Every garment we produce is made to order. When a buyer confirms an order with Shadanatex Bangladesh, our factory cuts, sews and finishes each piece against that buyer's confirmed specification, approved sample and agreed terms. Nothing comes from stock, because we hold no ready stock. This return policy explains what that means for returns, what counts as a defect, how a buyer raises a claim, and how we settle a claim fairly under the order agreement.
Why Change of Mind Returns Do Not Apply
Ready-made clothing bought from a shelf can go back on the shelf. Made to order garments cannot. Each order is produced in the buyer's chosen fabric, colours, sizes, print or embroidery and labelling, so the finished goods have no alternative buyer and cannot be resold as standard stock. For that reason we cannot accept returns because a buyer has changed their mind, ordered more than they need, or no longer wants the style. The order agreement, built on the confirmed specification and the approved sample, is the point where the order becomes final, and it protects both sides: the buyer receives exactly what was approved, and the factory produces only what was confirmed.
What Counts as a Defect
A defect is a fault where the delivered goods do not match the confirmed specification or the approved sample. The following count as defects when they are found in delivered pieces:
- Construction faults, such as broken stitching, open seams, wrongly attached parts, or a garment built in a different style from the specification.
- Fabric faults, such as the wrong fabric type, the wrong fabric weight, holes, stains, or a colour that differs from the approved sample.
- Print and embroidery faults, such as a wrong design, wrong placement or wrong colours against the approved sample, print that cracks or peels under normal washing, or loose and broken embroidery threads.
- Sizing faults, where measurements do not match the size chart agreed in the specification or the approved sample.
Normal variation inside the agreed specification, and differences the buyer approved in the pre-production sample, are not defects. If a buyer changes the specification after approval and the goods follow the changed instruction, that outcome is also not a defect.
How to Raise a Claim
If you find a problem in a delivered order, contact us with the details we need to check the claim quickly:
- Your order or batch reference, so we can pull the production record for those pieces.
- A clear description of the fault and how many pieces are affected.
- Clear photos of the fault, including a close view and a view of the whole garment, plus a photo of the carton or packing marks if the problem may come from packing or transit.
- The specification point or sample point the delivered goods do not match.
Send claims to [email protected] or call (02) 222-285-548 or our office on (+880-2) 222-262-889. Please keep the affected pieces aside, unused, until the claim is settled, so the fault can be checked as delivered.
How We Inspect and Agree the Outcome
Once a claim arrives, we compare the reported fault against the order record: the confirmed specification, the approved sample notes, and the production and inspection records for that batch. Where photos are not enough to judge a fault, we may ask for the affected pieces to be sent back for inspection, or agree another way to verify the problem with you. We confirm which pieces are genuinely defective, and we discuss the outcome with you before anything is remade or credited. Our aim is a result that follows the order agreement and reflects what actually went wrong, whether the fault affects a few pieces or a larger part of the order.
Remedies We Can Agree
Where we agree that pieces are defective, the remedy is settled case by case under the order agreement. Depending on the fault, the quantity affected and what you need, the agreed remedy can be:
- Remaking the defective pieces to the confirmed specification.
- Repairing the defective pieces where repair restores them fully to the specification.
- A credit against a future order for the value of the defective pieces.
- A refund for the affected pieces where remaking, repair or credit is not workable.
The remedy applies to the defective pieces themselves. Pieces that meet the specification are not part of the claim, and delivery costs or other costs are handled as the order agreement sets out.
What We Ask From the Buyer Before Production
Most claim situations are prevented before production starts, and buyers share that responsibility with us. Before you approve an order, check the pre-production sample carefully against your specification: fabric, colour, measurements, print or embroidery placement, labelling and packing. Confirm every point in writing, and raise anything that looks wrong at sample stage, when it is simple to correct. Once the sample and specification are approved and production begins, the factory works to those approved points, and they become the standard the delivered goods are judged against. Careful approval protects your order, and it keeps our responsibility clear and fair on both sides.