Refund Policy

At RavenXp, we stand behind every order placed on our platform. Our refund policy is built around one simple promise: if the problem is on our end or our tailor's end, we will make it right — fully and promptly. We want every customer to feel safe ordering with us, and every tailor to feel protected from unreasonable claims.

Our Core Commitments

Every payment made on Ravenex is held in escrow.
Your money is NOT released to the tailor until you confirm that your order has been received and you are satisfied.
This means your money is always protected. You are never paying into a void.

When You Are Eligible for a Full Refund
You are entitled to a full refund in the following circumstances:
1. The tailor misses the agreed delivery deadline by more than 3 calendar days and you no longer wish to proceed with the order.
2. The finished outfit is completely unwearable due to a major error. for example, the wrong style was sewn, the garment is several sizes off, or a completely different fabric was used without your approval.

3. Your order is lost during delivery and cannot be recovered within 5 business days.

4. Ravenex is unable to find a suitable tailor for your request within 48 hours of your order being placed.
5. The tailor cancels your order after payment has been made.

Refunds in the above cases will be processed within 5 business days to your original payment method.

When You Are Eligible for a Free Alteration

If your outfit has minor issues that do not make it unwearable, we will offer one free alteration rather than a refund. This applies when:
1. The outfit fits slightly differently than expected due to minor measurement discrepancies.
2. There are small finishing details that do not meet the agreed specification for example, a button position, hem length, or sleeve adjustment.
3. The colour is a slightly different shade than expected, but the fabric type and general colour family are correct.

Alteration requests must be submitted within 48 hours of delivery. RavenXp may coordinate the alteration at no cost to you, with a turnaround of 3–5 business days.

When a Refund Will Not Be Issued

RavenXp will not issue a refund in the following situations:
1. You change your mind after sewing has commenced.
2. You provided incorrect measurements and the outfit was sewn to the measurements you supplied. (In this case, we will still offer alterations at a reasonable fee.

3. You requested a specific fabric or design that the tailor advised against, and the result is as expected given that choice.

4. The refund request is made more than 48 hours after delivery.
5. The garment shows signs of wear, washing, or alteration by a third party after delivery.

How to Request a Refund or Alteration
To raise a dispute or request a refund or alteration:
1. Contact RavenXp within 48 hours of delivery via WhatsApp or email.
2. Provide your Order ID (format: RVX-XXX) and a clear description of the issue.
3. Attach photos or video of the garment showing the issue clearly.
4. RavenXp will review the claim within 24 hours and provide a resolution.
5. RavenXp's decision is final in all disputes between customers and tailors.

Terms of Service
Please read these Terms of Service carefully before using the RavenXp platform, website, or any associated services. By placing an order or registering on RavenXp, you agree to be bound by these terms. If you do not agree with any part of these terms, please do not use our platform.

These Terms apply to all users of the RavenXp platform, including customers, tailors, and visitors.

RavenXp
Ravenex is a two-sided marketplace that connects customers who need custom clothing with skilled, verified tailors and fashion designers. Ravenex acts as an intermediary platform — we facilitate the connection, manage payments, coordinate logistics, and maintain quality standards. We are not ourselves a tailoring business; we are a technology and service platform.

Eligibility
By using RavenXp, you confirm that:
1. You are at least 18 years of age, or using the platform with the consent and supervision of a parent or guardian.
2. You are capable of entering into a legally binding agreement.
3. All information you provide during registration and ordering is accurate and truthful.
4. You are placing orders for legitimate personal or gifting purposes, not for resale without prior written agreement with RavenXp.

Orders and Payments
1. All prices on the platform are stated in Nigerian Naira (₦) for Nigerian customers, and US Dollars ($) for diaspora customers, unless stated otherwise.
2. Payment is collected in full at the time of order placement and held in escrow by RavenXp.

3. Payment is released to the tailor only after the customer confirms receipt and satisfaction, or after 48 hours of confirmed delivery with no dispute raised.
4. RavenXp reserves the right to adjust pricing, commission rates, and service fees with reasonable notice to users.

Order Fulfilment

1. RavenXp will use reasonable effort to match every order with a suitable, verified tailor within 48 hours.

2. Delivery timelines are estimates based on tailor availability and order complexity. Ravenex is not liable for delays caused by circumstances beyond its control, including but not limited to logistics failures, natural events, or public disturbances.
3. Customers are responsible for providing accurate measurements. Ravenex provides measurement guides to assist, but cannot be held responsible for fitting issues arising from incorrect measurements supplied by the customer.
4. All custom garments are made to order. RavenXp does not hold ready-to-wear stock.

