Return Policy

Last updated:

Your statutory rights: This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015. You have rights in relation to goods that are faulty, not as described, or not fit for purpose. The following terms apply in addition to those rights where relevant.

Custom Work Nature

At Thogreonmychep, each piece we create is unique and made to your specifications. Because our services involve custom decoration and upcycling of your personal garments, standard return policies do not apply in the traditional sense. However, we are committed to your satisfaction and have clear policies to address any concerns.

Satisfaction Guarantee

We want you to be delighted with your transformed garment. To ensure satisfaction:

• We provide detailed consultations before work begins
• We share progress updates on complex projects
• We discuss any concerns before final completion
• We allow inspection of completed work before final payment

Workmanship Warranty

We stand behind the quality of our work. Our six-month workmanship warranty covers:

• Embellishments that come loose under normal wear
• Thread breakage in embroidered sections
• Beads or sequins that detach
• Stitching that fails prematurely

If any of these issues occur within six months of completion, bring your item back and we will repair it at no additional cost.

What Is Not Covered

The warranty does not cover:

• Damage caused by improper care or washing
• Normal wear and tear over time
• Damage from accidents, misuse, or alterations by others
• Issues with the original garment fabric that were pre-existing
• Changes in personal taste or style preferences

Revision Requests

If the completed work does not match the agreed design:

• Contact us within 7 days of receiving or collecting your item
• Provide clear details of the discrepancy
• We will arrange to review the work against the original specifications
• If we have not met the agreed design, we will make necessary adjustments at no extra cost

Cancellation Policy

Before Work Begins

If you wish to cancel before we have started work:

• Full deposit refund if cancelled more than 7 days before scheduled start
• 50% deposit refund if cancelled within 7 days of scheduled start

After Work Has Begun

Once work has commenced:

• The deposit is non-refundable
• You will be charged for materials used and work completed
• We will return your garment in its current state

Refunds

Where the Consumer Rights Act 2015 applies (for example, goods that do not conform to the contract), you may be entitled to a full refund, repair, or replacement. In other cases, refunds are considered on a case-by-case basis when:

• We are unable to complete the agreed work due to unforeseen circumstances
• The completed work significantly deviates from the agreed design through our error
• Damage occurs to your item while in our care through our negligence

Refunds will be processed within 14 days of agreement using the original payment method.

Item Collection

Completed items must be collected or shipping arranged within 30 days of completion notification. Items left beyond 60 days may be subject to storage fees or disposal, and we cannot be held responsible for uncollected items.

Shipping and Returns

For clients who send items by post:

• We recommend using tracked and insured delivery
• We are not responsible for items lost or damaged in transit to us
• Return shipping costs are included in your quoted price
• Items are returned via tracked delivery with insurance

Contact Us

If you have any concerns about your completed work, please contact us promptly:

Email: connect@thogreonmychep.world

Address: 1 Countess Rd, London NW5 2NS, United Kingdom

Phone: +44 7956 881310