Refund policy
REFUND/ CANCELLATION/ STORE CREDIT POLICY
At Elegance By Rhonz, every garment is made with care and attention to the specifications provided by the customer. Because our pieces are primarily made to order, refunds are subject to the terms outlined below:
1. Made-to-Order Items
Most of our garments are made specifically for each customer after an order is placed.
Because production involves dedicated materials, labour, and time, orders are not eligible for a refund once production has commenced, except where a refund is required due to an error on our part or applicable law.
Please review your order carefully before completing your purchase.
2. Refunds Before Production
If you request to cancel an order before production has commenced, your request may be considered in accordance with our Order Cancellation Policy.
If the cancellation is approved, the applicable refund will be issued to the original payment method, less any applicable non-refundable fees or charges.
A cancellation is not considered approved until written confirmation has been provided by Elegance By Rhonz.
3. No Refunds for Change of Mind
We do not offer refunds because a customer:
- Changes their mind
- No longer needs the garment
- Changes their event date
- Changes their plans
- Finds another outfit
- Decides they no longer want the item
- Experiences a change in personal or financial circumstances
- Orders the incorrect size
- Provides incorrect measurements or order information
Once production has commenced, the garment has been made specifically for the customer and cannot simply be returned for resale.
4. Size and Measurement Discrepancies
Customers are responsible for providing accurate measurements and/or selecting the correct size when placing an order.
Where a customer selects a standard size but provides different measurements or sizing information in the designated measurement/information box, the measurements or information provided in the box will take precedence over the size selected at checkout.
For example, if a customer selects a Size 10 but provides measurements or specific sizing instructions that correspond to a different size, the measurements or information provided will be used as the basis for production.
Customers are therefore required to carefully review all measurements, sizing information, and special instructions before submitting their order.
If incorrect measurements or sizing information is provided by the customer, the garment will not qualify for a refund solely because it does not fit as expected.
Where possible, alterations or adjustments may be offered at an additional cost.
5. Incorrect or Defective Items
We take great care to ensure that orders are completed according to the customer’s confirmed specifications.
If you receive an item that is:
- Significantly different from what was ordered;
- Damaged or defective upon arrival; or
- Incorrectly made due to an error on our part,
please contact us within 48 hours / 3 days of receiving the order.
Customers may be required to provide clear photographs or videos showing the issue so that it can be properly assessed.
If the issue is confirmed to be an error on our part, we will determine the appropriate resolution, which may include a correction, alteration, replacement, or refund where applicable.
6. Minor Differences
Because our garments are handmade, slight variations in measurements, placement, colour, texture, or finishing may occur.
Such variations do not automatically constitute a defect or qualify an order for a refund.
Colours may also appear slightly different depending on lighting, photography, screen settings, and the nature of the fabric.
7. Returns/ Exchanges
Unless otherwise stated, made-to-order garments are not eligible for return simply because the customer has changed their mind or is dissatisfied with the purchase after receiving it.
If a return is approved by Elegance By Rhonz, the customer will receive instructions regarding the return process. Items must be returned in the condition specified by us— unworn, unused, unwashed, odor-free, with tags, and in its original packaging.
Do not send an item back without receiving written authorization first.
8. Exceptions/ Non-Returnable Items
Certain products are final sale and are not eligible for returns or exchanges.
The following items are non-returnable and non-exchangeable:
- Accessories: All accessories are final sale. No returns or exchanges will be accepted.
- SALE Items: All items purchased at a sale or discounted price are final sale. No returns or exchanges will be accepted.
- Altered or Customized Items: Once a garment has been altered, customized, modified, or otherwise made specifically to a customer’s requested specifications, the sale is final. Such items cannot be returned or exchanged.
- Used or Worn Items: Items that have been worn, used, washed, stained, damaged, altered, or otherwise handled beyond what is reasonably necessary to inspect the garment will not be accepted for return.
9. Damaged or Defective Items Upon Receipt
Customers are required to inspect their order within 24 hours upon receipt.
If an outfit arrives damaged, defective, stained, or otherwise in a marred condition, the customer must contact us and initiate a return request immediately and before wearing, washing, altering, or otherwise using the garment.
Clear photographs and/or videos of the condition of the item may be required to assess the issue.
Items reported after being worn, washed, altered, or otherwise used may not be eligible for a return, replacement, or refund.
