Refund Policy

This policy explains when a refund is available, how much is refunded, and how and when it is paid. It works alongside our Return Policy, which covers whether an item can be sent back in the first place. Refund amounts always relate to what was actually paid for an order.

A refund may be issued in the following situations. For custom and bespoke garments, refunds apply only where the item is defective or an error was made on our part.

• An order is cancelled within the limits described below.
• A returned item is approved after inspection.
• An item is defective, damaged in transit, or incorrect.
• A payment failed, was duplicated, or was charged in error.

How much is refunded on cancellation depends on how far the order has progressed.

• Before work begins: if you cancel before cutting or customisation starts, any amount paid is refunded in full.
• After work begins: once fabric is cut or customisation has started, materials and labour already committed may be deducted, so a refund may be partial or unavailable.
• Unpaid orders: orders cancelled automatically for non-payment, or cancelled by us before any payment, have nothing to refund.

When a returned item passes inspection under our Return Policy, we issue the refund to your original payment method. Any non-refundable charges (for example, original shipping on a change-of-mind return) are deducted before the refund is paid.

Because bespoke garments are made to your measurements, they are non-refundable except where the item is defective or we made an error. For fit concerns, we offer complimentary alterations or a remake under our Perfect Fit Guarantee rather than a refund.

Where we confirm that an item is defective, was damaged in transit, or is not what you ordered, you may choose a full refund — including the original shipping you paid — or a free replacement. Please report such issues within 7 days of delivery with photos so we can verify them promptly.

Refunds are returned to the original payment method wherever possible — for example, back to your eSewa or Fonepay account or bank for online and bank payments. For cash-on-delivery orders where no payment was collected in advance, any applicable refund is made by bank transfer once you share your account details. We do not issue cash refunds by default.

Once a refund is approved, we initiate it promptly — typically within 7 to 10 business days. The time for the money to appear then depends on your bank or payment provider and may take additional days. All timelines are estimates and can vary during busy periods or for international payments.

Original shipping charges are refunded only when the return or refund is due to our error — for example, a defective, damaged, or incorrect item. For change-of-mind returns, shipping charges are non-refundable, and return shipping is handled as described in our Return Policy.

A partial refund may apply in some cases — for example, when only part of the order total was paid, when work on a custom order had already begun, or when a returned item is not in fully resalable condition (missing tags or packaging, or showing signs of use). We explain any deduction before completing the refund.

If a payment fails and is not captured, you are not charged. If an amount is debited but the order is not confirmed, it is usually reversed automatically by your provider, or refunded by us once we verify it. Duplicate payments for the same order are refunded in full once confirmed.

For international orders, refunds are issued in the original currency where possible. Currency conversion differences, transfer fees charged by banks or providers, and any duties or taxes already paid are not covered by us. International refunds may take longer to settle.

For any question about a refund, please get in touch and our team will assist you.

• Email:info@sunlighttailors.com
• Phone:+977-33590207
• Address:Mirchaiya Bazar–05, Siraha, Nepal