Terms of service

Last updated: 27 September 2026

Filament Fabrics & More (FFM) Private Limited

These Terms & Conditions govern purchases from filament.co.in and FFM's made-to-order upcycling service. The website and products are operated by Filament Fabrics & More Pvt Ltd (“FFM”, “we”, “us”). By placing an order, the customer (“you”) agrees to these Terms and to the policies linked at checkout. Please read the product page and applicable policies before ordering.

1. Scope and related policies

1.1 FFM makes and sells bags and other textile products, including products made using garments supplied by the customer and products made from FFM's rescued fabric. The selected product page identifies the design, price, fabric requirement and other product-specific information.

1.2 FFM's Shipping, Pickup & Cancellation Policy governs collection, delivery, customer-requested cancellation and shipment loss or damage. FFM's Returns & Repairs Policy governs change-of-mind returns, normal upcycling variation, workmanship repair support, paid zipper replacement and errors in the delivered product. FFM's Privacy Policy explains how personal information is handled.

1.3 These policies form part of the terms of an order. If a general provision here appears inconsistent with a more specific provision of an applicable policy, the specific provision will govern that issue, subject to applicable law. FFM will make the customer-facing version applicable to the order available to the customer.

1.4 Orders placed through the standard website checkout are governed by these Terms and the applicable retail policies, including where an organisation buys a standard product without a separately agreed arrangement. Bulk orders, corporate or institutional orders, NGO collaborations and FFM Impact projects involving customised products, collections or services may instead be governed by a written quotation, proposal, statement of work or separate bulk-order terms expressly accepted by FFM and the customer. That written agreement should identify which of these Terms and retail policies, if any, also apply. Its specific provisions prevail over any inconsistent retail provision for that order, subject to applicable law. Retail pickup, delivery estimates, cash-on-delivery, cancellation and lifetime repair commitments do not automatically extend to such a separately agreed project.

2. Eligibility, accounts and customer information

2.1 A person placing an order must be legally able to enter into a purchase contract or act with the consent and supervision of a person who can. The customer must provide accurate name, contact, pickup, delivery and payment information and promptly tell FFM about a material change.

2.2 The customer is responsible for activity through their account and for keeping account credentials confidential. FFM may contact the customer using the details supplied to confirm an order, coordinate pickup or delivery, seek instructions about the supplied garment, or address a complaint.

2.3 An order is accepted when FFM confirms it. FFM may contact the customer before acceptance if the selected fabric option, service address, payment or product availability requires clarification. If FFM cannot fulfil an accepted order and cancels it, it will refund any amount collected for that order.

3. Products, photographs and natural variation

3.1 Product images show the intended design and representative examples. A product made using customer-supplied denim will reflect that garment's colour, fading, texture, thickness, stretch, wear and usable area. Placement of pockets, labels or other details requested by the customer is subject to the design and suitability of the material. FFM will use reasonable care in considering an optional preservation request but does not guarantee that a particular detail can be incorporated.

3.2 Depending on the supplied material, FFM may use suitable rescued fabric alongside the usable parts of a customer garment. Finished dimensions may vary by up to 10% from those on the relevant product page. Colour and texture variation are not measured by that percentage. These normal characteristics are explained further in the Returns & Repairs Policy.

3.3 A materially wrong design, a wrong product or a suspected workmanship defect may be reported under the Returns & Repairs Policy. Normal fabric variation does not, by itself, make a product defective.

4. Customer-supplied garments and authorisation

4.1 By sending a garment, the customer confirms that they own it or have permission to submit it for cutting, alteration and transformation into the ordered product. The customer should send only the garment or fabric agreed for the order, keep it clean and ready, and remove money, documents, jewellery and other belongings from it before handover.

4.2 The garment remains the customer's property while being collected and until it is transformed for the order. The order price pays for FFM's product and service; FFM does not separately purchase or appraise the supplied garment. FFM cannot assign a monetary value to the personal memories or sentimental value associated with it. In the event of inbound transit loss or damage, remedies are governed strictly by the Shipping, Pickup & Cancellation Policy and are limited to the service price paid or equivalent rescued fabric options.

4.3 The customer authorises FFM to assess, deconstruct, cut and incorporate suitable parts of the garment into the ordered product. Once work begins, unused offcuts and portions unsuitable for the design may be retained by FFM and sent to its recycling partners or otherwise responsibly repurposed. They will not be returned with the finished product. The finished product belongs to the customer upon completion of the transaction, subject to payment of the applicable order price.

4.4 If a garment cannot be used safely or suitably for the order, or does not provide enough usable fabric, FFM will contact the customer about available options in accordance with the product page and applicable policies. FFM may combine usable portions with its rescued fabric when needed for the selected design. If a customer cannot be reached or does not provide instructions within 30 days of notification, FFM reserves the right to responsibly repurpose or recycle the material.

5. Price and payment

5.1 Prices shown at checkout are in Indian rupees. Standard FFM-arranged pickup and final delivery at a serviceable Indian address are included in the product price. Any separately agreed arrangement, such as a customer-booked courier or post-pickup cancellation, is governed by the written agreement and Shipping, Pickup & Cancellation Policy.

