Returns, Exchanges & Alterations

Return, Exchange & Alteration Eligibility

Whether a product is eligible for return, exchange, or alteration — and the exact time window for each — is shown on that product's page. Please check this before you buy, as it varies by product and by brand.

What We Consider a Defect

A product qualifies for return/exchange as defective if it has:

• •Stitching faults, broken zips/buttons, or holes/tears not caused by you
• •Fabric flaws such as major snags, runs, or visible fabric damage
• •A measurement variance greater than 8% from the size chart listed on the product page
• •An item that's materially different from what was ordered (wrong product, wrong size shipped)

What's Normal, Not a Defect

Most of our brands are sustainable, made-to-order labels — each piece is individually cut, dyed, and finished by hand rather than mass-produced on an assembly line. Because of this, the following are expected variations and are not eligible for return/exchange on their own:

• •Colour: minor shade variation from the product photo, due to dye lots, screen display differences, or lighting
• •Print/pattern placement: minor differences in how a print, embroidery, or pattern falls on the garment compared to the photo — each piece is placed individually, not identically
• •Measurements: variation of up to 8% from the listed size chart, which is normal for handmade/small-batch production
• •Natural texture variation in handloom, hand-dyed, or hand-embellished fabrics

If you're unsure whether something falls into this category, our support team is happy to take a look — see “Need Help?” below.

How to Initiate a Return or Exchange

1. 1.Go to your Orders page and select the item.
2. 2.Choose “Return” or “Exchange” and select your reason.
3. 3.Upload 1–3 clear photos of the product and its tags.
4. 4.Once submitted, a pickup will be arranged from your delivery address.

Return & Exchange Conditions

• •The window begins from the date of successful delivery, and closes at the end of the period shown on the product page.
• •The item must be unworn, unwashed, and unaltered, with all original tags, barcode stickers, and packaging intact.
• •Once picked up, the item is inspected against the original order details and the defect criteria above. Items that don't qualify (worn, washed, altered, or falling under “What's Normal, Not a Defect”) will not be accepted and will be sent back to you.
• •Once your return passes inspection, we begin processing your exchange or refund. If you've chosen an exchange, creating/preparing the replacement piece takes 3–5 days before it's dispatched to you — since many of our pieces are made to order rather than pulled from ready stock.
• •Refunds are processed to your original payment method (or as Primoha Cash, if you prefer) within 5–7 business days of passing inspection.

Sizing & Fit

Every product is measured and listed against Primoha's standard size chart. If you're unsure about fit, use Virtual Try-On or check if the product offers a Custom Fit option before ordering.

Custom Fit Orders

Custom-tailored or made-to-measurement products cannot be returned or exchanged, since they're made specifically to your measurements — unless they meet the defect criteria above.

Depending on the extent of customization requested, there may be an additional cost. If so, we'll share this with you for confirmation before your order is placed — you'll never be charged without confirming first.

Alterations

If the fit isn't quite right after delivery, alterations may be available — check the product page for alteration availability and window.

• •To request an alteration: go to the same Returns/Exchange page on your order and select “Alteration” instead, then describe the change you need (e.g. “take in at the waist,” “shorten by 2 inches”).
• •Your product will be inspected on return before alteration work begins.
• •Any alteration charges will be shared and confirmed with you before work starts — you'll never be charged without confirming first.
• •Once inspection is complete, altering the piece takes 3–5 days before it's dispatched back to you.

Non-Returnable Items

For hygiene reasons, the following cannot be returned or exchanged once the hygiene seal is broken: bodysuits, shapewear, innerwear, and select jewellery lines.

Need Help?

If anything about your order's eligibility, condition assessment, or refund status is unclear, reach out via Contact Us or Ask Pia for immediate assistance, and we'll help sort it out.