Refund & Cancellation Policy

1. Purpose and scope

This policy applies to orders and services from Mr. Sewing, operating under NINKONIYUMUTWARE NEXUS LTD, including bespoke garments, consultations, measurements, fittings, VIP house calls and alterations.

2. Custom-made orders

Your garment is made to your agreed design, fabric selection and measurements. Before you confirm, please check the design, fabric, measurements, price, timeline, delivery or collection arrangements and any extra charges. Once you confirm and pay, you agree that the order is made specially for you.

If you bring your own fabric or a sketch, the price depends on your fabric and everything your design needs, and we confirm it in your quote before the deposit. Once your order has officially started, the same rules apply as for any other order.

3. Cancelling before production

If you want to cancel before your order has officially started, contact us as soon as possible with your name, order details and reason. We will check the order status and any costs already spent, and tell you what applies. Any refund or deduction is decided for each order and communicated to you. A refund is not automatic just because production has not started.

4. After production starts

Once your order has officially started, fabric may be cut, materials bought and tailoring work done only for you. For this reason, we do not offer cancellations, returns or refunds after the official start.

5. Deposits and payments

• A deposit of at least 70% is required before production begins.
• Your timeline officially starts when you receive: “Your order is officially started.”
• The remaining balance is paid before or at final collection or delivery, as stated in your order confirmation.
• If we agree to a refund, we will tell you the amount and how it will be paid back to you.

6. Changes to your order

Changes to design, fabric, colour or measurements after you confirm can affect the price and time. Where we can, we will tell you about extra costs or delays before going ahead. After the official start, changes may not be possible. Alterations you request only because your preference changed may carry an extra fee.

7. Fit, defects and free adjustments

• Tell us within 72 hours: if you think your garment has a fitting problem or defect, contact us within 72 hours of receiving or collecting it. Describe the problem and, if useful, send photos and your order details.
• Free adjustments: where the problem relates to our work, we make free adjustments, provided the garment has not been worn, damaged or altered by anyone else.
• Later requests: requests after 72 hours, or problems caused by wear, damage, other tailors or wrong customer-supplied measurements, may carry alteration fees.
• Clothes you already own: the free 72-hour adjustment is for garments made by Mr. Sewing. For alterations and repairs of your own clothes, we inspect them first, give you the actual price after the inspection, and start the work once you agree to it.
• Your legal rights are not affected.

8. If we cannot complete your order

If we are unable to complete your order for a reason on our side, we will tell you promptly and agree a fair solution with you. This may include a refund of amounts you paid for work we did not deliver.

9. Matters that may not qualify

A refund may not be available where, for example:

• the garment matches the agreed order but you changed your mind;
• the problem comes from measurements you supplied;
• the problem comes from a fault that was already in fabric you supplied;
• the garment was worn, damaged, washed or altered by someone else after collection;
• you asked for a change that was not part of the original order;
• a finished garment is not collected as arranged.

These examples do not remove any remedy the law requires, for example where a garment does not match what was agreed.

10. Off-site visits and extra costs

Subject to availability and confirmation, we can arrange a consultation, measurements or fitting at your home, office or hotel in Kigali outside our workshop (a VIP house call). Extra charges apply:

• Transport fee: 10,000 RWF around Kigali, for our tailor to travel to you.
• Other charges: any consultation fee or other reasonable cost directly linked to the visit, where applicable.

We confirm the address, the time and all charges with you before the visit. These charges are separate from the garment price unless your quotation says otherwise. If you need to cancel or move a confirmed house call, please tell us as early as you can, and we will tell you how the transport fee is treated in your case.

11. Collection and storage

Finished garments are stored free for seven (7) calendar days from our notification that your order is ready. From day eight, a storage fee of 10% of the product cost per day may apply. If the accumulated fees reach 50% of the product cost, the garment may be treated as abandoned under our Terms & Conditions, subject to the law and your mandatory rights. Please contact us promptly if you cannot collect on time.

12. How requests are reviewed

To ask for a refund or another solution, send us your name, your order or payment reference if you have one, a clear explanation, the order date and the collection or delivery date, plus any proof such as the quotation, payment record or photos. We may ask for more information. We then tell you the outcome and, if a refund is approved, the amount and the next steps. We do not promise a fixed processing time unless we confirm one for your case.

To help us help you: check your quotation before confirming, give accurate measurements and contact details, keep your payment records until the order is complete, report problems promptly, and confirm any off-site visit charges before the visit.

13. Disputes

If you disagree with a decision about a cancellation, refund or extra charge, please contact us first with your order details so we can try to solve it directly and fairly. If we cannot, we may both agree to mediation or arbitration where the law allows. This policy does not set a fixed arbitration fee; any fees follow the procedure, agreement and law that apply. Otherwise, a competent court in Rwanda may handle the matter. Nothing here stops you from using a right that cannot lawfully be waived.

14. Applicable law

This policy is governed by the laws of the Republic of Rwanda. If any part conflicts with a mandatory legal requirement, that requirement applies. See also our Privacy Policy.

15. Contact us

For cancellations, refund questions or fitting concerns, contact Mr. Sewing, operating under NINKONIYUMUTWARE NEXUS LTD:

• Phone / WhatsApp: +250 787 411 501
• Email: mrsewingfashiondesigner@gmail.com
• Main workshop: Kigali, Nyarugenge, Karama, Norvège, KN 441 St
• Downtown location: MIC Building, by appointment only
• Working hours: Monday to Friday, 9:00 AM to 5:00 PM. Saturday: By appointment. Sunday: By appointment. Advance booking is required for weekend consultations or visits to your location.