Refund policy
Last updated: 27 September 2026
FFM products are made to order, often using denim supplied by the customer. Each finished piece reflects the characteristics of that particular fabric. This Policy explains when a product can be returned, how FFM assesses a suspected workmanship defect, and the repair support available to the original purchaser or verified gift recipient. Pickup, delivery, cancellation and transit-loss issues are addressed in FFM’s Shipping, Pickup & Cancellation Policy.
1. Scope and definitions
1.1 Eligible claimant means the original purchaser who placed the order with FFM, or a verified gift recipient who can identify the purchase by its valid order number and original purchaser details. The repair support described in this Policy is provided to an eligible claimant and does not transfer to second-hand or resold products.
1.2 Workmanship defect means a problem attributable to how FFM assembled, attached or finished the product that arises under normal use. A product’s age or the timing of a complaint does not, by itself, establish whether a problem is a workmanship defect.
1.3 Normal variation means a difference arising from the size, condition, fading, colour, thickness, stretch, texture or usable area of the supplied denim or rescued fabric, within the design and size tolerance stated below.
1.4 Repairable means that, following inspection, FFM can reasonably and safely restore the affected part using suitable materials and methods available to its workshop. An assessment based on photos is preliminary; physical inspection may be required.
2. Made-to-order products and change-of-mind returns
2.1 FFM makes each bag for an individual order using customer-supplied denim or the fabric option selected at purchase. Accordingly, FFM does not accept a return, exchange or cancellation after delivery solely because the customer has changed their mind, dislikes the natural appearance of the supplied fabric, or prefers a different colour or design.
2.2 Product photographs illustrate the design, not the exact appearance of a bag made from a different garment. Colour, fading, texture, existing marks and placement of fabric details can vary. Finished dimensions may vary by up to 10% from those shown on the applicable product page, depending on the size, condition, thickness and stretch of the fabric supplied. Texture and colour variation are not measured by that percentage.
2.3 This section does not prevent a customer from reporting a workmanship defect, a product materially different from the design ordered, or the wrong item delivered. A variation inherent in upcycling is not, by itself, a defect; FFM will assess the actual issue raised.
3. Lifetime workmanship repair support
3.1 FFM offers eligible claimants repair work without a repair charge for a confirmed workmanship defect, for the usable life of the product, where the affected area can be repaired safely and suitable materials are available. This is repair support, not a promise that every component will last indefinitely or that every issue arising over time is a manufacturing defect.
3.2 Examples of issues that may qualify, if caused by FFM’s workmanship under normal use, include:
- A seam or fabric panel coming apart because of its assembly;
- A strap or handle becoming detached because of its attachment;
- A lining or internal support becoming detached because of its construction; or
- A zipper or fitting failing because it was installed or attached incorrectly.
3.3 FFM assesses the cause of an issue using the information supplied by the customer and, where necessary, inspection of the product at its workshop. Inclusion in the examples above does not mean every seam, strap, lining, zipper or fitting problem is automatically covered.
3.4 A covered repair has no repair labour or necessary repair-material charge. If a confirmed workmanship defect is reported within 30 days of delivery, FFM will arrange and cover the two-way pickup and return courier charges. For confirmed workmanship defects reported after 30 days of delivery, the customer is responsible for the actual pickup and return courier charges. FFM will explain the estimated two-way logistics cost before arranging collection and communicate the actual charge. The customer should not send a product for repair without first receiving FFM’s instructions.
3.5 If a confirmed workmanship defect cannot be repaired safely or suitably, FFM will review the product’s condition, age, cause of failure and available options and discuss an appropriate resolution with the customer. This Policy does not promise an automatic replacement, store credit or refund in every such case.
4. Issues not covered by free workmanship repair
4.1 Free workmanship repair does not cover a problem caused by normal wear; fading or weakening of pre-owned denim; stains or spills after delivery; abrasion; cuts, snags or tears; overloading; improper storage or cleaning; exposure to water, heat, oil or chemicals; accidental damage; or alterations or repairs carried out by someone other than FFM.
