Effective Date: 02 March 2025
1. Overview
At Tailors Hub (Pty) Ltd, we specialize in custom-made, made-to-order products crafted by independent tailors and artisans.
Because each product is made specifically per customer request, we aim to balance fairness to customers with protection for our tailors' material and time investment.
2. Eligibility for Returns or Refunds
Returns or refunds may be approved under the following conditions:
- Wrong Product Received The item received is completely different from what was ordered (e.g. different fabric, design, or category).
- Damaged Product The product arrives physically damaged due to production error or during delivery. Evidence must be provided.
- Poor Workmanship If the product is unfinished or significantly below acceptable quality standards.
3. Ineligible for Returns or Refunds
Returns/refunds will not be accepted in the following cases:
- If the product was made according to the customer's exact size/measurement but does not fit due to incorrect or outdated measurements.
- Minor color variation due to lighting or photography (we encourage natural lighting and close-up detail shots).
- Customer changes mind after order is completed or dispatched.
- Customer delays collection or delivery and the product becomes unsuitable.
4. Process for Return/Refund Request
The customer must email a return/refund request within 48 hours of receiving the product.
Include the following in the request:
- Order number
- Clear images of the product received
- Description of the issue
Tailors Hub will review the claim with the respective tailor within 10 working days.
5. Resolution Options
Approved Claims
A partial refund may be issued depending on the severity and cost.
A remake of the product may be offered by the tailor, if agreed.
Rejected Claims
If the issue does not fall within the return conditions, the claim will be politely declined, and the customer will be informed of the reason.
6. Courier & Return Fees
If the error was made by the tailor or Tailors Hub, return courier costs will be covered by Tailors Hub.
If the customer provided incorrect information (measurements, delivery address, etc.), they will cover the return cost.
7. Tailor Reimbursement Protection
Tailors Hub will not deduct refund amounts from tailor payouts unless the tailor has failed to fulfill their agreed obligations.
This includes:
- Delivering a product significantly different than described
- Repeated late deliveries
- Ignoring production timelines
8. Contact Information
If you have any questions or concerns regarding these Terms and Conditions, please contact us at:
Email: support@tailorshubsa.com
Phone: +27 69 145 6249
WhatsApp: +27 69 145 6249
Website: tailorshubsa.com / tailorshubsa.co.za / tailorshub.co.za