When a customer hands a sherwani to a stranger, they are not handing over fabric — they are handing over the memory attached to it. The first time we lost a saree at a small franchise pilot in 2024, we lost a customer for life. The fabric was found later. It did not matter.
Out of that, our intake protocol was born. Every premium garment is photographed within 90 seconds of arriving at the hub: front, back, problem areas, beadwork, and any pre-existing damage. The photos are tied to the order, the customer, and the operator who took them. They are immutable — we do not allow re-shoots without a manager override.
The point is not to absolve us of damage. It is the opposite — the photo trail makes us answerable. If a stain was not there at intake and is there at delivery, the customer should not have to argue. The photos do the arguing.
Eighteen months in, our damage-and-loss rate sits at 0.18%, and disputes resolve in under 12 hours on average. The intake camera, more than the press, more than the spotter, is the equipment we would not run a hub without.