Return policy
RETURN POLICY
Updated Policy Effective from July 28, 2024:
Unstitched Outfit: We accept returns within 7 calendar days from the date of delivery for products purchased with the "Unstitched" size option. After confirming the return with our customer support team, please send the product back at your expense, ensuring it is unworn, undamaged, and in its original condition with all tags attached. A full refund will be issued once we receive the returned product. Please note that return shipping fees are non-refundable.
Standard Size: All sales of standard size outfits (XXS (32) to 12XL (64)) are final. These items are non-returnable and non-exchangeable. We do not accept size exchanges or returns due to size issues. This is because some customers have misused our return policy by wearing the outfit to functions and then returning it. This policy is in place to prevent misuse. Please ensure you choose the correct size using our size chart or contact us to get a personalized size recommendation through Live Chat from our sizing expert.
Custom Stitched Outfit: All sales of custom-stitched outfits are final. These items are non-returnable and non-exchangeable as they are made specially for you according to your measurements.
Size Variantion: Sizes may vary by 0.5 to 1 inch, and the length may vary by 1 to 2 inches for all products ordered in unstitched, standard size, or custom-stitched options.
No-Preference Return Policy: We don't accept returns because the customer doesn't like the outfit. Our outfits are of premium quality and match the description provided.
Color Variation: The color of the outfit may vary due to differences in mobile or computer screen resolutions, camera flash, and various lighting conditions used during photography.
Shipping Fees: Shipping fees are non-refundable for standard, priority, and express shipping options.
Wrong Product Received: If a customer receives the completely wrong product due to Hatke Bride's mistake, we will send a replacement at our cost. We do not offer refunds for incorrect items received. We will ask you to return the wrong product, and Hatke Bride will cover the shipping fee for the return. We can only replace with same item with same size and color. If you receive the wrong product, contact us at support@hatkebride.com or call/whatsApp us at +1 (519) 982 2554 within 1 day.
Damaged Product Received: We do not offer refunds for defective items. Instead, we will send a replacement at our cost. You will need to return the defective product, and Hatke Bride will cover the shipping fee for the return. We can only replace the defective item with the same product, size and color. If the product received is damaged or has a manufacturing defect, contact us at support@hatkebride.com or call/whatsApp us at +1 (519) 982 2554 within 1 day. Retain all packaging materials and the product until you receive further instructions from us. All defective products must be returned to Hatke Bride (Canada) in their original condition, with the tag attached, unworn, and including the original packaging and invoice. If the tag is removed from the outfit, we will not accept the return and will ship it back to you at your cost. The customer is responsible for the safe return of defective products. Shipping fees for the return will be covered by Hatke Bride if the product is confirmed to be defective due to a mistake on our end. Upon receiving the returned product, if it is found to be free of defects or if the defect is due to customer misuse, the product will be returned to the customer at their shipping cost without any refund.
Sizing Resolution Policy: It is the customer's responsibility to select the correct size based on their body measurements, as we cannot guarantee a perfect fit. Before placing an order, customers must contact us via Live Chat or email to choose the right size for their body. Our sizing expert will recommend the size that is likely to provide the better fit. If there are any sizing issues or if the outfit does not fit as expected, we will request photos to investigate and provide a resolution. By placing an order on our website, customers agree to provide a real photo of the outfit following the instructions given by our customer support agent. When sending the photo, we will ask customer to please ensure the outfit is laid flat on a flat surface without any creases. We will also request measurements of specific parts of the outfit, including but not limited to the shoulder, chest, waist, hip, armhole, wrist, top length, and bottom length and any other measurement required. These measurements should be provided using a measuring tape. Hatke Bride cannot offer a resolution without receiving these photos and measurements. After reviewing the real photos, if it is determined that the customer did not order the correct size, we will be unable to offer a refund or return. If the outfit we sent does not match the size ordered and falls outside the measurement variation limit, we will provide a replacement with the correct size. Please note that we do not offer returns for refunds; we only offer replacements for the same outfit in the same color and size. The replacement will be sent within 20 days of our customer support team accepting the return request.
Multiple Products Order: In the case of multiple products being ordered, if Hatke Bride is unable to deliver a certain product for any reason, the customer will be asked to choose an alternate product from our website. If the customer does not wish to select an alternate product, Hatke Bride will either provide a store credit to be used for future purchases or refund the amount for that particular product.
