Return & Refund Policy

Bespoke garments are cut for one body and cannot be resold, so the usual retail idea of “returns” does not map neatly onto this trade. What replaces it at Climbwise Tailoring Sdn Bhd is a plain promise: if the garment is wrong, we make it right. Here is exactly what that means.

1. Fit problems: we fix them, free

If a garment we made does not fit correctly at collection, we alter it at no charge until it does. That is not a concession; it is the product. Raise any fit concern within 30 days of collection and it is handled without discussion of cost.

2. Workmanship faults: repaired or remade

Defects in construction — a failed seam, a lining fault, a buttonhole that unravels — are repaired free within 12 months of collection. Where a defect cannot be properly repaired, we remake the garment in the same cloth at our expense. Fair wear, accident damage and third-party alterations are excluded, though we will usually quote kindly for those too.

3. When refunds apply

• Before cloth is cut: cancel any time and your deposit is refunded in full, less any cloth already ordered specially for you.
• After cutting: cloth and work done cannot be refunded, but any unearned balance of the deposit is returned.
• Remake impossible: if we cannot deliver a correctly fitting garment after reasonable attempts — something that has not yet happened — we refund the commission in full.

Refunds are made to the original payment method within 14 days of agreement.

4. Alteration and repair work

For alteration work on garments we did not make, we guarantee the specific work performed for 90 days. If our alteration fails within that window we redo it free. We cannot guarantee surrounding cloth or construction we did not touch.

5. Change of mind

Cloth choices are confirmed at the quotation and again before cutting precisely so that second thoughts can be acted on early. After cutting, a change of cloth or style is a new commission, though we will offset what we fairly can.

6. How to raise an issue

Bring the garment to the atelier, or write to [email protected] with photographs and your order details. Every issue is assessed by the cutter who made the garment, within seven days, and you receive our answer in writing.

Nothing in this policy limits your statutory rights under the Consumer Protection Act 1999 (Malaysia).