Refund policy

Refund, Return & Cancellation Policy

Effective Date: August 25, 2025

At Rivesse, every garment is created with care, precision, and dedicated craftsmanship. Many of our outfits are custom-made, made-to-order, made-to-measure, altered, embellished, or produced in limited quantities specifically for each customer. For this reason, all sales are final once an order is confirmed and payment is made, except in the rare case of a clear manufacturing defect directly caused by Rivesse.

By placing an order, making payment, approving an invoice, approving a design, providing measurements, or confirming production, the customer agrees to the terms below.

1. General No Refund / No Return Policy

  • Rivesse does not accept returns, refunds, exchanges, cancellations, chargebacks, or store credit requests once an order has been confirmed, except where expressly approved by Rivesse in writing.
  • All custom, made-to-order, made-to-measure, altered, embroidered, embellished, or specially sourced garments are considered final sale.
  • Once payment is made, the order is considered confirmed, and Rivesse may begin work immediately, including but not limited to fabric sourcing, design planning, sketching, embroidery planning, measurements, production preparation, artisan allocation, procurement, and manufacturing.
  • A customer’s change of mind, budget concern, event cancellation, event postponement, body-size change, disagreement with timeline, personal emergency, travel issue, or change in preference will not qualify for a refund, cancellation, or exchange.

2. Custom Orders Are Strictly Non-Refundable

  • Any custom order, including but not limited to sherwanis, suits, tuxedos, Indo-western outfits, kurtas, jackets, accessories, shoes, jewelry, or embellished pieces, is strictly non-refundable once payment has been made.
  • Work on a custom piece begins as soon as we discuss or begin processing any part of the order, including ideas, references, colors, fabrics, embroidery, sketches, measurements, sourcing, styling, or production planning.
  • Rivesse is not required to provide a breakdown of time, labor, backend work, sourcing efforts, design time, artisan allocation, or production preparation.
  • Once a custom order is confirmed, the customer cannot request a refund based on dissatisfaction with the process, timing expectations, design changes, fabric availability, embroidery variations, or personal circumstances.

3. Valid Claims / Manufacturing Defects

A return, remake, repair, or alteration will only be considered if Rivesse determines that there is a clear manufacturing defect directly attributable to us.

A valid claim may include:

  • The garment arrives damaged due to a production error.
  • The garment is substantially different in style, size, or fabric from what was confirmed in writing.
  • There is a clear construction issue that was not caused by customer measurements, body changes, wear, handling, misuse, or outside alterations.

To submit a claim:

  • The claim must be emailed to info@rivesse.com within 7 days of delivery.
  • The customer must provide clear photos and videos of the garment before wearing it.
  • The garment must be unused, unworn, unaltered, undamaged, and in its original condition.
  • Claims made after 7 days may not be accepted.

Rivesse reserves the right to determine whether the issue qualifies as a manufacturing defect. If approved, Rivesse may offer repair, alteration, replacement, remake, or another remedy at its sole discretion. A refund will not be the default remedy.

4. Non-Returnable / Non-Refundable Categories

The following items are strictly final sale and are not eligible for return, refund, exchange, or cancellation:

  • Custom garments
  • Made-to-measure garments
  • Made-to-order sherwanis, suits, tuxedos, kurtas, jackets, Indo-western outfits, or accessories
  • Embroidered, embellished, beaded, sequined, or handworked garments
  • Jewelry, shoes, turbans, shawls, dupattas, stoles, and accessories
  • Sale, promotional, discounted, or package-priced items
  • Rush orders or expedited orders
  • Group orders, groomsmen orders, and family orders
  • Garments altered or approved by the customer
  • Garments worn, used, damaged, stained, perfumed, dry-cleaned, or altered by another tailor

5. Fit, Measurements & Alterations

  • Customers are responsible for providing accurate measurements and fit preferences at the time of order.
  • Rivesse may offer guidance, measurement tutorials, size guides, or recommendations, but the final responsibility for customer-provided measurements remains with the customer.
  • Changes in body size, weight loss, weight gain, muscle gain, bloating, pregnancy, posture, or body shape after measurements are taken are not Rivesse’s responsibility.
  • Customers may choose their fit preference, including Slim Fit, Comfort Fit, or Very Comfort Fit, at the time of order. Once the fit preference is selected and production begins, the customer cannot later claim the outfit is too fitted or too loose if it was made according to the selected preference and provided measurements.
  • Rivesse may offer one complimentary adjustment on eligible custom outfits only when the alteration is reasonable, possible, and approved by our tailor.
  • Alterations are not guaranteed in areas where embroidery, structure, fabric limitations, or garment construction prevent adjustments.
  • Rivesse will rely only on the opinion of its own tailor or production team. Advice from outside tailors will not determine Rivesse’s responsibility.

6. Weight Loss, GLP-1, Body Changes & Final Cut-Off

  • Customers undergoing weight loss, weight gain, fitness changes, body recomposition, or GLP-1/medical weight-loss treatments must notify Rivesse before measurements are finalized.
  • Rivesse may allow a reasonable grace period for updated measurements, but there must be a final measurement cut-off so production can begin on time.
  • Once final measurements are approved, any further body changes are the customer’s responsibility.
  • After the cut-off date, Rivesse may only be able to accommodate limited alterations, generally up to 2 inches in areas such as chest, stomach, biceps, hips, waist, and thighs, subject to tailor approval.
  • Certain areas, including shoulders, neck, length, armhole, embroidery placement, and structured portions of the outfit, may not be alterable without damaging the garment.
  • Delays caused by waiting for further body changes may result in delayed delivery. Each week of customer-side delay may result in up to two weeks of production or delivery delay.

