Limited Return & Remake Policy
Updated 10/4/2023
The Limited Return & Remake Policy has more restrictions on returns and remakes than the Standard Return and Remake Policy and is only applicable to customers that have exceeded our threshold for returns or remakes.
If a customer is put on the Limited Return & Remake Policy, they will receive clear notification from the Customer Service team when this change is made. The new policy will apply to purchases made after the date of notification.
If a customer is on the Limited Return & Remake Policy, and they continue to insist on returns or remakes outside the bounds of the policy, they may be restricted from making additional purchases completely.
If a customer that is on the Limited Return & Remake Policy creates multiple accounts on propercloth.com, all accounts determined to be created by that customer will automatically be subject to the Limited Return & Remake Policy and/or restricted from making purchases completely.
Returns for Exchanges, Store Credit, and Refunds
Terms
- Many of our products are advertised as eligible for “Free 90-Day Returns”. This offer does not pertain to customers on the Limited Return & Remake policy.
- Stocked Products must be returned within 30 days of the purchase date to qualify for a refund or store credit.
- Returned Stocked Products with requests for refund are subject to a 15% restocking fee.
- Beyond the two remakes per custom product category detailed below, all custom clothing purchases are final sale.
- Proper Cloth is not liable for returns that are lost in transit. Please keep record of tracking information when sending back a product.
- Refunds can only be issued back to the original payment method.
- Processing time for exchanges, store credit, or refunds is typically 3-7 business days.
- Exchanges are subject to stock and fabric availability.
- Wearing & Washing Items
- When returning Stocked Products or Tailored Clothing: Items must be unworn, unwashed, and unaltered in order to qualify for a refund, store credit, or exchange.
- When returning Custom Shirts or Casual Pants: Items may be laundered 1-2 times, but should not show signs of repeated use in order to qualify for a refund, store credit, or exchange.
- Returning Gifts
- Gift items can be exchanged or returned for store credit by the recipient with proof of purchase.
- Refunds for gifted items can only be issued to the original purchaser’s form of payment.
- Final Sale Items
- Some products are marked as “Final Sale” on the product page. These products are not eligible to be returned.
Returns for Remakes
Terms
- Each customer is entitled to two complimentary remakes per custom product category. That includes two remakes for Shirts, two remakes for Casual Pants, two remakes for Tailored Clothing Jackets and two remakes for Tailored Clothing Dress Pants. One is usually more than enough, but you get two. Just in case.
- Additional remakes may be approved if an item is lost in transit, arrives with a manufacturing defect, or has dimensions outside of our accepted tolerances. These cases must be verified by our operations team and specially approved.
- To request a remake, you must return your original garment to Proper Cloth.
- Remakes are produced and delivered according to the same schedule as new garments. Consult this shipping page to understand current delivery dates.
- Remakes are subject to fabric stock and availability. If a fabric is no longer in stock, an alternative of equal or lesser value may be selected.
- Receiving a complimentary remake on a custom product does not disqualify you from a full refund, but you’ll need to return both the original and the remade version of the garment to receive the refund.
Reimbursement for Tailoring
If a customer is on the Limited Return & Remake Policy, we will not provide any reimbursement for tailoring expenses.
Other Details
Customers Outside the US and Canada
For customers in Argentina, Australia, Brazil, China, Hong Kong, Israel, Japan, Malaysia, Mexico, New Zealand, Norway, Philippines, Saudi Arabia, Singapore, South Korea, Switzerland, Taiwan, and UAE (all countries we ship to not including the US, Canada, the EU, or the UK):
- For refunds or store credit:
- Any special charges you had to pay to receive the product, such as customs, duties, fees or taxes (typically collected by your local customs agencies or courier) will not be refunded or credited to your account as store credit.
- For exchanges:
- When the replacement item is sent to you, the shipping will be complimentary, however, you will still be responsible for any customs, duties, fees, or taxes that your local customs agency or courier may charge to you directly.
For customers in Argentina, Australia, Brazil, China, the EU, Hong Kong, Japan, New Zealand, Norway, Philippines, Singapore, Switzerland, Taiwan, and the UK (all countries we ship to not including the US or Canada):
- For all Stocked Products, you will be responsible for return shipping costs to return the product to Proper Cloth in the US.
Return Shipping Labels
We provide complimentary return shipping labels for most situations, however, depending on the product type or country you are in, we may not provide a return shipping label.
- Customers in the US:
- All orders (not including orders for Face Masks or Essentials, or orders with Minimal Packaging selected) will arrive with a complimentary return shipping label included.
- Customers in Canada:
- Orders will not arrive with a complimentary return shipping label included, but will be provided on request.
- Customers in Australia, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovenia, Romania, Slovakia, Spain, Sweden, and the United Kingdom:
- Return shipping labels will be provided for Custom Shirts, Pants, Suits, and Jacket orders only (not Stocked Product orders).
If you are in any of the countries listed above and need a return shipping label, or a replacement for a lost return label, contact us to request a complimentary return shipping label.
What Steps Can You Take to Get Back to the Standard Return & Remake Policy
It is possible to move from the Limited Return & Remake Policy back to the Standard Return & Remake policy. This decision will be made on a case by case basis. Generally, we suggest:
- Reduce the chances of needing a return. Avoid ordering multiple products with the intention of returning several. Consult with our team and size charts. Carefully look at product photos, read customer reviews and product descriptions. Making informed purchases is key to reducing your return rate.
- Reduce the chances of needing a remake. If you’re still unsure of your custom size, send fit photos to our team and discuss the tradeoffs of size changes with one of our fit specialists, or come to our showroom for an in-person consultation.