Effective Date: Jan 10, 2026
At thetransgate.com, we want you to be completely satisfied with your ready-made garments purchase. This policy outlines the conditions and procedures for returns and refunds of clothing and fashion products.
1. Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- Timeframe: Returns must be initiated within 7 days of the delivery date.
- Condition: The item must be unused, in its original packaging, and in the same condition that you received it.
- Original Condition for Garments: For clothing, outfits, and other fashion products, the item must be returned unworn, unwashed, with all original tags attached, and in its original packaging. Any signs of wear, alteration, or damage may lead to refusal of return or a restocking fee.
- Proof of Purchase: A valid receipt or proof of purchase from thetransgate.com is required.
Non-Returnable Items:
- Used or worn garments, altered clothing, or items that show signs of use.
- Items missing original tags, packaging, or any included accessories.
- Customized or personalized clothing (unless defective and reported immediately upon receipt).
- Items damaged due to misuse, neglect, or improper care.
- Any item not in its original condition or missing parts for reasons not due to our error.
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email our customer service team at info@thetransgate.com within the eligible 7-day window, providing your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: Our team will review your request and, if approved, provide you with a Return Authorization (RA) number and instructions on how to send back your item. Please do not send your item back without an RA number.
- Package Your Item: Securely package the item(s) in their original packaging, ensuring all tags and documentation are included. Clearly write the RA number on the outside of the package.
- Ship the Item: You will be responsible for paying your own shipping costs for returning your item unless the return is due to our error (e.g., wrong item sent, defective product). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
3. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Approved Refunds: If approved, your refund will be processed, and a credit will be automatically applied to your original payment method within 7–14 business days (adjusted based on your payment processor/bank processing times).
MANDATORY COMPLIANCE CLAUSE:
Refunds will be made only through the Original Mode of Payment.
- Partial Refunds: In certain situations, a partial refund may be granted (e.g., if garments are not in their original condition, show signs of wear, or are missing tags or packaging for reasons not due to our error). A restocking fee may apply.
4. Exchanges
If you receive a defective or damaged item, we will happily exchange it for the same item. Please contact us immediately at info@thetransgate.com to arrange an exchange.
5. Damaged or Defective Items (Upon Arrival)
If you receive an item that is damaged or defective upon arrival, please contact us immediately (within 24–48 hours of delivery) with the following:
- Your order number
- A clear description of the damage or defect
- Photographs or video evidence clearly showing the damage/defect
We will assess the situation and provide instructions for a replacement or refund, covering any associated shipping costs for the return of the defective or damaged garment.
6. Contact Us
If you have any questions about our Return & Refund Policy, please contact us at:
- Email: [info@thetransgate.com]
