.
16. International Return and Exchange Periods:
• For international customers, the return and exchange period can be extended according to the previous terms to include 48 hours as a longer period based on the geographical location.
17. Procedures for Exchanging Products with Manufacturing Defects or Non-Matching Measurements:
• Provide photos and video showing the condition of the product or the defect if it is missing or damaged due to shipping or manufacturing issues. The case will be reviewed within two working days.
• If the products have been used, the defect will be evaluated by the Quality Control team before approving the exchange.
18. International Shipping Policy:
• All international customers bear the costs of international shipping and returns if the return or exchange request does not meet the above conditions. They must ensure that shipping is carried out according to the regulations of the destination country.
19. Online Payment Policy:
• For online payments, the refund process will not be initiated until payment completion is confirmed. International customers are advised to review any applicable bank transfer or transaction fees that may apply.
20. Delayed Order Collection:
• If the customer delays collecting the order after being notified that it is ready for more than one month, SUITABILITY will dispose of the order, and the customer will have no right to claim it except in force majeure circumstances determined by management.
21. Failure to Complete the Return Process:
• If a return shipping label is issued to the customer based on an agreement, and the customer fails to ship the product back within 7 days from the date the label was sent, the order will be considered forfeited, and the customer will lose all rights to exchange or return that order.