Refund policy

Last updated: July 20th, 2026

At Neems Jeans, every pair is made for you based on your order details, fit preferences, and measurements. Because our products are custom-made, our returns, remakes, and cancellations policy is different from standard off-the-rack apparel.

Please read this policy carefully before placing your order.

1. When Your Order Is Ready for Production

Your order is not ready for production until we receive all information required to make your jeans, including your measurements and any other fit or style information we reasonably request.

If you place an order but do not submit your measurements, we cannot begin making your jeans. Any stated production or shipping timeline begins only after your measurement information and other required order details are complete.

2. Free Remakes

We offer free remakes if you contact us within 14 calendar days of delivery, based on the delivery date shown by the carrier tracking link.

To qualify for a free remake:

  • you must contact us within 14 calendar days of delivery;

  • the issue must relate to fit, measurements, construction, or another issue reasonably eligible for a remake;

  • you must provide any fit feedback, photos, videos, or measurements we reasonably request;

Free remakes are intended to help us correct fit or production issues. We reserve the right to determine, in good faith, whether a remake, alteration, return, store credit, or another solution is appropriate.

If you do not contact us within 14 calendar days of delivery, your order will no longer be eligible for a free remake, but we may still offer store credit, alteration guidance, or another courtesy solution at our discretion.

3. Returns

We offer returns if both of the following are true:

  1. you request the return within 14 calendar days of delivery, based on the delivery date shown by the carrier tracking link; and

  2. the return request is made within 45 calendar days of the original purchase date.

Eligible returns will be refunded to the original payment method, minus a $15 shipping and processing fee, unless otherwise required by law.

To qualify for a return:

  • you must follow our return instructions;

  • you must provide any order information reasonably needed to process the return.

Items that are damaged, altered, heavily worn, washed, or returned outside the allowed return window may be refused or may be eligible only for store credit, at our discretion.

4. Cancellations Before Production

You may cancel your order for a refund to the original payment method within 45 calendar days of the original order placement date, minus a $5 processing fee, provided your order has not yet entered production.

For purposes of this policy, an order has entered production once we have begun production-related work, including creating or approving a production file, cut file, pattern, fabric allocation, factory instruction, or other custom production step for your order.

Once an order has entered production, it may no longer be eligible for cancellation to the original payment method. In that case, we may offer store credit or another solution at our discretion, unless otherwise required by law.

5. Orders Without Submitted Measurements

If you place an order but do not submit your measurements, we will not be able to make your jeans until your measurement information is complete.

For orders where measurements or required fit information have not been submitted:

  • cancellation requests made within 45 calendar days of order placement are eligible for a refund to the original payment method, minus a $5 processing fee, unless otherwise required by law;

  • after 45 calendar days from order placement, the order will no longer be eligible for cancellation to the original payment method, unless otherwise required by law;

  • instead, the full remaining order value will remain available to you as store credit toward a future Neems Jeans order.

This policy helps us keep our custom production process manageable while making sure your order value remains available if you do not complete your measurements within the initial cancellation window.

6. Store Credit After 45 Days

If more than 45 calendar days have passed since the order placement date, refunds to the original payment method are not available unless required by law.

If your order has not yet been fulfilled, or if we determine that a courtesy resolution is appropriate, we may issue store credit. Store credit may be used toward a future Neems Jeans purchase and is not redeemable for cash unless required by law.

7. Processing Fees

The following fees may apply:

  • $15 shipping and processing fee for eligible returns;

  • $5 processing fee for eligible cancellations refunded to the original payment method.

These fees help cover payment processing, shipping, administrative, and customer support costs. Fees may be waived at our discretion or where required by law.

8. How to Request a Remake, Return, Cancellation, or Store Credit

To request a remake, return, cancellation, or store credit, please contact us at:

Email: support@neemsjeans.com

Please include your order number and or the email address associated with the original order.

We may ask for additional information to verify your order, review eligibility, or process your request.

9. Refund Timing

Approved refunds will be processed to the original payment method. After we issue a refund, your bank, credit card issuer, or payment provider may take additional time to post the refund to your account.

Store credits will be issued by email or another method we choose.

10. Abuse, Fraud, and Policy Exceptions

We reserve the right to deny or limit remakes, returns, cancellations, refunds, or store credits in cases of suspected fraud, abuse, excessive claims, chargeback abuse, policy manipulation, or violations of our Terms of Service.

We may make exceptions to this policy at our discretion. Any exception we make in one instance does not require us to make the same exception in the future.

11. Your Legal Rights

This policy does not limit any rights you may have under applicable law. If applicable law requires a different remedy, refund, return, cancellation right, or disclosure, we will comply with applicable law.