7. Order Cancellations

  • Custom orders are not eligible for cancellation once payment is made and the order is confirmed.
  • For non-custom or ready-size orders only, cancellation requests made within 24 hours may be reviewed by Rivesse but are not automatically guaranteed.
  • Any cancellation request after 24 hours is subject to Rivesse’s approval and may result in partial or complete forfeiture of the amount paid.
  • Once fabric has been sourced, production has been planned, measurements have been processed, embroidery has begun, or the garment has entered production, no cancellation will be permitted.
  • Rush or expedited orders, including orders required within 45 days, are not eligible for cancellation or refund under any circumstances.
  • If full payment is not completed, Rivesse reserves the right to pause production, withhold delivery, delay shipment, or cancel the order without refunding amounts already spent toward sourcing, labor, or production.

8. Payments, Deposits & Balance Payments

  • Payment confirms the customer’s approval to begin the order process.
  • Deposits, partial payments, advance payments, and balance payments are non-refundable once the order is confirmed.
  • If a customer fails to make the balance payment on time, Rivesse is not responsible for production delays, shipping delays, or missed event deadlines.
  • No garment will be released, shipped, delivered, or handed over until the full balance has been paid.

9. Fabric, Color & Embroidery Variations

  • Rivesse makes every effort to create the outfit as close as possible to the approved reference, sketch, fabric, or design direction.
  • However, fabrics, dyes, embroidery materials, beads, stones, sequins, zari, threads, mirrors, and embellishments may vary slightly from lot to lot.
  • Many of these materials are sourced externally or imported and are not manufactured by Rivesse. Slight differences in shade, shape, shine, texture, finish, or size are beyond our control.
  • Minor variations in embroidery, handwork, fabric shade, dye lot, placement, spacing, or finishing will not be considered defects as long as the overall look of the outfit remains consistent with the approved concept.
  • Rivesse will not provide refunds, remakes, cancellations, or exchanges due to minor variations that are natural to custom, handmade, embroidered, or embellished garments.

10. Shipping, Duties, Tariffs & Delivery

  • Shipping charges are non-refundable once an order has been dispatched.
  • Customers are responsible for customs duties, tariffs, import charges, VAT, taxes, brokerage fees, or government-imposed charges applicable in their country.
  • Rivesse is not responsible for delays caused by customs, courier services, weather, strikes, government regulations, tariffs, incorrect addresses, missed deliveries, or customer non-payment of duties.
  • Once a package is handed over to the courier, Rivesse will assist where possible, but the courier is responsible for transit and delivery.
  • Event dates do not override production, shipping, customs, or courier limitations.

11. Showroom Consultations & Budget Transparency

  • Customers visiting our showroom are encouraged to be transparent about their budget before beginning the consultation.
  • Rivesse reviews pricing before requesting payment, and customers are encouraged to ask questions before confirming the order.
  • Rivesse does not pressure customers into purchasing. Customers should review their invoice, order details, pricing, timeline, and terms carefully before making payment.
  • Once payment is made, it confirms that the customer has reviewed the order and is ready to proceed.

12. Customer Due Diligence

  • By placing an order, the customer confirms that they have reviewed Rivesse’s process, pricing, brand value, quality of work, customer validation, timelines, and Terms and Conditions.
  • Customers are responsible for asking all questions before placing an order.
  • If anything is unclear, customers must request written clarification by email before making payment.
  • Once payment is made, it will be assumed that the customer has completed their due diligence and accepted the terms of sale.

13. Communication Policy

  • All official communication regarding refunds, cancellations, changes, approvals, complaints, timelines, measurements, or order issues must be made via email at info@rivesse.com.
  • Verbal conversations, text messages, social media messages, or in-person discussions may be used for convenience, but email will remain the official record.
  • Rivesse is not responsible for disputes arising from unclear, incomplete, or unofficial communication outside of email.

14. Final Decision Rights

  • Rivesse reserves the sole right to determine whether an issue qualifies for repair, alteration, replacement, remake, refund, or denial of claim.
  • Rivesse’s decision will be based on the order details, written approvals, measurements, production records, garment condition, photos, videos, and tailor assessment.
  • Any approved remedy will be limited to the garment in question and will not include reimbursement for event costs, travel costs, styling costs, emotional distress, loss of use, photography, wedding expenses, or any other indirect damages.

15. Final Note

We encourage all customers to carefully review our size guide, fabric details, swatches, measurement tutorials, invoice, order details, and Terms and Conditions before placing an order.

Your satisfaction is important to us. However, as a luxury custom brand, our policies are designed to protect the time, labor, craftsmanship, sourcing, and resources that go into every order.

By placing an order with Rivesse, the customer acknowledges and agrees that all custom and made-to-order garments are final sale and not eligible for refund, return, exchange, or cancellation once confirmed.