CANCELLATION, REFUND & ORDER MODIFICATION POLICY
Legal Entity: KHADIM SOLUTIONSBrand: Zehbia’s Wardrobe – A Tailoring PlatformVersion: 1.0Effective Date: 1ST SEP 2026Last Updated: 1ST SEP 2026Jurisdiction: India
1. PURPOSE
This Cancellation, Refund & Order Modification Policy ("Policy") explains the rules applicable to cancellation, rescheduling, modification, alteration, refund and related requests for services provided by Zehbia’s Wardrobe – A Tailoring Platform ("Zehbia", "we", "us", "our).
Zehbia provides customised tailoring-related services, including:
Home visits;
Measurement services;
Fabric pickup;
Stitching;
Alteration;
Quality checking;
Delivery;
Related order-management services.
Because many Zehbia orders involve custom measurements, customer-specific specifications, customer-supplied fabric and personalised tailoring, cancellation and refund eligibility may depend on the stage at which an order is cancelled.
This Policy should be read together with the Zehbia:
Terms & Conditions;
Privacy Notice;
Payment Terms;
Delivery Policy; and
Offers & Cashback Terms.
2. IMPORTANT PRINCIPLE
Zehbia will make reasonable efforts to accommodate cancellation and modification requests.
However, once a customised order has progressed into production, certain work, materials, labour or services may already have been incurred specifically for that customer.
Therefore:
Cancellation eligibility, refund amount and modification options may depend on the current order stage.
The order status displayed in the Zehbia application/website may be used as the primary operational reference.
3. SERVICES COVERED
This Policy applies to orders and services including:
A. Home Visit / Measurement
Measurement appointment
Tailor consultation
Design consultation
Fabric pickup visit
B. Tailoring
Stitching
Custom garment preparation
Alteration
Re-stitching
Customisation
C. Pickup
Customer fabric pickup
Garment pickup
Measurement-related pickup
D. Delivery
Completed garment delivery
Re-delivery
Delivery-related services
E. Payments
Advance payments
Full payments
Partial payments
Online payments
Other supported payment methods
4. BOOKING CANCELLATION
A customer may cancel a home-visit or pickup booking before the visit takes place.
Where cancellation is requested sufficiently in advance, Zehbia may:
Cancel the booking;
Reschedule the booking; or
Provide a refund where a payment has already been collected and refund eligibility applies.
If a Field Officer has already been dispatched or the service has commenced, additional terms may apply.
5. BOOKING RESCHEDULING
Customers may request rescheduling through:
Zehbia application;
Zehbia website;
Customer support.
Rescheduling is subject to:
Availability;
Service area;
Field Officer availability;
Operational constraints.
Zehbia may limit repeated rescheduling of the same booking where necessary to prevent operational abuse.
6. NO-SHOWS
A customer is expected to be available at the confirmed:
Date;
Time;
Address;
for a scheduled home visit or pickup.
If the customer is unavailable without reasonable prior notice, Zehbia may classify the appointment as a No-Show.
Repeated no-shows may result in:
Rescheduling restrictions;
Additional visit charges, where disclosed;
Temporary booking restrictions.
7. ORDER CANCELLATION
An order may generally be cancelled through the available Zehbia cancellation mechanism while cancellation is permitted for that particular order stage.
The application may display whether an order is:
Cancellation Available
Cancellation Restricted
Cancellation Not Available
8. ORDER STAGES AND CANCELLATION
For operational purposes, Zehbia may use stages such as:
Order Placed
↓
Payment Pending / Confirmed
↓
Booking / Pickup
↓
Measurement
↓
Fabric Received
↓
Warehouse Processing
↓
Tailor Assigned
↓
Stitching in Progress
↓
Quality Check
↓
Ready for Delivery
↓
Out for Delivery
↓
Delivered
↓
Closed
Cancellation rights may become progressively restricted as the order moves through these stages.
9. BEFORE PRODUCTION
Where an order has not yet entered customised production, Zehbia will generally make reasonable efforts to permit cancellation.
If eligible:
Refund = Amount Paid – Any Applicable Non-Refundable Charges
Any applicable charge must be clearly communicated to the customer.
