Refund policy

Return & Refund Policy — Palmy Clothing

Last updated: 23 September 2025

At a glance

  • Made-to-order only. Every item is tailored to your measurements after purchase.

  • No returns or exchanges for preference, fit choice, or customer-provided measurement errors.

  • Quality guarantee (defects only): If we confirm a craftsmanship or material defect relative to the measurements you submitted, we will repair or remake the affected item.

  • Refunds are rare and issued only if we can’t repair/remake within a reasonable time or the exact materials are unavailable.

1) Why we don’t take returns

Because each piece is custom-made to your specifications, it cannot be resold. This policy helps us keep quality high and waste low.

2) What is covered by our Quality Guarantee

If your order arrives with a confirmed defect attributable to Palmy (e.g., seam failure, fabric flaw, or the garment does not match the measurements you submitted), we will repair or remake the affected portion at our cost.

Not covered:

  • Incorrect measurements provided by the customer, or changes in body measurements after ordering.

  • Fit/colour preference, minor colour variance due to displays/lighting.

  • Normal wear and tear, laundering/handling damage, stains, or accidental damage.

  • Requests to alter the design beyond the product’s options.

3) How to open a defect claim (7-day window)

To ensure fast resolution, contact us within 7 days of delivery:

  1. WhatsApp: +965 55164627

  2. Include order number, photos/video of the issue, and the measurements you submitted.

  3. Our team will verify whether the issue falls under the Quality Guarantee and confirm next steps.

Tip: Keep the original packaging until your case is resolved.

4) Remedies (our process)

  • Repair: We collect the piece (or guide local repair) and fix the confirmed defect.

  • Remake: If repair isn’t suitable, we will remake the affected item.

  • Shipping for repair/remake: Palmy covers reasonable shipping costs for confirmed defects.

Timing:

  • Kuwait standard flow typically aligns with our production timelines (7–12 business days); Fast Execution cases may be prioritized when capacity allows.

5) When a refund may be issued

Refunds are exceptional and considered only if:

  • We confirm a defect and cannot repair/remake the item within a reasonable timeframe, or

  • The exact fabric/trim required for a proper remake is unavailable.

How refunds are processed:

  • Refunded to the original payment method (KNET, Visa, or Mastercard).

  • If the entire order is refunded for a confirmed defect, we also refund the original shipping.

  • Fast Execution surcharge is refundable only if we miss the Fast Execution target due to our fault and you opt not to proceed with standard timing.

  • Refund posting times depend on your bank/issuer.

6) Order changes & cancellations

  • Cancellations aren’t available (production starts shortly after payment).

  • If you need an urgent edit (address, colour, measurement), WhatsApp us immediately. We’ll try to help before cutting starts (not guaranteed once in production).

7) Lost, delayed, or damaged in transit

  • Tracking can batch; if there’s no movement for 48 hours, message us with your order number.

  • If marked delivered but not received, check building/security/neighbours first, then contact us within 48 hours to start a carrier trace.

  • Transit damage claims require clear photos of the packaging and the item.

Transit issues aren’t “returns”; we’ll assist with the courier and follow our defect process if workmanship/materials are involved.

8) International orders (outside Kuwait)

  • Local duties/VAT may be due on delivery; these are the recipient’s responsibility.

  • Customs inspections can add time; this does not qualify for a refund. If a defect is later confirmed, we’ll follow the repair/remake process.

9) Measurement responsibility

We build from your submitted measurements. Please follow our measuring guide on each product page. If you’re unsure, WhatsApp us for quick tips before ordering. Customer-provided measurement errors are not eligible for return/refund.

10) Chargebacks & disputes

If a payment dispute occurs, we may provide the courier scans, production logs, and the measurements you submitted. We’re committed to resolving issues directly via WhatsApp first.

11) How to reach us

WhatsApp: +965 55164627
Hours: Sun–Thu, 10:00–18:00 (Kuwait time)