Refund policy
Last Updated: July 15, 2026
1. Introduction
This Refund Policy is issued by Simonetta Wang Ltd, a UK registered company, governing all cancellation, refund, chargeback and after-sales matters for semi-custom made-to-measure garments ordered via www.simonettawang.com. By placing an order, you confirm you have fully read, understood and accepted all clauses below.
Our made-to-measure custom garments are tailor-made to your individual measurements and specifications. Per the Consumer Contracts Regulations 2013, personalised custom goods are exempt from the statutory 14-day online cooling-off right. The 15-day deposit cooling-off period set out below is a voluntary service provided solely by us.
2. Cooling-off Period, Payment & Cancellation Rules
2.1 15-Day Deposit Cooling-off Period (All Order Types)
Two payment options are available: 50% deposit split payment or 100% full upfront payment.
- Split payment (50% deposit): After deposit funds clear our account, a 15 calendar day deposit cooling-off period commences. Within this window, you may submit a written cancellation request via official email, and we will fully refund your 50% deposit without deductions. Production will not start until this cooling-off period expires.
- Full upfront payment (100% total order value): After full payment clears our account, a 15 calendar day deposit cooling-off period commences. Within this window, you may submit a written cancellation request via official email, and we will refund 100% of your payment in full. Production will not start until this cooling-off period expires.
2.2 Cancellation After Cooling-off Period for Full Upfront Payment Orders
Once the 15-day cooling-off period expires and formal garment production has commenced, if you submit a voluntary cancellation request for any personal reason (not manufacturing defects), we shall only refund 50% of your total payment. The remaining 50% will be retained to cover incurred fabric, pattern cutting and labour production costs. No further appeals for full refunds will be accepted.
When production is fully completed, we will send an email notification to you directly and arrange shipment without additional balance payment requests.
2.3 Split Payment: Balance Payment 7-Day Deadline & Order Forfeiture
After the 15-day deposit cooling-off period expires, we commence full garment production. Once the garment is fully manufactured, we will send a formal email notification requesting settlement of the remaining 50% balance (no finished product photos will be attached to this email).
- You must settle the full balance within 7 calendar days from the date of our balance notification email. Payment is only confirmed once cleared funds arrive in our corporate bank account.
- If full balance payment is not received within the 7-day window, and you have not obtained a written payment extension approved by our team in advance via email, your order will be automatically forfeited. We reserve the right to permanently dispose of the finished custom garment, and your initial 50% deposit will not be refunded to cover material and manufacturing losses.
- No cooling-off period applies to balance payments. Once balance funds clear our account, we will immediately arrange shipment preparation without any waiting period.
Legal ownership of all custom garments shall remain with Simonetta Wang Ltd until full payment (deposit + balance) is fully settled.
2.4 Cancellation After Balance Settlement
No voluntary cancellation requests will be accepted after you complete full balance payment. No partial or full refunds of deposit or balance will be issued for personal change of mind once shipment arrangements are underway.
3. Valid Refund Scenarios Only
Refunds or free remanufactures are only approved under the following verified circumstances:
3.1 Confirmed manufacturing defects: If the finished garment contains irreversible production errors inconsistent with your confirmed measurements, fabric selection or design brief, you may select either a full refund or complimentary remanufacture. You must supply clear photo and video evidence of defects within 30 calendar days after delivery.
3.2 Permanent parcel loss officially confirmed by logistics carrier: If the courier provides written confirmation that your package is permanently lost, you may choose a full refund (deposit + balance + shipping fee) or a complimentary remade garment with free re-delivery. We will independently file compensation claims with the logistics provider, and you are not required to liaise with the carrier personally.
3.3 We fail to commence production or deliver the garment beyond the standard production timeline without prior written notice to you.
4. Non-Refundable Circumstances
No refunds will be granted in any of the following situations:
4.1 Voluntary cancellation submitted after the deposit cooling-off period for split payment orders, or forfeiture due to overdue balance payment as stated in Clause 2.3;
4.2 Voluntary cancellation after production starts for full upfront payment orders (only 50% refund applies per Clause 2.2);
4.3 Dissatisfaction with fit, colour, fabric or styling based on personal aesthetic preference, with no proven manufacturing defects;
4.4 Garment damage caused by unauthorised self-alterations, improper daily wear, or failure to comply with our textile care label instructions;
4.5 Delivery delays, customs detention or package return caused by unpaid import duties, inaccurate shipping address provided by you, force majeure events or global logistics disruptions outside our control;
4.6 You refuse to accept the delivered parcel without valid manufacturing defect evidence.
5. Shipping Fee Refund Terms
5.1 If you cancel your order within the deposit cooling-off period before production starts, all pre-charged shipping fees will be fully refunded alongside your payment.
5.2 Once the garment has been dispatched to the logistics carrier, original shipping fees are non-refundable in all cases. If we arrange complimentary re-delivery due to verified manufacturing defects, we will cover all new shipping costs.
6. Customs & Import Tax Disclaimer
All import VAT, customs duties and local clearance fees imposed by your destination country/region are the sole responsibility of the recipient. These third-party charges are non-refundable under any circumstances.
7. Refund Processing Rules
7.1 Refund Method: All approved refunds will be processed back to your original payment method.
7.2 Processing Timeline: We initiate refunds within 3–5 business days of approval. Additional 5–10 business days may be required for funds to reflect in your account, subject to your payment provider’s processing speed.
7.3 Deduction Policy: No administrative or payment gateway processing fees will be deducted from your approved refund amount.
7.4 Malicious Chargebacks: In the event of unfounded payment reversals or malicious chargebacks, we reserve the right to submit full order records to payment providers to dispute the claim, and recover all associated legal and administrative losses.
8. Care Label Regulatory Reminder
International textile regulations mandate standardised care labels for all apparel. If your country requires mandatory local-language or special-format care labels, please contact us before checkout. Supplementary guidance can be provided, but custom single-order localised care labels are unavailable.
9. Policy Amendments
We reserve the right to revise this Refund Policy to align with business adjustments and updated UK consumer regulations. All revised versions will be published on this page with an updated “Last Updated” date at the top.
10. Contact Information
For enquiries regarding cancellations, refunds or policy clarification, please email us:
Email: simonettawang@simonettawang.com
Data Controller: Simonetta Wang Ltd (registered in the United Kingdom)