10. AFTER FABRIC PICKUP
If Zehbia has already collected customer-provided fabric or materials, cancellation may require additional handling.
Before processing a refund, Zehbia may need to:
Return the fabric;
Verify the fabric;
Account for transportation;
Account for work already performed.
The customer should retain the pickup/order reference until the matter is resolved.
11. AFTER TAILORING/PRODUCTION BEGINS
Once customised stitching or production has begun, cancellation may be restricted because:
Labour may already have been incurred;
The garment may have been cut;
Fabric may have been altered;
Customer-specific work may already have been performed.
In such cases, Zehbia may evaluate the request individually.
Where cancellation is not reasonably possible, the customer may instead be offered:
Completion of the order;
Modification, where technically possible;
Alteration after completion;
Other appropriate resolution.
12. AFTER QUALITY CHECK
Once an order has completed Quality Check and is ready for delivery, cancellation will generally not be available as an ordinary cancellation request.
If the customer identifies a legitimate quality or tailoring issue, the matter may instead be handled under Zehbia's:
Alteration / Defect Resolution Process.
13. AFTER DISPATCH
Once an order has been dispatched for delivery, ordinary cancellation may no longer be available.
If delivery cannot be completed, Zehbia may:
Reschedule delivery;
Return the garment;
Contact the customer;
Arrange another delivery attempt.
14. AFTER DELIVERY
Once the garment has been delivered, customers should inspect it promptly.
If there is:
A tailoring defect;
Incorrect measurement application;
Incorrect garment;
Missing item;
Material/order mismatch;
Significant stitching issue;
the customer should contact Zehbia within the applicable complaint/alteration period.
15. CUSTOM-MADE GARMENTS
Zehbia's garments may be individually customised according to:
Customer measurements;
Customer design;
Customer fabric;
Customer stitching instructions;
Customer fit preference.
Accordingly, a customised garment may not be treated in the same manner as a standard off-the-shelf product.
This is why order-stage-based cancellation and alteration rules are necessary.
16. CUSTOMER-PROVIDED FABRIC
Where the customer provides fabric:
Zehbia is responsible for reasonable care of the fabric while it is in Zehbia's custody.
Customers should ensure that the fabric provided is:
Suitable for the requested garment;
Sufficient in quantity;
Free from pre-existing damage;
Properly identified where required.
Zehbia may document the fabric at pickup/receipt, including:
Photographs;
Fabric description;
Quantity;
Condition;
Order association.
17. PRE-EXISTING FABRIC DAMAGE
Zehbia will not be responsible for defects or damage that existed before the fabric was handed over to Zehbia, provided such condition was not caused or worsened by Zehbia's handling.
Where appropriate, Zehbia may document visible pre-existing defects at the time of pickup.
18. FABRIC SHORTAGE
If the provided fabric is insufficient for the requested garment, Zehbia may:
Contact the customer;
Recommend modification;
Request additional material;
Offer an alternative design;
Place the order on hold until instructions are received.
Additional charges may apply where additional work/material is required and the customer approves it.
19. ORDER MODIFICATION
Customers may request modifications to an order before the relevant production stage.
Examples include:
Garment type;
Sleeve style;
Neck style;
Length;
Fit preference;
Stitching instructions;
Design;
Quantity.
Modification requests are subject to technical feasibility and production status.
20. MODIFICATIONS AFTER PRODUCTION BEGINS
Once production has begun, modifications may:
Delay delivery;
Require additional labour;
Require additional material;
Require re-cutting;
Require additional tailoring.
Any additional cost should be communicated to the customer before the additional work is undertaken where reasonably practicable.
21. CUSTOMER APPROVAL
Where a modification results in an additional charge, Zehbia may require customer approval before proceeding.
The approval may be obtained through:
Application;
Website;
OTP/authenticated account;
Customer support;
Other recorded communication.
22. MEASUREMENT CHANGES
If a customer provides updated measurements after an order has been placed, Zehbia may determine whether the new measurements can still be applied.
