Article 1 - For Tailor Made Items (Suits, Coats, Shirts and Shoes)

a)      We offer a 100% Satisfaction Guarantee whereby if a Tailor-Made Item does not fit you:

-        Our local tailor partner will make the necessary adjustment for you free of charge;

-        And, if the Tailor-Made Item cannot be adjusted, we will proceed to make a similar remake for you free of charge.

b)     If you have received a Tailor-Made Item that does not fit you and wish to benefit from the 100% Satisfaction Guarantee, please send, no later than 7 calendar days from the delivery, an email to the following email address: cs@quintessencetailor.com.

c)      Once your request is received, we will send you an email to notify you that we have received your request for adjustment or remake.

-        In case of adjustment, we will direct you to our local tailor partner;

-        In case of remake, we will send you a person who will come and retake your measurement. We will then proceed to produce a new suit using the revised measurement. The new suit will be delivered to you within 3 to 4 weeks from the date the new measurement has been taken.

d)     To complete process your request, we require a receipt or proof of purchase.

e)     Unfortunately, past 7 calendar days from the delivery, the 100% Satisfaction Guarantee ceases to be valid unless you can prove that you have been traveling during that period. In such a case, the 7 calendar days will start from your return date.

f)       Due to the fact that every product is 100% individually custom-tailored and handcrafted just for you, we do not offer refunds. This is standard practice for custom-tailored products as there is no resale value.

Article 2 - For Accessories: Tie, Bow Tie, Suspenders, Cufflinks, Square Pockets, Pins, and Belts

a)      For Accessories, no later than 14 calendar days after delivery, a product shall be returned, or handed over to us or our representative.

b)     To be eligible for a return and refund, your item must be unused and in the same condition that you received it, if reasonably possible in the original state and packaging.

c)      There are certain items that are not returnable or refundable: (if applicable)

-        Gift cards;

-        Items with obvious signs of use;

-        Any item not in its original condition, is damaged or missing parts for reasons not due to our error;

-        Any item that is returned more than 14 days after delivery.

d)     To complete your return, we require a receipt or proof of purchase.

Article 3 – Refunds for Accessories (If Applicable)

a)      Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

b)     If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Refund is free of charge for you.

Article 4 - Late or Missing Refunds (If Applicable)

a)      If you haven’t received a refund yet, first check your bank account again.

b)     Then contact your credit card company, it may take some time before your refund is officially posted.

c)      Next contact your bank. There is often some processing time before a refund is posted.

d)     If you’ve done all of this and you still have not received your refund yet, please contact us at : cs@quintessencetailor.com.

Article 5 - Sale Items (If Applicable)

a)      Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Article 6 - Exchanges (If Applicable)

a)      We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at: cs@quintessencetailor.com and send your item to: Appt D7, Chabari Court, Ring road Kileleshwa, Nairobi, Kenya.

Article 7 - Return Address

a)      To return your product, you should mail your product to: Appt D7, Chabari Court, Ring road Kileleshwa, Nairobi, 00100, Kenya.

b)     You will be responsible for paying for your own return costs for your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.