5.2 FFM offers the payment methods displayed at checkout, which may include prepaid electronic payment and cash on delivery where available. The customer must pay the confirmed order amount using the selected method. Any promotion or discount applies according to its stated terms; the amount actually paid is the amount used when a prepaid order refund is due.

5.3 FFM may correct an obvious listing or pricing error before accepting an order. If such an error is identified after payment and FFM cannot honour the order, FFM will explain the issue, cancel the order and refund the amount collected. FFM will not add an undisclosed charge to a confirmed order without the customer's agreement.

6. Pickup, delivery and cancellation

6.1 FFM normally arranges pickup through third-party logistics partners at serviceable locations in India. Pickup is usually arranged within 0–2 days of order placement. Finished products are typically delivered around 14 days from pickup. These are estimates; the full process and alternatives where pickup is unavailable are in the Shipping, Pickup & Cancellation Policy.

6.2 A customer may cancel without a pickup charge before the garment is collected. After collection but before receipt by FFM, cancellation remains possible subject to the actual inbound and return courier costs. Once the garment reaches FFM's workshop, assessment and made-to-order work begin and a customer change-of-mind cancellation is no longer available. The Shipping, Pickup & Cancellation Policy sets out the prepaid and COD procedures.

6.3 FFM will investigate a delayed, lost or damaged FFM-arranged shipment with its logistics partner and apply the remedy specified for the relevant inbound or outbound, prepaid or COD scenario in the Shipping, Pickup & Cancellation Policy. Customer-booked shipments are addressed separately there. No clause in these Terms transfers all shipment risk to the customer merely because FFM handed a parcel to a courier.

7. Returns, repairs and care

7.1 Made-to-order products are not returnable solely because the customer changes their mind after delivery. This does not prevent the customer from reporting a wrong product, materially wrong design or suspected workmanship defect under the Returns & Repairs Policy.

7.2 An eligible claimant (the original purchaser or verified gift recipient) may request FFM's lifetime workmanship repair support for a confirmed, repairable workmanship defect, subject to the conditions, timelines, and applicable pickup and return courier arrangements stated in the Returns & Repairs Policy. An issue caused by ordinary wear, stains, misuse or accidental damage is not automatically a workmanship defect. FFM may offer paid replacement of an ordinarily worn zipper after inspection and a customer-approved quote.

7.3 The customer should follow the care instructions supplied with the product. Where the product page specifies spot cleaning or dry cleaning, the product should not be machine washed. Specific care guidance for a product takes precedence over generic advice elsewhere on the website.

8. Product photography and customer content

8.1 FFM may photograph a garment during assessment and the finished product for production records, quality control, portfolio examples, catalogues, website content and social media. FFM may use non-identifying images of the product for promotional purposes unless the customer writes to info@filament.co.in with the order number to opt out. FFM is not required to seek individual approval before each use.

8.2 FFM will not intentionally publish a customer's name, contact information, order note, personal story or other identifying details with those product images without separate permission. Customers should remove visible personal identifiers from garments if they do not want them included in a product photograph and may also inform FFM of a specific concern in writing.

8.3 If a customer submits a review, testimonial, photograph or other content for publication, FFM will seek or rely on the customer's separate permission for the proposed use. A private order note or garment-preservation instruction is not, by itself, permission to publish the customer's story.

9. Website content and acceptable use

9.1 The FFM name, logos, product photographs, text and website designs belong to FFM or its licensors. Customers may use the website for personal shopping and may not copy or commercially exploit its content without permission.

9.2 Customers must not misuse the website, submit fraudulent orders or payment information, interfere with its operation, or upload unlawful or infringing content. FFM may decline or cancel an order affected by fraud or material misuse and will handle any payment collected according to applicable law and the facts of the case.

10. Service limitations and complaints

10.1 FFM will use reasonable care in making products and coordinating its third-party logistics partners. Delays may arise from transit disruptions, extreme weather, material suitability or events outside FFM's reasonable control. FFM will communicate a significant expected delay and address an order it cannot fulfil under the applicable policy.

10.2 FFM does not promise that a pre-owned garment will have the same strength, shade or appearance as new fabric. The specific remedies for non-delivery, a wrong item, a material design error and a workmanship defect are set out in the policies identified in section 1. Nothing in these Terms is intended to remove a remedy that cannot lawfully be excluded.

10.3 A customer with a complaint should email info@filament.co.in with the order number and relevant photographs or tracking details. FFM will review the information, may request further evidence or inspection where relevant, and communicate its response. The customer may use any consumer-redressal process available under applicable law.

11. Changes to these Terms

11.1 FFM may update these Terms and policies for future orders by posting a revised version on its website with an effective date. A later change will not retroactively replace the terms presented for an already accepted order, except where required by law or expressly agreed with the customer.

11.2 If a provision is held invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

12. Governing law and contact

12.1 These Terms are governed by the laws of India. Subject to applicable law, courts of competent jurisdiction in Kangra District, Himachal Pradesh, where FFM has its registered office, shall have jurisdiction over disputes arising from these Terms. This clause does not restrict a consumer's right to bring a complaint before a consumer commission or other forum that has jurisdiction under the Consumer Protection Act, 2019.

12.2 For order assistance, policy questions or complaints, email info@filament.co.in. The official WhatsApp contact link is available at filament.co.in. Please include the relevant order number.