If tailoring has already progressed, the customer may be required to use the existing approved measurements for that production cycle or pay an applicable modification/alteration charge.
23. MEASUREMENT DISPUTES
If a customer believes that a garment was stitched using incorrect measurements, Zehbia may investigate:
Measurement profile used;
Measurement version;
Date measurement was taken;
Tailoring instructions;
Order specifications;
Tailor records;
QC records.
Where appropriate, Zehbia may arrange a re-measurement.
24. ALTERATIONS
Zehbia may provide alteration services where a garment does not meet the applicable agreed tailoring specifications.
The alteration process may include:
Customer complaint;
Garment inspection;
Re-measurement;
QC review;
Alteration;
Final inspection;
Re-delivery.
25. ALTERATION DOES NOT AUTOMATICALLY MEAN REFUND
Where an issue can reasonably be corrected through alteration, Zehbia may first offer alteration rather than an immediate refund.
However, this does not prevent any rights or remedies that may apply under applicable consumer-protection law.
26. WHEN ZEHBIA MAY OFFER A REFUND
A refund may be considered where:
An eligible order is cancelled;
Zehbia cannot fulfil the order;
A duplicate payment occurred;
A payment was collected but the associated order cannot be fulfilled;
A qualifying service failure occurs;
An approved refund has been authorised;
A payment-processing issue requires reversal;
Another circumstance requires a refund under applicable law.
27. REFUND METHOD
Where reasonably practicable, refunds will generally be processed through the original payment method or another appropriate method permitted by the payment system.
For example:
Online payment → Original payment source
The actual time taken for funds to appear may depend on:
Payment gateway;
Bank;
Card issuer;
UPI provider;
Other financial institution.
28. REFUND PROCESSING TIME
Once Zehbia approves a refund, Zehbia will initiate it within the applicable operational timeframe.
The customer's bank/payment provider may require additional time to credit the amount.
Therefore:
Refund initiated by Zehbia ≠ immediate credit to the customer's bank account.
29. PAYMENT GATEWAY FAILURE
If a payment appears to have failed but money has been debited from the customer's account, the customer should not immediately make repeated payments.
Zehbia may verify:
Payment gateway status;
Transaction reference;
Bank confirmation;
Order status.
If the payment is confirmed unsuccessful and the amount is not received by Zehbia, the payment provider/bank may automatically reverse the amount according to its process.
30. DUPLICATE PAYMENT
If a customer accidentally pays twice for the same order, Zehbia will investigate the transactions.
Where duplicate payment is confirmed, the excess amount may be refunded or adjusted against another eligible amount, subject to customer approval and applicable law.
31. CASHBACK
Cashback is not necessarily equivalent to cash.
Depending on the applicable offer:
Cashback may be credited to a Zehbia wallet/account;
Cashback may have an expiry date;
Cashback may have minimum-order requirements;
Cashback may not be transferable;
Cashback may not be redeemable for cash.
The specific cashback terms applicable to an offer will govern.
32. CANCELLATION OF ORDERS WITH CASHBACK
If an order that generated cashback is subsequently cancelled or refunded, Zehbia may reverse the cashback associated with that order.
If cashback has already been used, the corresponding value may be adjusted against the refund where legally permitted and clearly disclosed.
33. DISCOUNTED ORDERS
If an order was placed using:
Coupon;
Discount;
Promotional code;
Loyalty benefit;
Cashback;
Other promotional benefit,
the refund calculation may take the actual amount paid and applicable promotional conditions into account.
34. OFFERS
Offers may have individual:
Eligibility criteria;
Validity period;
Minimum order values;
Garment restrictions;
Customer restrictions;
Usage limits;
Cancellation rules.
The terms displayed with the specific offer will apply.
35. NON-REFUNDABLE CHARGES
Certain charges may be designated as non-refundable where they relate to services already provided or costs already incurred.
Examples may include, where clearly disclosed:
Completed home visit;
Completed measurement service;
Certain transportation charges;
Customisation work;
Production work already performed.
Any non-refundable charge should be clearly disclosed before the customer commits to the relevant service.
