At Hinkro Kente, each bespoke order is a custom, made-to-measure creation that involves significant design consultation, preparation, and hand-weaving. As such, we take the following approach to refunds:

1. Non-Refundable Deposits

• All bespoke orders require a non-refundable deposit to initiate work. This covers initial consultation, pattern development, and the cost of sample strip weaving.
• The deposit amount and terms will be outlined in the service agreement or invoice.

2. Refund Eligibility

Refunds are not guaranteed but may be considered under the following limited circumstances:

Project Cancellation Before Weaving Begins:

• If a client cancels before any weaving has started, and only consultation/design work has occurred, a partial refund may be issued excluding the deposit and any material costs incurred up to that point.

Defects in Final Product:

• If the final product arrives with significant, demonstrable defects (e.g., damage during delivery, major deviation from approved design), we will review the claim and may:
• Offer a partial or full refund,
• Reproduce the item at no cost, or
• Provide a store credit.

All claims must be submitted within 7 days of receipt, with clear photo evidence.

3. No Refunds Under These Conditions

Refunds will not be issued under the following circumstances:

• Change of mind after order confirmation
• Delay caused by late client approvals, feedback, or payments
• Dissatisfaction with a design that was previously approved
• Minor variations due to the handmade nature of weaving

4. Rush Orders

All rush orders are non-refundable due to the accelerated timeline, limited revision opportunities, and reallocation of resources.

5. Client Collaboration Requirement

To ensure quality outcomes, clients are expected to:

• Respond promptly to consultation communications and approvals
• Clearly express their expectations and desired changes at each step
• Failure to participate in the collaborative process may limit eligibility for refunds or revisions.

6. Dispute Resolution

In the event of a disagreement, Hinkro Kente will work in good faith to resolve the issue, which may include:

• Offering a revision or partial store credit
• Mediation through an independent third party if agreed upon