Because garments are printed only after a drop closes, this policy is not the same as a normal shop's. It is set out in full below, but the three rules that matter are these.
1. Before printing starts, you can cancel for a full refund, for any reason. Nothing has been made yet.
2. If your parcel has not shipped by the ship-by date, you get all your money back without having to ask.
3. If it arrives damaged, faulty, or outside the published size guide, it is replaced or refunded. Postage is not your cost.
Email preorder@ikitai.co with your order number any time before the drop's close date. You will be refunded in full to the original payment method. No reason is needed and none will be asked for.
Every drop publishes a date by which every parcel will have been dispatched. It is shown on the product page, at checkout, and in your confirmation email.
If that date passes and your parcel has not been dispatched, you are entitled to a refund of everything you paid, including shipping. You do not need to request it, chase it, or justify it. If a delay is looming you will be told before the date, not after, and offered the choice between waiting and taking the refund.
Tell us within 7 days of delivery and send a photograph. This covers a print flaw, a tear or stain, a seam fault, the wrong item, or a garment that measures outside the published size guide.
You will be offered a replacement from the spare garments kept back for exactly this, or a full refund where no replacement exists. Return postage is paid by IKITAI, and you will not be asked to pay for a replacement.
Outside the statutory rights described below, a change-of-mind return is not possible once a garment has been printed. The garment exists because you ordered it; there is no next customer for it, and no stock for it to return to. This is why the size guide is in front of the pay button and why this page says so plainly rather than in a clause at the bottom.
You have a statutory right to cancel within 14 days of receiving your order, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK and the Consumer Rights Directive in the EU. IKITAI honours this right in full.
Some sellers of made-to-order goods claim the exemption for "personalised" items. A garment printed in a standard size from a published size chart is not personalised to you, so that exemption is not relied on here.
To exercise it, email preorder@ikitai.co within 14 days of delivery. Return the garment unworn and unwashed with its packaging. You pay the return postage; everything you paid, including the original shipping charge, is refunded within 14 days of the garment arriving back. If the garment comes back worn, washed or damaged, a reduction may be applied for the lost value.
Always to the original payment method, through Razorpay — a refund cannot be redirected to a different account, which is a fraud-prevention constraint rather than a preference. Refunds are issued within 3 working days of being agreed. Your bank or UPI provider then takes its own time, typically 5–7 working days, which is outside anyone's control here.
Refunds are for the full amount paid including the shipping charge, except for a statutory UK or EU cancellation, where the return postage is yours.
Everything is sent tracked. If tracking stops moving for 10 working days, or shows delivered somewhere you are not, write in. A claim will be opened with the courier and you will be sent a replacement or refunded without waiting for that claim to conclude. The courier's delay is not your problem to carry.
This policy sits on top of the Consumer Protection Act 2019 in India and the equivalent consumer legislation wherever you live. Where the law gives you more than this page does, the law wins.
Email preorder@ikitai.co with your order number and, if something is wrong with the garment, a photograph. If you are not satisfied with the response, the grievance officer is named and bound to acknowledge within 48 hours and resolve within one month.