Your Statutory Rights
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.
Policy Summary
Returns: Defective Products Only
- Returns: We accept returns for defective products only. A full refund is issued after the defect is verified.
- Exchanges: Not accepted. If your item is defective, we refund rather than swap.
- Custom-remorse returns: Because every dress is made to order from your specifications, we do not accept returns for change of mind, fit preference, or style preference.
1. Reporting Window
- ✓Defect claims must be submitted within 30 days of delivery. Claims received after this window will be reviewed on a case-by-case basis, subject to applicable consumer protection laws.
- ✓Shipping damage must be reported within 48–72 hours of delivery with photos of the packaging and the item.
2. What Qualifies as Defective
We issue a full refund when a dress:
- •Has a manufacturing defect or construction issue (broken stitching, torn fabric, missing components, structural failure)
- •Materially does not match the order details confirmed at checkout (wrong silhouette, wrong color family, wrong fabric, missing design elements)
- •Differs materially from the customer-submitted measurements. A material difference is defined as: (a) any measurement variance exceeding 2 inches (5 cm) in any single dimension, or (b) a cumulative variance exceeding 5% across all measurements
- •Arrived damaged in transit (reported within 48–72 hours with photos)
3. Condition Requirements for a Defect Return
To qualify for a refund, the returned dress must be:
- ✓Unworn (except for trying on briefly to evaluate the defect)
- ✓Unwashed
- ✓Unaltered
- ✓Free of additional stains, odors, or damage beyond the reported defect
- ✓With original tags/liners attached
4. Measurement & Fit Responsibility
Important: Custom dresses are made to the measurements provided by the customer.
A fit issue caused by incorrect customer input is not a defect. We are not responsible for:
- •Incorrect or inaccurate measurements
- •Measurements not taken according to our guide
- •Body changes after ordering
Acceptable manufacturing tolerance. Minor variances within industry-standard tolerance are not considered defects: (a) measurement variances of 0.5 inches (1.3 cm) or less in any single dimension, (b) minor variations in fabric color or pattern within normal dye-lot variations, (c) minor stitching variations that do not affect structural integrity or appearance, and (d) minor variations in decorative elements within normal handcrafting tolerances.
5. Not Accepted
Returns are not accepted for:
- •Change of mind or personal preference
- •Style or fit dissatisfaction unrelated to a construction or specification defect
- •Incorrect measurements submitted by the customer
- •Worn, washed, altered, or further damaged items
- •Items returned without written authorization
Exchanges are not offered. Any approved return is refunded to the original payment method rather than exchanged for another item.
6. Return Authorization Process
Returns require written approval before shipping.
Unauthorized returns will not be accepted.
Customer must contact support with:
- • Order number
- • Description of the defect
- • Clear photos of the defect
Contact Support
Email support@build-a-dress.com with your order number, a description of the defect, and clear photos. Our team will review your claim.
Receive Return Authorization
If the claim is approved, our team will provide written authorization and detailed return instructions, including a prepaid return shipping label.
Ship It Back
Follow the return instructions provided and drop the package off at the shipping carrier's location. Do not ship without authorization.
7. Refund Method & Timing
- ✓Refunds are issued after the returned item is inspected and the defect confirmed.
- ✓Refunds are sent to the original payment method.
- ✓Processing time: 5–10 business days after receipt.
8. Shipping Responsibility
- •Return shipping for an authorized defect return is covered by us.
- •Original shipping fees: Refunded in full when a defect is confirmed. In jurisdictions where consumer protection laws require refund of shipping fees for defective items or items not as described, shipping fees will be refunded in accordance with those laws.
9. Final Decision Authority
We reserve the right to determine defect 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.
10. Dispute Resolution
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.
11. Contact Information
For questions about our refund policy or to submit a defect claim, please contact us:
Email: support@build-a-dress.com
Response time: Within 24 hours