This refund policy does not affect your statutory rights as a consumer. In jurisdictions where mandatory consumer protection laws provide greater rights or protections (such as the European Union's 14-day right of withdrawal, California consumer protection laws, or other applicable regulations), those laws apply and take precedence over this policy. If you are located in a jurisdiction with mandatory return or refund rights that exceed this policy, you are entitled to those rights.
We offer a 100% money-back guarantee for custom dresses that arrive defective, damaged, or not made according to the order details provided. This guarantee applies only when eligibility requirements are met.
Dress must be:
We will provide a full refund for the following cases:
Important: Custom dresses are made to the measurements provided by the customer.
We are not responsible for fit issues caused by:
Note: Minor variances within acceptable manufacturing tolerance are not considered defects. Acceptable tolerance is defined as: (a) measurement variances of 0.5 inches (1.3 cm) or less in any single dimension, (b) minor variations in fabric color or pattern that are within normal dye lot variations, (c) minor stitching variations that do not affect the structural integrity or appearance of the garment, and (d) minor variations in decorative elements that are within normal handcrafting tolerances. These tolerances are consistent with industry standards for custom-made garments.
Returns will not be accepted for:
Important: Returns require written approval before shipping.
Unauthorized returns will not be accepted.
Customer must contact support with:
Email support@build-a-dress.com with your order number, description of the issue, and clear photos. Our admin team will review your request.
If your return is approved, our admin team will provide you with written authorization and detailed return instructions, including a return shipping label if applicable.
Follow the return instructions provided by our team and drop the package off at the shipping carrier's location. Do not ship without authorization.
In some cases, we may offer alternative solutions instead of a full refund:
We reserve the right to determine refund eligibility under this policy and to refuse returns that do not meet the above conditions, subject to applicable consumer protection laws and your statutory rights.
Dispute Resolution: If you disagree with our determination regarding a refund request, you may contact us to discuss the matter. Disputes regarding refunds are subject to the dispute resolution procedures set forth in our Service Agreement, including binding arbitration (with opt-out rights) or small claims court, as applicable. Please refer to our Service Agreement for complete dispute resolution terms.
If you disagree with our determination regarding a refund request or have concerns about how this refund policy has been applied to your situation, you may contact us to discuss the matter. We are committed to working with you to resolve any issues fairly.
Legal Disputes: Any disputes arising from or relating to this refund policy or refund determinations are subject to the dispute resolution procedures set forth in our Service Agreement, including binding arbitration (with opt-out rights) or small claims court, as applicable. Please refer to our Service Agreement for complete dispute resolution terms, including arbitration procedures, class action waivers, and governing law provisions.
Regulatory Complaints: You also have the right to file a complaint with your local consumer protection agency or regulatory authority if you believe your consumer rights have been violated.
For questions about our refund policy or to submit a return request, please contact us:
Email: support@build-a-dress.com
Response time: Within 24 hours