Perfect Fit Guarantee: Free Remakes and Returns
Custom clothing can be tricky, and getting everything perfect on your first try doesn’t always happen. Don’t worry though, we’re committed to doing what we can to help you get the perfect fit. If you don’t 100% love how your custom order fits, we’re more than happy to provide a complimentary alteration or remake. We excel at making alterations and remakes quick and hassle-free. Note: In addition to complimentary alterations, custom clothing can also be returned for refunds or exchanges, subject to the Return & Exchange policy below. Effective on orders starting May 5, 2019.
- Alteration and remake requests must be initiated within 30 days of when you receive your order, including completing the necessary information requested by Fit Specialists.
- In order to qualify for Sene's in-house alterations service, the garment being altered must be mailed out within 30 days of receiving the item to qualify for complimentary alterations.
- After a remake or alteration request has been submitted, please expect 3 weeks for a remake.
- In order to request an alteration or remake, you must return your original garment to Sene via a prepaid shipping label.
- Each customer is entitled to up to unlimited remakes. One is usually enough, but you get more just in case. Sene reserves the right to stop offering remakes to customers who are deemed to be abusing the flexibility of the policy.
- Alterations and 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.
- If you choose to use a local tailor, we’re happy to reimburse (as store credit) up to $125 for a suit, $75 for a jacket, $50 for dress pants, $30 for casual pants/denim, and $15 for a T-shirt.
- Receiving a complimentary remake on a piece of custom clothing does not disqualify you from a full refund. You’ll just need to return both the original and the remade version of the garment to us to receive a refund.
- Customers who neglect to provide information requested by Fit Specialists (i.e., photos of fit issues) within the 30 Day period will not qualify for alterations or remakes
- Sample Sale purchases are not eligible for alterations or remakes
If you’re not 100% satisfied with your custom order, you may return it for a full refund within 30 days of delivery.
- All refunds will be credited to your original form of payment or a Sene Gift Card.
- Custom products must be put back in the mail within 30 days of when they were delivered to qualify for a return or exchange. However, if you've initiated a Fit Review by sending photos, the clock for the 30 days will be paused. A new 30 Day period will begin when you receive your remade garments.
- Receiving a complimentary remake on a piece of custom clothing does not disqualify you from a full refund. You’ll just need to return both the original and the remade version of the garment to us to receive a refund.
- Any products that are damaged are not eligible to be returned. This includes burning items with an iron or dry cleaning non-dry clean appropriate products.
- To exchange discounted items for higher priced items, you must pay the difference.
- Processing time for returns and exchanges is up to 7 business days.
- Sene is not liable for returns that are lost in transit. Customers should keep record of tracking information to minimize confusion.
- Exchanges and remakes are all subject to stock and fabric availability.
- If the tracking number for the return package does not go live within 30 days of receiving the order, customer will not be eligible for a refund.
- Our return policy is not a warranty or a rental service. Products with any signs of wear will not be accepted as returns.
- Customers deemed to be abusing our return policy may be restricted from making additional purchases. Sene reserves the right to refuse to do business with any customer for any reason.
- Customers are responsible for any incurred customs duties, fees or taxes. These fees are non-refundable.
- Sample Sale purchases, wholesale and gift card orders are not eligible for returns and exchanges.