Refund & Return Policy

1. Return Window

You may request a return within 7 calendar days of delivery for most items. To be eligible:

  • Item must be unworn, unwashed, and in original condition with tags/packaging.

  • Proof of purchase required.

  • Contact us at [email/phone] to get a Return Authorization (RA) number before shipping.

2. Pre-Dispatch Approval (Photo & Video Verification)

Before we dispatch any order (especially custom orders), we send you:

  • High-resolution photos of your actual finished product

  • A short video showing design, material, stitching, color, and finishing

  • Measurement confirmation (where applicable)

You must review and approve these photos/videos before we ship.

✅ Once you approve, the design, material, color, stitching, and finishing are considered accepted.
✅ This approval significantly reduces the chance of disputes — because you see exactly what you’re getting before it ships.
✅ If you request changes at this stage, we will make them before dispatch at no extra cost (within the original order scope).

⚠️ Please note: Issues related to design, material, color, or stitching that were visible in the approved photos/video cannot be grounds for a refund or return later. This protects both sides.

3. Non-Returnable Items

  • Personalized/customized products (unless defective or not as approved — see Section 5).

  • Intimate apparel, gift cards, final-sale items.

  • Items damaged by misuse.

4. Refund Process

  • Once we receive and inspect your return (within 72 hours), we’ll email you approval or rejection.

  • Approved refunds are issued to the original payment method within 7 business days of approval.

  • Your bank/card provider may take an additional 5–45 days to post the credit — this is outside our control.

5. Return Shipping

  • Our error (defect, wrong item, wrong size made): We cover return shipping.

  • Change of mind / incorrect measurement provided by you: You cover return shipping.

6. Custom Orders

  • Custom jackets are made to your specifications and cannot be returned for refund for change of mind.

  • However, if your jacket does not match the approved photos/video, is defective, or does not match the measurements you provided, we will:

    • Repair it free of charge, or

    • Remake it, or

    • Issue a full refund — your choice.

  • First alteration is free if the fit is off due to our sizing interpretation. You pay return shipping to us; we pay shipping back to you.

  • If the fit issue is due to incorrect measurements you provided, alteration is free for the first time, but you pay both-way shipping.

7. Cancellations

  • Custom orders can be cancelled within 24 hours of placement for a full refund.

  • After production begins, cancellation is not possible.

8. Damaged or Wrong Items

  • Report within 48 hours of delivery with photos.

  • We will arrange replacement or full refund at our cost, including shipping.

9. How to Start a Return

Email Refund@mengray.com with your order number and reason. We’ll respond within 1 business day with instructions and RA number.