Please Note: We strongly encourage customers to inspect their garments as soon as they receive them and report any concerns before wearing or using the item.
10. Items Damaged or Altered by the Customer
Refunds or other remedies will not be provided for garments that have been:
- Worn, washed, stained, damaged, or improperly handled;
- Altered by another tailor, seamstress, or third party;
- Modified without our authorization; or
- Damaged after delivery due to customer handling.
11. Delivery and Shipping
Once an order has been completed and handed over to the selected delivery service or courier, delivery times may be outside of our direct control.
A refund will not automatically be issued because of a courier delay.
If a package is lost, damaged, or otherwise affected during transit, we will work with the customer and delivery provider to determine the appropriate resolution.
12. Refund Processing
Where a refund has been approved, it will normally be issued to the original payment method.
The time it takes for the refund to appear in the customer’s account may depend on the payment provider or financial institution and is outside of our control.
13. How to Request a Refund
All refund requests must be submitted in writing through elegancebyrhonz@gmail.com and must include:
- Full name
- Order number
- Description of the issue
- Date the order was received
- Clear photographs or videos, where applicable
Submitting a request does not guarantee that a refund will be approved.
Each request will be reviewed based on the circumstances of the order and the terms of this policy.
14. Our Commitment
We want every customer to be happy with their purchase. While our made-to-order model means that refunds are limited, we will always make reasonable efforts to address genuine issues and resolve concerns fairly.
Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable law.
By placing an order with Elegance By Rhonz, you confirm that you have read, understood, and agreed to this Refund Policy.
ORDER CANCELLATION POLICY
All orders are processed based on the information provided at the time of purchase. Because our pieces are made to order and production begins shortly after an order is confirmed, cancellation requests are subject to the following terms:
1. Cancellation Before Production
Cancellation requests may be considered only if production has not yet started. Customers must contact us as soon as possible after placing an order. A cancellation is not guaranteed until it has been confirmed by us in writing.
2. Orders Already in Production
Once an order has entered production, it cannot be cancelled. This is because materials may have already been purchased, cut, prepared, or used, and work may have already commenced on the garment.
3. No Cancellation Due to Change of Mind
Once production has begun, cancellations will not be accepted due to a change of mind, change of plans, change in event date, or any other personal circumstances.
4. Multiple-Item Orders
For orders containing multiple garments, cancellation eligibility applies to the order as a whole. Once production has begun on any item within the order, the order may no longer be eligible for cancellation.
Please review our Processing Time Policy for estimated timelines based on the number of garments included in an order.
5. Delays and Estimated Completion Dates
Estimated processing and delivery times are provided as estimates and may vary depending on the order, number of garments, design complexity, and other production circumstances.
A customer may not cancel an order solely because an estimated completion or delivery date changes, unless expressly agreed to by Elegance By Rhonz.
6. Cancellation Requests
All cancellation requests must be submitted via elegancebyrhonz@gmail.com. Please include your order number and the reason for your request. Submitting a cancellation request does not mean the order has been cancelled. Customers must receive written confirmation from us before considering an order cancelled.
7. Refunds Following an Approved Cancellation
If a cancellation is approved before production begins, any applicable refund will be processed according to our refund policy. Processing times for refunds may vary depending on the payment method used.
8. Customer Responsibility
By placing an order, customers acknowledge and agree to our processing, cancellation, and refund policies. We strongly encourage customers to review all order details, including size, style, colour, quantity, and event date, before completing their purchase.
9. Agreement to These Terms
By completing an order through our website, you confirm that you have reviewed and agreed to our Order Cancellation Policy, Processing Time Policy, and other applicable Terms and Conditions.
STORE CREDIT POLICY
Elegance By Rhonz may issue store credit in approved circumstances. Store credit is provided as an alternative to a cash refund and can be used toward a future purchase on our website.
- Store credit is non-refundable, non-transferable, and cannot be redeemed for cash. Any remaining balance may be applied toward a future purchase.
- Customers are responsible for any additional balance if the value of the new order exceeds the available store credit.
- Once store credit has been issued, it is considered final.
- Elegance By Rhonz reserves the right to determine eligibility for store credit based on the circumstances of each order.
If you have any further questions, please don't hesitate to contact us at elegancebyrhonz@gmail.com