36. ZEHBIA-INITIATED CANCELLATION
Zehbia may cancel an order in circumstances including:
Service unavailable;
Customer information insufficient;
Fabric unsuitable;
Safety concerns;
Fraud/suspicious activity;
Payment failure;
Operational impossibility;
Customer request;
Force majeure;
Other circumstances permitted under the Terms & Conditions.
Where Zehbia cancels an order for reasons attributable to Zehbia and payment has already been collected, Zehbia will assess the appropriate refund in accordance with this Policy and applicable law.
37. FRAUDULENT REFUND REQUESTS
Zehbia may investigate suspicious refund patterns, including:
Repeated false complaints;
Abuse of alteration/refund policies;
Repeated chargebacks;
Fraudulent payment claims;
False delivery claims;
Cashback abuse.
Zehbia may restrict account activity where reasonably necessary and lawful.
Nothing in this section limits a customer's lawful consumer rights.
38. CHARGEBACKS
If a customer initiates a payment chargeback, Zehbia may provide relevant transaction/order records to the payment provider or financial institution for dispute resolution.
Relevant records may include:
Order information;
Payment reference;
Delivery confirmation;
Customer communications;
Cancellation information;
Refund records.
39. CONSUMER RIGHTS
Nothing in this Policy is intended to remove or restrict rights available to customers under applicable Indian consumer-protection laws.
Where a mandatory statutory right provides a customer with a remedy that differs from this Policy, the statutory right will prevail to the extent applicable.
40. DELIVERY FAILURE
If delivery cannot be completed because of:
Incorrect address;
Customer unavailable;
Customer refusing delivery;
Incorrect contact information;
Repeated failed delivery attempts;
Zehbia may contact the customer to arrange another delivery attempt.
Additional charges may apply where they were clearly disclosed and are legally permissible.
41. WRONG OR DAMAGED GARMENT
If a customer receives:
Wrong garment;
Wrong size;
Wrong quantity;
Material mismatch;
Significant stitching defect;
Delivery damage;
the customer should contact Zehbia promptly.
Zehbia may request:
Order number;
Photographs;
Description of issue;
Garment images;
Other information reasonably necessary to investigate.
42. INSPECTION AND QUALITY CONTROL
Before delivery, Zehbia may perform Quality Control checks.
QC may review:
Measurements;
Stitching;
Design instructions;
Garment type;
Finishing;
Defects;
Order specifications.
QC approval does not prevent customers from reporting legitimate issues discovered after delivery.
43. PARTIAL REFUNDS
Where appropriate, Zehbia may provide:
Full refund;
Partial refund;
Credit;
Alteration;
Re-stitching;
Replacement service;
Other appropriate resolution.
The appropriate remedy may depend on the nature of the issue and the stage of the order.
44. REFUND TO THIRD-PARTY PAYMENT METHOD
Where payment was made using a payment instrument belonging to someone other than the customer, refunds may ordinarily be processed back to the original payment source, subject to payment-provider rules and applicable law.
45. ORDER HISTORY
Zehbia may retain order and payment history after cancellation or account closure where necessary for:
Accounting;
Tax;
Fraud prevention;
Customer support;
Legal compliance;
Dispute resolution.
This is consistent with the Zehbia Privacy Notice.
46. CUSTOMER COMMUNICATION
Zehbia may communicate cancellation/refund decisions through:
Application notifications;
Email;
SMS;
Customer support;
Other registered communication channels.
Customers should keep their registered mobile number and email address updated.
47. HOW TO REQUEST CANCELLATION
Where available:
Through the Application
Orders → Select Order → Cancel Order → Select Reason → Confirm
Through Website
My Orders → Select Order → Cancel Order
Customer Support
+91-889-974-9158
Customers may also contact:
zehbia@zehbia.com
48. HOW TO REQUEST A REFUND
A refund request should generally include:
Customer name;
Registered mobile number;
Order ID;
Payment reference, if available;
Reason for request;
Relevant photographs/documents where necessary.
Send requests to:
zehbia@zehbia.com
49. GRIEVANCE ESCALATION
If a customer is dissatisfied with the resolution, the matter may be escalated to:
Grievance ContactEmail: grievance@zehbia.com
Customer Support: +91-889-974-9158
Zehbia will process grievances in accordance with its applicable grievance procedure and Indian law.
