Last Updated: August 2026
Our Philosophy
At On Grain Studio, every garment is individually designed and handcrafted to your measurements, preferences, and specifications. Because of the bespoke nature of our work, our returns and exchange policy differs from standard retail. We are committed to ensuring your complete satisfaction with the fit, quality, and craftsmanship of every piece we create.
Custom-Made & Bespoke Items
Non-Returnable Policy
As all our garments are custom-made to your individual measurements and design specifications, they are generally non-returnable and non-exchangeable. This includes:
- Made-to-measure garments crafted to your body measurements
- Garments with custom fabric selections
- Pieces with personalised design modifications, embroidery, or embellishments
- Orders where fabric has been specially sourced for your garment
We invest significant time, skill, and materials into each piece, and once production begins, the garment cannot be resold or repurposed for another client.
Quality Assurance
We take pride in the quality of our craftsmanship. Every garment undergoes careful quality checks before dispatch, including:
- Inspection of stitching, finishing, and construction
- Verification of measurements against your specifications
- Check for fabric integrity and colour consistency
- Final pressing and presentation
When We Will Help
While returns are generally not accepted for bespoke items, we stand behind our work. We will address the following situations:
Manufacturing Defects
If your garment arrives with a genuine manufacturing defect (such as faulty stitching, fabric flaw, or construction error that was not part of the approved design), please contact us within 48 hours of receiving your garment. We will:
- Assess the issue (photographs and/or physical inspection)
- Repair the defect at no additional cost
- In rare cases where repair is not possible, remake the garment
Fit Adjustments
If the fit is not as expected despite accurate measurements being provided:
- We offer one complimentary alteration within 7 days of delivery for minor fit adjustments
- For Kolkata-based clients, please visit our studio for a fitting
- For clients in other cities, we will guide you through the adjustment process or arrange for alterations with a trusted local partner where possible
Please note: If the fit issue arises due to incorrect measurements provided by the client (not taken by our team), alteration charges may apply.
Damage During Transit
If your garment arrives damaged due to shipping:
- Do not discard the packaging
- Photograph the damage immediately (packaging and garment)
- Contact us within 24 hours of delivery
- We will arrange for repair or replacement at no cost to you
Non-Eligible Situations
We are unable to accept returns or provide refunds in the following cases:
- Change of mind after order confirmation and production has begun
- Garments that have been worn, washed, altered by a third party, or damaged after delivery
- Colour or texture variations that are natural characteristics of the fabric (e.g., handloom weaves, natural silk variations)
- Dissatisfaction with a design element that was approved during the consultation process
- Requests made beyond the 48-hour notification period
Cancellation Policy
Before Production Begins
- If you wish to cancel your order before production has commenced, please contact us as soon as possible.
- Cancellations made before fabric cutting may be eligible for a partial refund (advance minus a processing fee of 20%).
After Production Begins
- Once fabric has been cut or production has begun, cancellations are not accepted and the advance payment is non-refundable.
- This is because materials and labour have already been committed to your order.
Refund Process
In eligible cases (manufacturing defects where a remake is not feasible, or pre-production cancellations):
- Refunds will be processed within 7–10 business days after approval
- Refunds will be credited to the original payment method (bank transfer/UPI)
- You will be notified via email or WhatsApp once the refund is initiated
How to Raise a Concern
If you have any issue with your garment, please reach out to us promptly. The sooner we hear from you, the sooner we can resolve it.
Please include your order details and clear photographs so we can assess and respond quickly.
Our Commitment
We understand that ordering bespoke clothing requires trust. Our goal is to exceed your expectations with every garment. We work collaboratively through consultations, fittings, and open communication to ensure the final piece is everything you envisioned. If something isn't right, we want to know — and we will do our best to make it right.
Contact Us
For any questions about our Returns & Exchanges policy:
