Terms and Conditions
These Terms and Conditions govern all purchases and use of services provided by CV Eraine Clothing, PT Eraine Azam Utama and Eraine Clothing (“we”, “us”, “our”, “Eraine”). By accessing our website, placing an order, or engaging with our services, you (“customer”, “you”, “your”) agree to be bound by the terms outlined below. We reserve the right to update or modify these Terms and Conditions at any time without prior notice. Continued use of our website or services after changes are posted constitutes acceptance of those changes.
1. General Terms
- All content on our website, including text, images, graphics, and videos, is the property of Eraine and protected under applicable intellectual property laws.
- Unauthorized use, copying, or distribution is strictly prohibited.
- We reserve the right to refuse service, cancel orders, or terminate customer relationships at our sole discretion.
2. Order Process and Design Approval
- Orders for custom clothing will only proceed to production after the customer confirms the final visual or graphic design in writing.
- By confirming the design, you accept full responsibility for the accuracy of all elements, including logos, text, placement, measurements, and colors.
- Customers are fully responsible for checking and confirming all size charts and measurements provided. We strongly advise reviewing the size guide thoroughly before placing an order. Any dissatisfaction related to sizing, if it matches the confirmed chart does not qualify for refund, exchange, or complaint.
- Once the customer receives the mockup or final design visual, it is the customer’s responsibility to respond in a timely manner. For urgent or time-sensitive orders, failure to respond within the required timeframe may result in automatic approval and production continuation based on the latest mockup sent.
- Once production has started, no further changes to design, color, sizing, or placement will be accepted.
- Sample production before bulk order is available only at the customer’s expense and subject to feasibility.
- We are not responsible for any dissatisfaction, mistakes, or changes in preference after approval has been given.
3. Standard Logo/Application Sizing
- Unless specifically requested by the customer, all logos, text, or decoration elements are applied in a consistent, standard size across all garment sizes within the same order. This may result in proportionally larger appearance on smaller garments, and smaller appearance on larger garments.
- If proportional resizing (scaling) of logos or artwork per size is required, it must be clearly requested and discussed during the design or quotation stage, as it may affect the production method and pricing structure.
- We will not be responsible for dissatisfaction due to proportional differences if no prior request was made.
4. Production Timeline and Delivery
- Production timelines vary based on order quantity, design complexity, materials used, and current production capacity.
- Estimated delivery timelines will be communicated after full order confirmation and payment.
- We are not liable for delays caused by logistics partners, customs clearance, acts of God, or any other external factors beyond our control.
- International customers are responsible for any customs duties, taxes, or import charges incurred in their country.
- Production or delivery delays due to unforeseen circumstances, including but not limited to supplier disruptions, extreme weather, transportation strikes, or government restrictions, do not entitle the customer to cancel the order or request a refund, unless otherwise agreed in writing.
5. Pricing and Payment
- Prices are determined based on clothing type, design complexity, quantity, material selection, and size breakdown.
- All customers must provide complete and accurate order details for us to generate a valid quotation.
- Full payment is required in advance before any production begins.
- Payments can be made via bank transfer or other approved methods. Proof of payment must be submitted for verification.
- Any late changes to specifications after payment may result in additional charges and production delays.
6. Product Variations and Tolerances
- Minor variations (±5%) in color shades, fabric texture, print placement, and garment measurements may occur due to the nature of manufacturing and materials.
- Such differences are not considered defects and do not entitle the customer to refunds, returns, or remakes.
7. Returns, Complaints, and Dispute Resolution
- We do not accept returns or offer refunds for custom-made products unless there is a clear and verified manufacturing error on our part.
- All complaints must be submitted in writing within 3 days of receiving the goods, along with photographic evidence.
- Complaints submitted without clear photo or video evidence will not be entertained. We reserve the right to reject any complaint that lacks objective and verifiable proof.
- We reserve the right to assess the issue and offer a suitable resolution, which may include repair, remake, or partial credit.
- Complaints raised after public defamation (e.g., social media posts or viral videos) without prior attempt to resolve privately may be disregarded and subject to legal review.
- We reserve the full right to deny any refund, replacement, or compensation claims that are not supported by adequate evidence, or in cases where the product was made according to the confirmed specifications and approved design.
8. Receiving and Inspection
- All items are thoroughly counted, inspected, and size-verified by our team prior to packing. Photo and/or video documentation is taken as part of our internal SOP for every batch before delivery.
- Upon receiving the parcel, the customer is responsible for checking the quantity, sizes, and condition of the items within 24 hours of receipt. Any shortage or defect must be reported with photo/video evidence.
- Claims of missing items made after the 24-hour window or without sufficient evidence (e.g., unpacking video, tampered packaging) will not be entertained.
- If there is a discrepancy between our packing records (with photo/video proof) and the customer’s claim, our documented records will be considered final.
9. Customer Conduct and Communication
- We expect respectful and professional communication at all times.
- We reserve the right to refuse or discontinue service to customers who display abusive, threatening, racist, or unreasonable behavior.
- Repeated harassment, foul language, or manipulation of our processes may result in order termination without refund.
10. Intellectual Property
- All designs created by our team remain the intellectual property of Eraine unless otherwise agreed in writing.
- Client-submitted designs are assumed to have proper usage rights. We are not liable for any copyright violations caused by customer-submitted materials.
11. Limitation of Liability
- To the fullest extent permitted by law, we shall not be held liable for any indirect, incidental, or consequential damages resulting from your use of our products or services.
- Our total liability for any claim shall not exceed the total amount paid by the customer for the specific order in question.
12. Governing Law and Jurisdiction
- These Terms and Conditions shall be governed by and interpreted in accordance with the applicable laws and regulations of the jurisdiction relevant to the entity handling the transaction.
- Any disputes arising shall be resolved under the laws and within the courts of the same jurisdiction.