Return and Exchange Policy

Return and Exchange policy

Overview

At FILLYFAB, most of our outfits are thoughtfully customized and made to order to suit individual preferences such as height, fit, and functional requirements. Due to the personalized nature of our products, we follow a strict no-refund policy. However, we remain committed to fairness, transparency, and customer satisfaction through clearly defined support mechanisms, alterations, and store credits.

Please read this policy carefully before placing an order.

Product Categories

For clarity, our products fall into two categories:

Customized / Made-to-Order Products : Products involving height customization, fit customization, alterations, or any made-to-order specifications.

Non-Customized / Ready Products : Products sold without any customization or made-to-order modifications.

I. Policy for all Product Categories

1. Refund Policy (Applies to All Products)

No refunds are provided under any circumstances, including cancellations, returns, or exchanges. In eligible cases, FILLYFAB will issue a store coupon with lifetime validity, which can be used for future purchases on our website.

2. Sale & Promotional Items

Items marked as “Not Returnable”, or purchased as part of a SALE or promotional OFFER, are not eligible for return or exchange.

3. Fraud Prevention & Verification

In certain cases, we may request:

Unboxing videos or Product images to verify product condition. This is solely to prevent misuse of the policy and does not question customer integrity.

II. Policy for Customized / Made-to-Order Products

1. Returns & Exchanges

Returns or exchanges are not permitted for customized or made-to-order products. As these items are created specifically to meet individual customer requirements, they are not eligible for resale.

This policy applies to, but is not limited to, the following reasons:

Change of mind
Dislike of color, fabric, or silhouette
Preference-based fit concerns
Impulsive or accidental orders

2. Genuine Exceptions (Damaged or Incorrect Products)

If a customer receives a damaged product or an incorrect product, FILLYFAB will, at its discretion:

Arrange a return and exchange, or
Issue a store coupon with lifetime validity.
No refunds will be issued, including in such cases.

FILLYFAB will bear the return and replacement shipping costs only when the damage or error is attributable to us

3. Alterations for Customized Products

In certain genuine cases related to fit or usability, FILLYFAB may, at its discretion, arrange to pick up the product and perform necessary alterations or additions to ensure proper fit and customer satisfaction.

The cost of return pickup and re-delivery for alteration shall be borne by the customer. Free shipping is offered only once per order; any subsequent logistics will be chargeable.

Depending on the complexity, effort, or materials required, an additional alteration fee may apply. All applicable charges will be clearly communicated to and approved by the customer prior to arranging pickup.

4. Alteration Timelines

FILLYFAB strives to ensure that there is no unreasonable delay within its internal processes. However, customers must acknowledge that delivery timelines may be extended in alteration cases, as the product must be:

Received from the customer,
Sent to our production unit,
Prioritized and altered, and
Shipped back to the customer.

5. Order Correction Window for Customized Products

Customers are provided with a 6-hour window from the time of order placement to request any corrections to customization details.

All correction requests must be communicated via WhatsApp, phone, or email, and must receive explicit acknowledgement from FILLYFAB within this 6-hour period to be considered valid.

After the 6-hour window, once production planning has commenced, no corrections, modifications, or cancellations will be accepted under any circumstances.

III. Policy for Non-Customized / Ready Products

1 Returns & Exchanges

Returns or exchanges may be accepted for non-customized products, subject to the following conditions:

The return or exchange request must be initiated within 48 hours of delivery, and

The product must be unused, unwashed, and in its original condition, with all tags intact.

Exchanges are offered subject to stock availability. If the requested replacement is unavailable, a store coupon with lifetime validity will be issued instead.

No refunds will be provided in any such cases

2. Return Shipping

Customers are responsible for return shipping costs, unless the issue is due to a FILLYFAB error (damaged or incorrect product).