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1. Overview
At Throxxenix, client satisfaction is our highest priority. We take great pride in the quality of our clothing alteration, garment repair, and style consultation services. We understand that occasionally, the results may not meet your expectations, and we are committed to making things right. This Return Policy outlines the conditions under which we offer adjustments, rework, or refunds for our services.
Because our services are personalized and performed on your individual garments, our return and refund procedures differ from those of standard retail purchases. We encourage you to review this policy carefully so that you understand your rights and the process for requesting any corrections or adjustments to completed work. Our team is available to discuss any concerns and find a fair resolution.
2. Satisfaction Guarantee
We stand behind the quality of our work. If you are not fully satisfied with a clothing alteration or repair service, we invite you to bring the garment back to our studio within 14 calendar days of the completed service date. Our artisans will inspect the work and, if the issue is related to our craftsmanship, we will perform the necessary adjustments at no additional charge. This guarantee reflects our commitment to excellence and our confidence in the skills of our team.
To be eligible for a complimentary adjustment, the garment must be in the same condition as when it was returned to you after the original service. Any damage, wear, or alterations made by a third party after our service was completed may void this guarantee. We recommend inspecting your garment promptly upon pickup or delivery and contacting us as soon as possible if you notice any concerns.
3. Eligibility for Returns and Adjustments
The following conditions apply to return and adjustment requests for our services:
- Adjustment requests must be made within 14 calendar days of the completion of the service
- The garment must be returned in the same condition as it was upon completion of our service, without additional damage, stains, or modifications
- You must provide your original service receipt or order confirmation as proof of service
- The issue must be directly related to the quality of work performed by Throxxenix
Please note that certain services are inherently non-reversible. For example, fabric that has been cut during an alteration cannot be fully restored to its original state. In such cases, our team will work with you to find the best possible solution within the physical limitations of the garment and fabric. We are transparent about these limitations and will communicate them clearly before beginning any service.
4. Refund Process
If we are unable to satisfactorily resolve a service concern through adjustment or rework, a refund may be issued at the discretion of Throxxenix management. Refund decisions are made on a case-by-case basis, taking into account the nature of the service, the specific issue, and whether the concern falls within the scope of our craftsmanship guarantee.
Refunds, when approved, will be processed using the original method of payment within 10 business days of the refund decision. If you paid by credit card, the refund will appear on your statement within one to two billing cycles depending on your card issuer. If you paid in cash or by check, we will issue a refund by check mailed to your address on file. Partial refunds may be offered in situations where some, but not all, aspects of the service did not meet the agreed-upon specifications.
We reserve the right to decline refund requests for services that were performed in accordance with the agreed-upon specifications and where the garment was inspected and approved by the client at the time of pickup. We also reserve the right to require an in-person inspection of the garment before making a refund determination.
5. Style Consultation Services
Style consultation services are advisory in nature and involve the sharing of professional knowledge and recommendations. Due to the intangible nature of these services, style consultations are generally non-refundable once the consultation session has been completed. If you are unsatisfied with any aspect of the consultation experience, please contact us to discuss your concerns. We value your feedback and will make every effort to address any issues.
If you need to cancel a scheduled consultation, please provide at least 24 hours advance notice. Cancellations made with sufficient notice will be eligible for a full refund or rescheduling at no additional cost. Cancellations made with less than 24 hours notice may be subject to a cancellation fee equal to 50 percent of the consultation price, as the time slot has been reserved exclusively for your appointment.
6. Damaged or Defective Work
If your garment is returned to you with visible damage or defects resulting from our service, please contact us immediately. We take such matters very seriously and will prioritize resolving the issue. Depending on the nature and extent of the damage, we may offer repair at no cost, replacement of equivalent value (where feasible), or a full refund of the service fee.
In rare cases where a garment has been damaged beyond repair during the service process, we will work with you to reach a fair and equitable resolution. This may include compensation for the value of the garment, taking into account factors such as the garment's age, condition prior to service, and replacement cost. We maintain appropriate liability safeguards to ensure that our clients are protected in these situations.
To help us resolve any issues efficiently, we recommend taking photographs of your garment before dropping it off for service. This provides a clear reference point for comparison and helps us assess any claims accurately and fairly. Our team conducts a thorough pre-service inspection and will note any pre-existing conditions at the time of drop-off.
7. Exchanges
Since our services are performed on your own garments and are customized to your individual specifications, traditional product exchanges do not apply. However, if you are unsatisfied with a particular service, we are happy to discuss alternative approaches or additional services that may better meet your needs. Our goal is to ensure that every client leaves our studio feeling satisfied with the outcome.
If you would like to upgrade from one service to another (for example, from a basic hem adjustment to a full garment redesign), we can apply the value of your original service toward the new service, with you paying only the difference in price. Such upgrades must be requested before the original service has been completed to be eligible for price adjustment.
8. How to Request a Return or Adjustment
To initiate a return, refund, or adjustment request, please follow these steps:
- Contact us by phone at +1 713-621-3441 or visit our studio to discuss your concern
- Provide your original service receipt or order confirmation number
- Describe the specific issue or concern in detail so our team can prepare for an efficient review
- Bring the garment to our studio for inspection during our regular working hours
Our team will review your request promptly and work with you to determine the most appropriate resolution. Most adjustment requests are completed within 3 to 5 business days, depending on the complexity of the work required. We will keep you informed of progress throughout the process and notify you as soon as your garment is ready for pickup.
9. Force Majeure
Throxxenix shall not be liable for any delay or failure to perform its obligations under this Return Policy if such delay or failure results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, governmental actions, supply chain disruptions, or other events of force majeure. In such cases, we will make commercially reasonable efforts to resume performance as soon as practicable and will communicate any expected delays to affected clients.
10. Changes to This Return Policy
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to this page with an updated revision date. We encourage you to review this policy periodically to stay informed of our latest terms. Your continued use of our services following any changes constitutes your acceptance of the revised policy. Any services rendered prior to a policy change will be governed by the version of the policy that was in effect at the time of service.
11. Contact Information
If you have any questions about this Return Policy, please reach out to us:
Throxxenix
1800 Post Oak Blvd # 5130, Houston, TX 77056, US
Phone: +1 713-621-3441
Email: touch@throxxenix.world
We value your business and are committed to ensuring your satisfaction with every service we provide. Please do not hesitate to contact us with any questions or concerns. You may also visit our Contacts page for additional ways to reach our team.