Refund policy
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items) this includes any custom vest ordered, including custom materials. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Once an invoice is paid, the person who paid for the invoice is the only person who has authority to make changes to the order and contact details including postal/shipping details on the invoice.
That person can give written authority via email if they wish for another person to have authority to make changes to the order or contact details.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Once an order is in production and a customer wishes to cancel their order we will not refund the invoice amount. We may do a partial refund however to cover our material and labour cost to date. We do not refund marked discounted items but in some situations will provide a store credit to the value of the discounted item price.
If a customer is to ask for a refund/reimbursement due to postage/shipping delays we will not be held responsible as this is out of our control. Therefore we will not refund the order.
If a custom item such as a vest completion time frame is delayed due to materials being on order or held up in customs or delayed by shipping services, we will not refund or cancel order. These items have been special order, we will not be responsible or refund. Every vest and item is custom hand made by us, therefore delays may be expected.
Custom Sizing/Set Sizing
All orders that require tailored sizing are made to measure based off the measurements we require the customer to supply. All custom products are test fitted to a mannequin adjusted to your tailored size and confirmed to be correct based on the orders supplied measurements. Measurements taken are for us to use as a base and depending on the style of the vest there will be changes we make to suit the style, your measurements taken will not always match dimension of the vest, we do this to suit the style and keep the shape of a style and still suit your sizing. If the item does not fit we can resize at the cost of the customer including shipping, materials and labour. We can not be responsible for incorrect measurements being supplied on order, including incorrect use of the "Size Finder". If an off the rack item is incorrect for your sizing, let us know within 3 days of receiving the item, we can exchange the item for the correct size but do not offer refunds on incorrect size choices.
3D Customizers & Renders
The orders placed via the 3D customizers are 3D computerised renders only, they provide an example of the product, the shape, cut and sizing will vary depending on the materials used, order and measurements.
Postal/Shipping
The Customer is supplied the tracking information and they may contact the courier directly in regards to any delays or delivery queries.
Once the order is with the courier we are no longer responsible for parcel.
If the tracking number advises the parcel is delivered however the customer advises they have not received the parcel, we are not liable for a missing parcel. Please contact courier directly.