Reigner Clothing — Returns, Refunds, Cancellations, Deposits & Alterations Policy 

Effective date: 30/01/2026
This policy applies to purchases made through the Reigner Clothing Shopify store (“we”, “us”, “our”). It is designed to be clear about what we can offer for change-of-mind requests, while preserving your rights under the Australian Consumer Law (ACL).

1) Australian Consumer Law (cannot be excluded)

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. Where a product or service fails to meet consumer guarantees (for example, it is faulty, not as described, or not fit for purpose), you may be entitled to a remedy such as repair, replacement, refund, or cancellation, depending on the circumstances and the nature of the failure.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the ACL.

2) Key definitions 

To reduce disputes, we use the following categories:

• Ready-made (ready-to-ship) (In-stock) - Items that are already made and ready to dispatch.

• Made-to-order (Standard size) - Items produced after you order, using our standard size set (e.g., XS–XL or numeric sizing), without personal measurement-based pattern modifications.

• Made-to-order (Custom size) - Items produced after you order, based on measurements you provide and/or pattern adjustments made specifically for you.

• Fully custom / Bespoke - A unique garment designed and made specifically for you, which may include design development, pattern drafting, toile construction, fittings, or other bespoke processes.

• Deposit - A payment that secures production capacity and covers pre-production work (e.g., consultation, artwork/design development, pattern work, sampling, or ordering materials specifically for your garment).

• Production commencement (“Production has started”) - Production is considered to have started when any of the following occurs:

• fabric is allocated and cut for your order

• pattern work is commenced or modified for your order

• materials are ordered specifically for your garment (where non-recoverable)

• tailoring/construction begins or labour is scheduled and work has started

3) Change-of-mind 

Change of mind includes: deciding you don’t like the item, ordering the wrong size/colour, a preference change, finding it cheaper elsewhere, or fit preferences where the item is otherwise not faulty. Under the ACL, businesses are not required to provide refunds for change of mind. Because made-to-order and custom garments incur significant costs quickly and generally cannot be resold, our change-of-mind options are intentionally limited (see Sections 4–6).

4) Returns & exchanges by product type

A) Ready-made (In-stock). Change-of-mind options

If you request a change-of-mind return for an eligible ready-made item, we may offer one of the following (at our discretion):

• Exchange for another ready-made item (subject to availability), or

• Store credit (gift card) for the item price paid (excluding original shipping)

Eligibility conditions (ready-made change-of-mind):

• Request lodged within 14 days of delivery

• Item is unworn beyond trying on, unwashed, free of marks/odours (including perfume/smoke), and in original saleable condition

• All original tags/packaging are intact

• Proof of purchase is provided

• Item is not excluded under Section 7 (e.g., clearance/final sale, gift cards, etc.)

If the item is faulty or not as described, your ACL rights apply regardless of these conditions.

B) Made-to-order (Standard size)

Change-of-mind refunds are not offered once production has started.
Before production starts, we may (at our discretion) allow:

• Order amendment (e.g., size change) where feasible, or

• Store credit (excluding original shipping), minus non-recoverable costs already incurred (if any)

Once production has started, we cannot accept cancellation/refund for change of mind because work and materials have been committed to your garment.

C) Made-to-order (Custom size)

Made-to-order custom size garments are produced specifically to measurements or pattern adjustments made for you. As a result:

• No change-of-mind refunds or exchanges are offered once production has started.

• Before production starts, changes may be possible in limited circumstances, but may incur fees where work has already commenced.

ACL remedies remain available if the garment is faulty, not as described, or otherwise fails consumer guarantees.

D) Fully custom / Bespoke

Fully custom garments involve bespoke labour and are made specifically for you. Therefore:

• No change-of-mind refunds or exchanges are offered once work has commenced.

• Deposits and payments are handled under Section 5.

ACL remedies remain available if the goods/services fail to meet consumer guarantees.

5) Deposits, design work, and payment stages

Where we take deposits (including for artwork, design development, or bespoke work), the following applies:

Non-refundable deposit for change of mind (once work starts)

A deposit becomes non-refundable for change-of-mind once any of the following has begun:

• custom design/artwork development

• pattern drafting or modification

• sampling/toile work

• ordering of materials specifically for your garment

• any other pre-production work agreed for your order

This is because those costs are incurred to deliver your garment and cannot usually be recovered.