50. REFUND DECISION RECORD
For operational accountability, Zehbia should maintain an internal record containing:
Refund Request
↓
Order ID
↓
Customer
↓
Reason
↓
Order Stage
↓
Payment Verification
↓
Eligibility Review
↓
Approval / Rejection
↓
Refund Amount
↓
Refund Method
↓
Refund Transaction ID
↓
Customer Notification
↓
Closed
51. RECOMMENDED ADMIN REFUND MODULE
The Admin Panel should include:
Refund Management
Refund requests
Pending refunds
Approved refunds
Rejected refunds
Partial refunds
Full refunds
Refund amount
Refund reason
Order stage
Payment reference
Refund transaction ID
Approved by
Approved date
Processed date
Customer notification
Internal notes
Audit history
52. RECOMMENDED ORDER STATUS FLAGS
The application should expose cancellation eligibility based on the actual order status.
For example:
These are recommended operational rules, not statutory legal conclusions. The final commercial policy should be approved by Zehbia before implementation.
53. CUSTOMER-FACING SHORT VERSION
For the Zehbia app, customers do not need to read the entire policy during cancellation.
The cancellation screen can display:
Cancel Order
Your cancellation eligibility depends on the current stage of your customised order.
Once fabric preparation or stitching has started, cancellation or refund may be restricted because customised work may already have been performed.
Please review the Cancellation, Refund & Order Modification Policy before confirming.
[View Policy]
[Confirm Cancellation]
54. IMPORTANT FOR THE DEVELOPMENT TEAM
The backend should not simply implement:
if customerCancels:
refund()
Instead, cancellation should be controlled by the Order State Machine.
For example:
OrderState
│
├── CREATED
├── PAYMENT_PENDING
├── CONFIRMED
├── BOOKING_SCHEDULED
├── PICKUP_PENDING
├── FABRIC_RECEIVED
├── WAREHOUSE_PROCESSING
├── TAILOR_ASSIGNED
├── STITCHING
├── QUALITY_CHECK
├── READY_FOR_DELIVERY
├── OUT_FOR_DELIVERY
├── DELIVERED
├── ALTERATION
├── CLOSED
└── CANCELLED
And separately:
CancellationPolicy
-------------------------
orderStatus
cancellationAllowed
refundEligible
refundType
requiresAdminApproval
requiresCustomerConfirmation
This will make the policy enforceable by the actual application instead of relying solely on customer support.
55. AUDIT TRAIL
Every cancellation/refund/modification action should generate an audit record.
Recommended:
id
orderId
customerId
action
previousStatus
newStatus
reason
requestedBy
approvedBy
amount
paymentReference
timestamp
remarks
This is particularly important for disputes.
56. NO AUTOMATIC REFUND WITHOUT PAYMENT VERIFICATION
The system should verify the payment transaction before initiating a refund.
The flow should be:
Customer Request
↓
Order Verification
↓
Payment Verification
↓
Cancellation Eligibility
↓
Refund Calculation
↓
Approval
↓
Payment Gateway
↓
Refund Transaction
↓
Reconciliation
↓
Customer Notification
57. POLICY CHANGES
Zehbia may update this Policy from time to time because of:
Changes in services;
New payment methods;
Changes in operational processes;
Legal/regulatory requirements;
Changes to refund mechanisms;
Introduction of new products/services.
The updated Policy will display the applicable:
Version Number and Last Updated Date.
58. CONTACT INFORMATION
KHADIM SOLUTIONS
Brand: Zehbia’s Wardrobe – A Tailoring Platform
Registered Address:1324 Khadim Villa, Mehjoor Nagar, Natipora,Srinagar, Kashmir, J&K – 190015, India
Email: zehbia@zehbia.com
Customer Support: +91-889-974-9158
Grievance: grievance@zehbia.com
Data Protection: info@zehbia.com
Website: www.zehbia.com | www.zehbia.in
59. VERSION CONTROL
Thanks