Order Cancellations: We do not accept order cancellations.
Order Changes: The customer can request a modification in measurement, a size change, or a different product within 1 hour of placing the order. After 1 hour, we begin processing the order and cannot make any changes.
Address Changes: If the order has not been shipped or handed over to the shipping company, we can change the address. To request an address change, customers can contact us at support@hatkebride.com or call/WhatsApp us at +1 (519) 982 2554. Once the order is shipped or handed over to the shipping company, we cannot change the address.
Contact Us: For any issues or questions, please contact us at support@hatkebride.com or call/WhatsApp us at +1 (519) 982 2554.
Important Notes: Decorative items (tassels, latkans, etc.) as well as jewelry worn by the models in the product photos, are for photography purposes only and are not included with the outfit.
Some traditional outfits might have an odor. This odor comes from a fixation agent used during the embroidery and dyeing processes. The smell is not permanent and should disappear after dry cleaning. Although we dry-clean the outfits before shipping, the smell may return due to packaging. We recommend dry cleaning the outfit again after receiving it..
Policy Effective Till July 27, 2024
Unstitched Stitching Option: We accept returns within 07 calendar days from the date of delivery for the product purchased with the Unstitched Stitching Option. After confirmation of the return from our end, you'll need to send product to us at your cost. A full refund will proceed once we receive the returned product. Please note that, we will not refund any shipping fees you paid for returning the product.
Standard Stitching Option: Plus size outfit (Size more than 44 size to 56 size) are not returnable and not exchangeable. We don't accept size exchange. We don't accept return for the size issue as it is buyer's responsibility to order choose correct size using our size chart. We don't accept return for the outfit ordered with Standard Stitching Option (like XXS, XS, S, M, L, XL, XXL). Only unstitched outfit can be returnable.
Custom Stitching Option: We don't accept returns for the product ordered with "Custom Stitching Options" on our end as each custom-stitched item is made according to your body measurement.
Note: Above three stitching options can be found on the product page under "Choose Stitching Option". Kindly contact us at support@hatkebride.com or call/WhatsApp us at +1(519) 982 2554 to initiate the return.
The decorative items attached to the outfit and other jewelry wear by the models are for photography purpose only. It will be not be given with the outfit.
The shipping fees are non-refundable for standard, priority and express shipping option.
WRONG PRODUCT RECEIVED
In case of a wrong product has been received, kindly contact us at support@hatkebride.com or call/whatsApp us at +1(519) 982 2554.
PRODUCT RECEIVED IN DAMAGED CONDITION:
In case the product received is damaged or has manufacturing defect, kindly contact us at support@hatkebride.com or call/whatsApp us at +1(519) 982 2554
Kindly retain all packaging materials and product/s until a set of instructions received from us.
In case of any other complaints regarding the delivered package, email us at support@hatkebride.com or call/WhatsApp us at +1(519) 982 2554 within 1 days of receiving the product.
All defective products are to be returned to Hatke Bride (Canada) with tag in their original condition, original packaging, with the invoice and sealed carefully. Please return your order as per the instructions given to you by our support team at the time of return confirmation.
Safe receipt of defective products by Hatke Bride is the sole responsibility of the customer.
Hatke Bride shall examine the products returned by the customer for such defects/variations as complained by the customer, and ensure remedial steps are taken immediately.
In case it is found on examination of the product receipt that the error has occurred due to the customer, then Hatke Bride will return the outfit to the customer at customer's cost. Shipping fees will be paid by the customer
In the case of multiple products being ordered, if for any reason whatsoever, Hatke Bride is unable to deliver a certain product/s, the customer shall be allowed to select an alternate product. However, in case the customer does not wish to select any alternate product/s, Hatke Bride will either provide a store credit to be used for future purchases or refund the amount for that particular product.
CANCELLATION:
We do not accept order cancellations.
CHANGE IN ORDER:
The customer can request a modification in measurement or size change or select a different product in the order within 01 hours of placing the order. After 1 hour, we started processing the order and hence we cannot make any changes.
ADDRESS CHANGE:
The customer can request a address change within within 10 hours of placing the order. Once the order is shipped, we cannot change the order.