4.2 In particular, a stain appearing two or three days after delivery is not classified as a workmanship defect simply because it appeared soon after purchase. FFM will assess any claim that a mark or damage was already present on delivery using the order information and evidence available.
4.3 Wear of zipper teeth, sliders or other components over time is distinct from faulty installation. FFM offers paid replacement of a zipper worn through ordinary use where its workshop determines that replacement is practical. Apart from that zipper service, this Policy does not establish a general paid-repair service for stains, accidental tears or other wear.
4.4 Customers should follow the care instructions supplied with the product. For the denim bags described on the product pages, this includes spot cleaning or dry cleaning where specified and avoiding machine washing. A failure to follow the applicable care instructions may affect whether an issue can be treated as a workmanship defect.
5. Requesting assessment
5.1 The eligible claimant must write to info@filament.co.in with:
- The order number and a description of the issue;
- Clear photographs of the entire product and the affected area; and
- A short video if movement or use of a component is needed to show the issue.
5.2 FFM will review the information first. If the evidence clearly shows an excluded issue, FFM may explain that finding without arranging a pickup. If a workmanship issue appears possible or the cause cannot be determined from the evidence, FFM may offer workshop inspection. An initial view based on photos or video is not final confirmation that a repair is covered.
5.3 Before collection, FFM will inform the customer of the estimated pickup and return courier charges (where applicable under section 3.4). Following physical inspection, FFM will explain whether it considers the issue a covered workmanship defect, a worn zipper eligible for a paid replacement, or an issue outside the services described in this Policy. FFM may share inspection photographs or other relevant findings. A customer may provide further relevant evidence if they disagree with the assessment.
5.4 Where a workmanship repair is confirmed and practical, FFM will perform the repair without a repair charge. If inspection shows an excluded issue, FFM will return the product without repair; the customer remains responsible for the actual pickup and return courier costs previously explained.
6. Paid zipper replacement
6.1 A request to replace a zipper worn through ordinary use begins with the email assessment described in section 5. The customer pays the actual two-way courier charges whether or not they subsequently approve the repair.
6.2 FFM will inspect the bag at its workshop and then provide a separate quote for the zipper replacement. The quote may depend on the zipper type, construction of the bag, suitable parts and work required. FFM will not begin a paid repair until the customer accepts the quote.
6.3 If the customer declines the repair quote, FFM will return the bag without carrying out the repair. The customer remains responsible for the pickup and return courier charges agreed before collection.
7. Wrong item or materially wrong design
7.1 If FFM delivers a product other than the one ordered, or the product is materially different from the design selected for reasons unrelated to the inherent variation of upcycled fabric, the customer should email info@filament.co.in with the order number and photographs.
7.2 Once FFM confirms the error, FFM will arrange and pay for collection and return delivery needed to correct the order, without an additional charge to the customer. FFM will discuss the practical correction with the customer before proceeding. Normal fabric and dimension variations described in section 2 do not, by themselves, constitute a wrong item or design.
8. Packing, transit and repair timing
8.1 A customer sending a bag to FFM for an authorised inspection or repair must pack it securely, remove personal belongings and follow the collection instructions FFM provides. The customer should keep the pickup tracking record and may photograph the bag and sealed parcel before handover.
8.2 Repair timing depends on the condition of the bag, the nature of the work and availability of suitable materials. Most standard repairs are completed within 14 to 21 business days from arrival at our workshop. FFM will provide an updated estimate after physical inspection and promptly inform the customer of any significant expected delay.
8.3 Visible damage or loss in an FFM-arranged repair shipment should be reported promptly with the order and tracking numbers. FFM will investigate it with the logistics partner. This section does not change the separate process for a product purchased and delivered under the Shipping, Pickup & Cancellation Policy.
9. Contact and related policies
All return, workmanship and repair requests must begin by email to info@filament.co.in with the order number. Customers may also use the official WhatsApp link at filament.co.in for general questions, but an official repair request requires an email and supporting evidence.
This Policy should be read with FFM’s Shipping, Pickup & Cancellation Policy and Terms & Conditions. FFM will apply the version of its customer-facing policy made available for the order, subject to applicable law.