Cancellation and Refund

Cancel an order

Within 24 hours of placing it, while it is still on hold and nothing has been printed. Full refund.

Faulty or wrong

Reported within 30 days of delivery, with photographs. Replacement or refund, your choice. Nothing to send back.

Never arrived

Replacement or refund once the carrier's search window closes.

Changed your mind

Not accepted. Nothing was made until you ordered, and it was made for you.

Wrong size ordered

Not accepted. Write to us before ordering if you are unsure and we will help you pick.

Money back in

5–10 business days, to the original payment method, in USD.

Email adonai.reserve@gmail.com with your order number and the word cancel in the subject line, within 24 hours of placing the order. Nothing is printed in that time. Your order sits on hold at the production facility, so we stop it and refund you in full, the piece and the delivery charge both.

After 24 hours the order is released to be made. Once a garment is being printed for you we cannot stop it, and we will tell you so straight away rather than leaving the request open.

None of this narrows what follows. If the piece arrives faulty, misprinted, damaged or simply not what you ordered, clause 4 applies in full and the remedy is yours to choose.

Occasionally we cannot fulfil an order: a payment reverses, an address turns out to be unservable by any carrier, a blank is discontinued, or a price was listed in obvious error. The grounds are set out in clause 5 of the Terms and Conditions.

When that happens you are refunded in full, including delivery, without you having to ask and without any deduction. We will tell you why.

This is the part with no quibbling in it. We will replace or refund a piece that is:

• misprinted: the print is off-register, cracked, faded, smudged, or in the wrong place by more than the tolerance described in the Terms;
• damaged: torn, stained, or holed, whether in production or in transit;
• the wrong item: a different design, colour or size than the one on your order; or
• defective: a failed seam, a broken fastening, a fault in the blank itself.

Write to adonai.reserve@gmail.com within 30 days of delivery with:

• your order number;
• a photograph of the fault, in daylight if you can;
• a photograph of the whole piece laid flat; and
• a photograph of the printed label inside the garment, which identifies the blank and the size.

We aim to answer a fault report within 2 business days. If we ask you to send something back in an unusual case, we pay the postage.

Saying this clearly is kinder than a generous-sounding policy that turns into a refusal by email:

• A change of mind. The piece was made because you ordered it.
• A size that does not fit. Made-to-order means we cannot swap it for another. If you are between sizes or unsure of the cut, email us before you order. We would much rather spend ten minutes on that than have you keep a piece you cannot wear.
• Variation inside tolerance. Print position within about half an inch, batch variation in dyed colour, a measurement within about an inch, or a colour that differs from your screen. Clause 3 of the Terms sets these out.
• Wear, washing and time. Fading, shrinkage or cracking after washing, particularly against the garment’s care instructions, and ordinary wear.
• An address you gave us wrongly. Covered in the Shipping and Exchange policy. In short, a parcel delivered to the address supplied is delivered, and one returned because the address was wrong can be reshipped at your cost.
• A parcel a carrier could not deliver and you did not claim. Also in the Shipping policy.

None of this limits rights given to you by the consumer law that applies where you live. Where that law gives you more than this page does, it prevails.

If tracking stalls or a parcel is confirmed lost, we open a search with the carrier. Once their search window closes without the parcel, you get a replacement or a full refund, your choice. Timings and the tracking-stalled thresholds are in the Shipping and Exchange policy.

A parcel that tracking shows as delivered to your address is treated as delivered. If that is wrong, tell us. We will raise it with the carrier and see what can be recovered, but we cannot promise an outcome we do not control.

Where it goes

To the original payment method, through Razorpay. We cannot send a refund to a different card, account or person. That restriction is the payment network's, and it is there to stop refunds being used to move money.

Currency

Refunded in USD, the currency you were charged in. If your bank converted that charge, it converts the refund back at whatever rate applies on the day, which may not be the rate you paid at. Any difference, and any foreign-transaction fee your bank charged, is between you and your bank.

When we send it

Within 3 business days of approving the request.

When you see it

Usually 5–10 business days after that. The delay is your bank's processing, not ours. Once Razorpay confirms the refund is issued, the money has left us.

Delivery charge

Refunded in full on a cancellation, a fault, a wrong item or an order we could not fulfil. Not refunded where only part of a multi-piece order is at fault and the rest was delivered.

If something has gone wrong, please write to us first. A chargeback freezes the order, takes weeks, and makes it harder for us to simply remake your piece and send it, which is usually what you actually wanted and what we would have done on the strength of one email.

We answer within 2 business days. If a piece we made is wrong, we will put it right. That is clause 4, and it does not require you to argue for it.

Everything on this page goes to adonai.reserve@gmail.com. Put your order number in the subject line and you will get a faster answer. Full contact details are on the Contact Us page.