Customer Conduct
Customers agree not to:
1. Attempt to contact or transact with Ravenex tailors outside of the platform in order to bypass platform fees.
2. Submit fraudulent refund requests or falsely claim dissatisfaction with correctly completed orders.
3. Use the platform for any unlawful purpose.

4. Post false or defamatory reviews about tailors or the Ravenex platform.

Violation of these conduct standards may result in suspension or permanent removal from the platform.

Intellectual Property
All content on the Ravenex platform, including the brand name, logo, design, written content, and photography is the intellectual property of RavenXp and may not be reproduced, copied, or distributed without prior written permission.

Ravenex's total liability to any customer shall not exceed the value of the specific order in dispute.

Governing Law
These Terms of Service are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of Nigerian courts, unless otherwise agreed in writing by both parties.

For customers based in the United States, RavenXp will use reasonable efforts to resolve disputes amicably before any formal legal action is pursued.

Changes to These Terms

RavenXp reserves the right to update or modify these Terms of Service at any time. Changes will be communicated via the website and, where possible, by email or WhatsApp notification. Continued use of the platform after changes are published constitutes acceptance of the updated terms.

Ravenex is committed to protecting your personal information. This Privacy Policy explains what data we collect, how we use it, and the choices you have. By using our platform, you consent to the practices described below.

Information We Collect

From Customers:
1. Name, phone number, and email address 2. Delivery address
3. Body measurements
4. Style preferences and order history
5. Payment information (processed securely through third-party providers — RavenXp does not store card details)
6. Photos or inspiration images you upload with your order

From Tailors:
1.Name, phone number, and business address
2. National Identification Number (NIN) or government-issued ID
3. Bank account details (for payouts)
4. Portfolio photos and skills assessment results

Our website uses cookies to improve your browsing experience and understand how visitors use our site. You can disable cookies in your browser settings, though this may affect some functionality of our platform.

Tailor Partner Agreement

This agreement governs the relationship between RavenXp and tailors who are accepted onto the RavenXp platform as independent service providers. By completing the onboarding process and accepting orders through RavenXp, you agree to be bound by the following terms.

Independent Contractor Status

Tailors on the RavenXp platform are independent contractors, not employees of RavenXp. RavenXp does not control how you organise your workshop, working hours, or methods — we only define the quality and service standards that must be met for all orders placed through our platform.

Tailor Obligations

As a RavenXp tailor partner, you agree to:
1. Maintain the quality standards assessed during your onboarding. Any decline in quality may result in suspension.
2. Complete all accepted orders within the agreed timeline. Inform Ravenex immediately if a delay becomes unavoidable do not wait until the deadline has passed.
3. Accept or decline incoming orders within 2 hours. Orders not responded to within 2 hours will be reassigned.
4. Not solicit or accept direct payments from RavenXp customers outside of the platform. All transactions must go through RavenXp.
5. Not share customer contact details or personal information with any third party.
6. Maintain a clean, professional working environment appropriate for the production of garments.
7. Cooperate with RavenXp quality checks, including submitting photos of completed garments before pickup.

Quality and Rating Standards

1. Every completed order is rated by the customer on a 1–5 star scale.
2. Tailors whose average rating falls below 3.8 stars will receive a formal warning and a performance review.
3. Tailors whose average rating falls below 3.5 stars after 20 or more completed orders will be suspended pending re-assessment.
4. Tailors who consistently deliver on time, maintain high ratings, and complete 50+ orders may be awarded RavenXp Certified status which includes featured placement on the platform.

Grounds for Removal

RavenXp reserves the right to remove a tailor from the platform immediately and without prior notice in the following cases:
1. Fraud or dishonest conduct — including accepting payment outside the platform, misrepresenting work as original when it is not, or falsifying order status.
2. Repeated quality failures after warnings have been issued.
3. Harassment of customers or RavenXp staff.
4. Sharing customer data with third parties.
5. Any conduct that brings the RavenXp brand into disrepute.

Intellectual Property

By submitting portfolio photos and completed garment images to Ravenex, you grant Ravenex a non-exclusive, royalty-free licence to use those images for marketing and promotional purposes on the platform, social media, and other channels. You will be credited where reasonably possible.

By placing an order on Ravenex, you agree to our Terms of Service, Refund Policy, and Privacy Policy, all of which are available in full on this website.

Ravenex is registered in Nigeria. For queries, contact us at:

RavenXp Custom Fashion. Zero Stress.
Effective March 2026.

Refund Policy

Raven Exports Limited