Terms of Service

These terms govern every order placed on https://razeliya.com and every account opened on it. Placing an order means you accept them, so read the returns section before you buy — made-to-fit clothing does not work like off-the-peg.

Where these terms and our Privacy Policy disagree, the Privacy Policy wins on anything about your data.

You need an account to order, because a garment cut to your body has to be attached to someone. By placing an order you confirm that you are 18 or over and that the details you give us are true.

Keep your password to yourself. Anything done through your account is treated as done by you until you tell us it was not, so tell us quickly if you think someone else is in there.

We can suspend or close an account that is used for fraud, abuse of our team, or repeated chargebacks. We will say why.

Your FitKey holds the measurements we cut to. You can give them through the measurement wizard, or on a video call with our team.

You are responsible for the accuracy of measurements you submit yourself. If you measure a 38 and your chest is a 41, the garment will be a 38 — that is not a fault, and the remake promise below is how we put it right.

Measurements taken by our team on a call are ours to get right. If we mis-record one, the remake is free and so is the shipping, both ways.

Update your FitKey before you order, not after. We cut to the measurements held at the moment the order enters production.

An order on the site is an offer to buy, not a completed sale. It appears in My Orders the moment you place it. The contract forms when the order moves to the cutting table, and My Orders shows that step as it happens.

Until then we may decline an order: if the fabric bolt ran out, a price was listed wrongly, the delivery address is somewhere we cannot reach, or a fraud check fails. When that happens you are refunded in full.

Once a piece enters production it is being cut to your body, and it cannot be reassigned to another customer. See cancellations below.

Prices are shown in Indian rupees. Each figure is set for India on its own terms — none of them track an exchange rate or a foreign price list.

Prices include GST where it applies. The price you see at checkout is the price you pay; we add nothing after.

Delivery charges, where a route carries them, are shown before you confirm.

If a price is listed obviously wrongly — a lehenga at ₹400 rather than ₹40,000 — we are not obliged to honour it. We will tell you the real price and let you decide.

You can pay in one of two ways. Pay online at checkout, and the full amount is taken when you place the order. We accept the cards and methods shown there; the payment provider handles the transaction, and we never see or store your full card number. Or settle it on a call: the order waits, unpaid, until we ring you and take payment, and nothing is cut before then.

Wallet credit and vouchers are applied before the remaining balance is charged.

If an online payment fails, you have 30 minutes to try it again or book a payment call from My Orders. After that the order cancels itself: the pieces go back to your bag, and any wallet credit you used comes back to your wallet.

Each piece shows a delivery window in days. It runs from order to doorstep, making and the courier leg together, counted in calendar days from the day your payment confirms.

Those windows are honest estimates, not guarantees. Festival season, a delayed bolt, or a courier strike can push a date, and we will tell you when one moves rather than letting it slide quietly.

Risk in the goods passes to you on delivery. Ownership passes once we have been paid in full.

Nobody home? The courier follows its own rules for redelivery and safe places. A parcel signed for at your address counts as delivered.

You can cancel free of charge at any point before your order enters production. After that, the fabric has been cut to your measurements.

Made-to-fit garments are made to your specification, so the change-of-mind return an off-the-peg shop offers cannot apply to them — the same ground every bespoke tailor stands on. This does not affect your rights over faulty goods, which nothing here can take away.

What we offer instead is the remake promise: if a finished piece does not fit the measurements it was cut to, raise it from the order in My Orders within 15 days of delivery, with photographs of it worn. We will remake or alter it once, free, and pay the shipping both ways. After those 15 days, call us or write to us: up to 30 days after delivery, we can still raise it for you.

If a garment arrives damaged, flawed, or is not what you ordered, raise a return from My Orders within 15 days of delivery. After that, call us or write to us: up to 30 days after delivery, we raise it for you. We collect it at our cost and refund you, to your wallet or to the way you paid.

This sits alongside the Consumer Protection Act 2019, which gives you rights we cannot shorten — including the right to take a defective-goods complaint to a consumer commission.

Vouchers apply to the products, categories and dates printed on them, one voucher per order unless we say otherwise. They have no cash value and cannot be exchanged for money.

Wallet credit is issued as a refund or a goodwill gesture, is tied to your account, cannot be transferred, and expires on the date shown in your wallet.

A voucher obtained by fraud, or copied from someone else’s account, will be cancelled and the order with it.

Reviews come only from customers who bought the piece. Write what you actually think — a bad review is worth more to the next customer than a polished one.

By posting a review or a photograph you give us permission to show it on the site and in our own marketing, with your first name. You keep ownership of it.

We remove content that is abusive, false, someone else’s work, or written to advertise something. We do not remove a review for being negative.

Use the site to shop. Do not scrape it, break into it, test its security without asking, resell its content, or place orders you have no intention of paying for.

Automated buying — bots hoovering up limited pieces — gets the order cancelled and the account closed.

The Razeliya name, mark, photography, product descriptions and site design belong to us or our licensors. You may not copy them for commercial use without written permission.

You may share a product page, screenshot a piece you love, or link to us freely. That is not what this section is about.

We are responsible for loss you suffer as a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses — lost profit, lost contracts, lost opportunity — since this is a shop for personal use.

Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Where liability is capped, it is capped at the amount you paid for the order in question.

Floods in a weaving town, a national strike, a customs shutdown, a pandemic — where something genuinely beyond our control stops us delivering, our obligations pause while it lasts and we tell you what is happening. If it drags past 30 days you can cancel and be refunded in full.

These terms are governed by the laws of India, and the courts of India have jurisdiction over disputes under them.

You keep every right the Consumer Protection Act 2019 gives you, including the right to approach the consumer commission for your district or state, and nothing in this section removes that.

We update these terms from time to time and change the date at the top when we do. The terms that apply to your order are the ones in force on the day you placed it, so a later change never rewrites a purchase you already made.

Questions about any of this go to hello@razeliya.com.