If we cannot supply

If we are unable to supply your order (e.g., due to circumstances within our control or where required under the ACL), we will provide an appropriate remedy which may include refunding amounts paid for the undelivered component(s), in accordance with the ACL.

6) Cancellations and order changes

We understand circumstances change. Our ability to accommodate cancellations or changes depends on the production stage.

A) Requests before production starts

If you request cancellation before production starts, we may approve it and provide:

• a refund minus any non-recoverable costs already incurred (which may include design time already performed, pattern work, supplier charges, or payment processing fees where not recoverable)

B) Requests after production starts

If you request cancellation after production starts, we may approve it, but:

• you will be responsible for costs incurred and work completed to date, and

• in many cases no refund will be available, because the garment cannot be resold

This section does not limit any ACL rights where a remedy is required due to a failure to meet consumer guarantees.

7) Items excluded from change-of-mind returns

The following are not eligible for change-of-mind returns or exchanges (unless required under the ACL due to a fault or other failure):

• Sale items

• Gift cards

• Items that have been worn (beyond trying on), washed, altered by a third party, damaged after delivery, or returned in unsaleable condition

• Items returned without original tags/packaging where applicable

• Items that cannot be resold for hygiene reasons if not returned in pristine condition (where relevant)

8) Alterations, fit, and measurement responsibilities

A) Ready-made items

If you arrange alterations (including through a third party), this may affect return eligibility. Where a return has been approved for change of mind, the item must be returned unaltered and in original saleable condition.

B) Made-to-order and custom/bespoke

For custom size and bespoke orders:

• You are responsible for providing accurate measurements and confirming order details when requested.

• Minor variations can occur due to fabric behaviour, hand finishing, and bespoke construction.

• If we make the garment to the confirmed specifications and it is not faulty, it is not eligible for change-of-mind remedies.

If the garment differs from the confirmed specifications due to our error (e.g., incorrect size against your confirmed details, construction fault, or incorrect agreed feature), we will assess and provide an ACL-appropriate remedy.

9) Faults, damage, or “not as described” claims (ACL process)

If you believe an item is faulty or not as described, please contact us as soon as reasonably possible with:

• order number

• description of the issue

• clear photos (and video if helpful)

We may request the item be returned for assessment. Remedies under the ACL depend on the nature of the issue (repair, replacement, refund, or other appropriate remedy).

Not considered faults:
Damage resulting from normal wear and tear, misuse, accidental damage, failure to follow care instructions, or alterations/repairs performed by third parties is not considered a manufacturing fault. This includes damage caused by rough handling or improper wear/care of delicate garments and trims, such as organza, silk, fine linings, hand beading, rhinestones/crystal embellishments, sequins, mesh, lace, and couture-style finishes. Examples include (without limitation) snags, pulls, tearing, bead or stone loss due to abrasion or impact, heat or steam damage, colour transfer, crushing, deformation, or damage from friction (e.g., bags, jewellery, belts, seating surfaces, or repeated rubbing). Where damage is consistent with handling or wear, it will not be treated as a fault.

10) Returns process (where a return is approved)

1. Email reigner@reignerclothing with subject: Return Request – [Order #]

2. We will confirm whether your request is approved and provide return instructions

3. Pack items securely to prevent damage in transit

4. Include proof of purchase and any requested information

We reserve the right to decline returns that do not meet this policy (except where ACL requires a remedy).

11) Shipping and return shipping costs

Change-of-mind returns

• Original shipping costs are not refundable.

• Return shipping is the customer’s responsibility.

• We require tracked shipping, as you are responsible for the parcel until it is received by us.

ACL returns (fault/not as described)

If a return is required to assess or provide an ACL remedy, we will handle return shipping costs in a manner consistent with ACL obligations (which may include providing a return label or reimbursing reasonable return postage where appropriate).

12) Timeframes for processing

• Once an approved return is received and inspected, we aim to finalise the outcome within 10 business days.

• For repairs, remakes, or replacements, timing will depend on production scheduling and material availability. We will provide an estimate once assessed.

13) Rental or ex-rental / pre-worn stock disclosure 

Where an item is part of a rental program or has been previously used for rental, shoots, shows, or fittings, we will disclose this on the product page and/or at checkout. Such items will be professionally cleaned (e.g., dry cleaned where appropriate) prior to dispatch.

15) Contact

Reigner Clothing
Email: reigner@reignerclothing.com