Refund Policy for Simonetta Wang Ltd

1. Introduction

2. Deposit & Balance Payment Terms

3. Deposit Cooling-Off Period

• 15-Day Cooling-Off Period: You have 15 calendar days from the date your deposit payment is successfully processed to cancel your order for any reason, and receive a 100% full refund of the deposit. No administration or processing fees will be deducted.
• After the Cooling-Off Period: Once the 15-day deposit cooling-off period expires, we will confirm your final measurements and design specifications with you. Upon confirmation, we will officially commence fabric sourcing and pattern making, and your deposit becomes non-refundable, as it is allocated to bespoke materials, labour and design work dedicated exclusively to your order.
• How to Cancel: To cancel during the deposit cooling-off period, simply reply to your deposit confirmation email or contact us at simonettawang@simonettawang.com with your order number. Refunds will be processed within 2–3 business days.

4. Balance Payment Cooling-Off Period

• 15-Day Cooling-Off Period: You have 15 calendar days from the date your balance payment is successfully processed to request a refund of the balance amount only. The initial 50% deposit remains non-refundable, as it has already been used to cover production and material costs incurred during manufacturing.
• No Shipment During Cooling-Off Period: During the 15-day balance cooling-off period, we will not arrange shipment of your garment. The order will proceed to dispatch only after the cooling-off period expires with no objection.
• After the Cooling-Off Period: Once the 15-day balance cooling-off period expires, both the deposit and balance payments become non-refundable, and no further cancellations or refund requests will be accepted.
• How to Request a Balance Refund: To request a balance refund during the cooling-off period, contact us immediately at simonettawang@simonettawang.com with your order number. Approved balance refunds will be processed within 3–5 business days with no fees deducted.

5. Cancellations After Production Has Commenced

• No Refunds for Voluntary Cancellation: Made-to-measure garments are produced exclusively to your personal measurements, design and fabric selections, and cannot be resold to other clients. For this reason, we do not accept unconditional cancellations or refunds once production has started.
• Discretionary Early-Stage Partial Refund: In exceptional cases, we may consider a partial refund of the deposit at our sole discretion, capped at 50% of the paid deposit (equivalent to 25% of the total order value). This is only applicable if production is at the very earliest stage, where no custom fabric has been cut and no pattern-making labour has been incurred. Any approved partial refund will be processed within 5–7 business days.

6. Manufacturing Defects & Quality Claims

Definition of a Confirmed Manufacturing Defect

• Unsewn or broken seams that compromise the garment's structure
• Holes, tears or fabric damage present upon delivery
• Incorrect construction that materially deviates from the confirmed design (e.g., wrong panel placement, mismatched structural components)

• Loose threads or stray threads
• Minor colour variations between fabric batches, or slight differences between the garment and product photos (a natural occurrence in textile dyeing processes)
• Minor stitching alignment differences that do not impact the garment's structure or wearability
• A size tolerance within ±2 cm, which is within the normal range for handcrafted bespoke garments
• Fit issues caused by incorrect self-provided measurements, body changes, weight fluctuation or posture adjustments after order confirmation

Claim Eligibility

• You must notify us of any quality claim within 30 calendar days of delivery, with clear photos and/or videos showing the defect in detail.
• We will review your claim within 5 business days to confirm whether it qualifies as a manufacturing defect.

Resolution Options (at our sole discretion)

• Partial Refund: For confirmed defects that do not render the garment unwearable, we will offer a partial refund of up to 30% of the total order value, based on the severity of the defect. You are not required to return the garment.
• Full Refund: A full refund of the total order amount will only be approved in the case of a catastrophic manufacturing defect that renders the garment completely unwearable. You are not required to return the garment, as return shipping costs for high-value bespoke items are prohibitively high and economically unfeasible.

Important Notes

• Made-to-measure garments do not support no-return, no-reason returns or remakes. Remakes would require additional material and labour costs that cannot be recovered.
• Damage in transit: If your garment is damaged during transportation by a third-party carrier, we will take responsibility for the issue on your behalf and pursue compensation from the logistics provider directly. You do not need to file a claim with the carrier yourself. Please provide photos of the damaged packaging and garment within 30 days of delivery.
• We are not liable for:
  • Garment wear and tear, fading, or deformation caused by improper washing, care or storage (care guidelines are included with every order)
  • Colour differences due to individual monitor display settings
  • Damage caused by unauthorised alterations

7. Import Duties & Taxes

8. Production & Delivery Timeline

9. Final Sale Items

• All made-to-measure garments after the 15-day balance cooling-off period expires
• Items marked as "Final Sale" at the time of purchase

10. Care Labelling

11. Refund Processing

• Refund Method: All approved refunds will be issued to the original payment method used for the order.
• Processing Time: Refunds will be processed within 3–5 business days after approval. It may take an additional 5–10 business days for the funds to appear in your account, depending on your payment provider.
• No fees will be deducted from your refund amount. We will not pass on any third-party payment processing fees to you.
• In the event of a malicious chargeback or unfounded payment reversal, we reserve the right to submit full order documentation to the payment provider to dispute the claim, and pursue recovery of any associated losses.

12. Changes to This Refund Policy

13. Contact Us

• Email: simonettawang@simonettawang.com
• Data Controller: Simonetta Wang Ltd (registered in the United Kingdom)