Returns Policy

Returns, Cancellations & Refunds Policy **Last updated: September 2026** At ROWEIZ, we provide both custom tailoring services and selected ready-to-wear products. Because bespoke and made-to-measure garments are produced specifically for an individual customer, different cancellation and return conditions apply to these orders compared with standard retail products. This policy explains how deposits, fabric and logistics charges, cancellations, alterations, returns and refunds are handled. Nothing in this policy affects your statutory rights under UK consumer law. ## 1. Bespoke, Made-to-Measure and Custom Orders A bespoke, made-to-measure or custom order includes any garment or item that is made, altered, adapted or personalised specifically for you. This includes garments produced using your measurements, selected fabrics, chosen designs, requested styling or other individual specifications. Because these garments are created specifically for the customer, they cannot normally be resold. For this reason, bespoke, made-to-measure, customised and personalised items **cannot be returned or exchanged simply because you have changed your mind**, subject always to your statutory rights. ## 2. 50% Initial Deposit A **50% deposit of the agreed tailoring or production price is required before ROWEIZ begins work on a bespoke or made-to-measure order.** The remaining balance will normally become payable before collection, dispatch or at another stage specified in your order confirmation. Once ROWEIZ has begun work on your order or committed production resources specifically to your order, the 50% deposit becomes **non-refundable to the extent that it represents work already undertaken, production time reserved, services provided, materials committed and other losses reasonably incurred by ROWEIZ as a result of the order or its cancellation.** Work may include, for example: - consultation and design development; - preparation of measurements and specifications; - pattern drafting or garment planning; - cutting; - tailoring and construction; - embroidery, printing or other decoration; - alterations or fittings; - production scheduling; and - other work undertaken specifically for your order. Because substantial work and resources may be committed at an early stage of a custom order, the 50% deposit will normally be fully committed once production has commenced. Where a customer cancels before sufficient work or costs have been incurred to justify retaining the whole deposit, ROWEIZ will calculate the reasonable costs and losses arising from the cancellation and refund any balance that ROWEIZ is not legally entitled to retain. ## 3. Fabric Fees Where ROWEIZ is asked to source, purchase, import or otherwise obtain fabric specifically for a customer's order, the **fabric charge is separate from the tailoring deposit unless expressly stated otherwise.** Once fabric has been ordered, purchased, cut, allocated or otherwise committed specifically to your order, **the fabric fee is non-refundable**, except where required by law. This is because fabric purchased specifically for an individual customer's garment may not be returnable to the supplier and may not reasonably be suitable for another customer's order. Where fabric has not yet been purchased or committed at the time an order is cancelled, ROWEIZ will not retain a fabric charge that has not actually been incurred. If ROWEIZ purchases the wrong fabric, the fabric supplied is defective, or ROWEIZ is otherwise responsible for the problem, this clause does not restrict your statutory rights. ## 4. Logistics, Sourcing and Procurement Fees Any agreed charges relating to sourcing, international shipping, courier services, fabric transportation, customs handling, procurement or other logistics incurred specifically for your order are **non-refundable once those costs have been incurred or committed.** Where a logistics or procurement cost has not yet been incurred at the time of cancellation, ROWEIZ will not retain that amount unnecessarily. Any additional customs duties, taxes or charges that are expressly stated to be the customer's responsibility remain payable where they have already been incurred on the customer's behalf. ## 5. Cancelling a Bespoke or Custom Order If you wish to cancel a bespoke, made-to-measure or custom order, you should contact ROWEIZ as soon as possible. The amount refundable, if any, will depend on the stage reached when we receive your cancellation. ### Before work has commenced If no tailoring work has commenced and ROWEIZ has not committed materials, third-party services or other costs, we will assess the cancellation and refund amounts that we are not reasonably entitled to retain. ### After work has commenced Once design, sourcing, cutting, tailoring, production, embroidery, printing, alteration or another part of the custom process has begun, amounts already paid may be retained to cover work performed, materials committed and reasonable losses arising from cancellation. ### After fabric has been purchased or cut Fabric and related sourcing or logistics costs already incurred are non-refundable, except where ROWEIZ is at fault or applicable law requires otherwise. ### After the garment has been completed Completed bespoke, made-to-measure or personalised garments cannot be cancelled or returned because of a change of mind. ## 6. Bespoke Orders Placed Online, by Telephone or Away from Our Premises Bespoke garments made to your measurements, specifications or personalised requirements are custom-made goods. The normal cancellation rights that apply to many standard products bought online do not generally apply to goods that are made to a customer's specifications or clearly personalised. Where an order separately includes services to which a statutory cancellation period applies, ROWEIZ will comply with the applicable requirements of UK consumer law. If you specifically ask ROWEIZ to begin an applicable service during a statutory cancellation period, you may be required to expressly confirm that you wish the service to begin immediately. If you subsequently exercise a legal right to cancel, you may be responsible for the reasonable proportion of services already supplied, where permitted by law. ## 7. Measurements and Fittings Custom garments are produced using the measurements and specifications recorded or supplied for the order. Customers are responsible for providing accurate information and attending agreed fittings where required. Where ROWEIZ takes the customer's measurements, we will use reasonable care and skill when preparing the garment from those measurements. If a customer supplies their own measurements, ROWEIZ cannot be responsible for fitting problems caused by incorrect measurements supplied by the customer. Significant changes in the customer's body measurements after measurements have been taken may require additional alterations and may result in an additional charge. ## 8. Customer-Requested Design Changes Once an order has been agreed, any subsequent change requested by the customer may affect the price and completion date. This may include changes to: - fabric; - colour; - garment style; - embroidery or artwork; - measurements; - length; - fit; - detailing; - construction; or - other specifications. Where work has already been completed based on the original instructions, additional work required because the customer has changed their instructions may be chargeable. We will inform you of material additional charges before carrying out the additional work wherever reasonably possible. ## 9. Problems With a Bespoke Garment Our no-change-of-mind policy for custom garments does **not** remove your statutory rights. If a garment is faulty, materially different from the agreed specification, or our tailoring service has not been carried out with reasonable care and skill, please contact ROWEIZ promptly and provide details of the problem. Depending on the circumstances and your statutory rights, we may offer an appropriate remedy such as: - adjustment or alteration; - correction or repeat performance; - repair; - replacement where appropriate; or - an appropriate price reduction or refund where required by law. ROWEIZ will normally be given a reasonable opportunity to inspect the garment and, where appropriate, correct a tailoring or fitting issue. ## 10. Final Balance and Collection Unless otherwise agreed in writing, all outstanding balances must be paid before a completed bespoke garment is dispatched or released to the customer. Payment of the deposit does not constitute full payment for the garment. Where a garment has been completed according to the agreed specification and the customer subsequently decides that they no longer want it, the outstanding contractual balance may remain payable, subject to applicable consumer law. ## 11. Ready-to-Wear and Standard Retail Products This section applies to standard ROWEIZ products that have **not** been made, personalised or altered specifically for you. For eligible standard products purchased online, by telephone or through another distance-selling method, you may notify us that you wish to cancel your purchase within **14 days after receiving the goods**, in accordance with your statutory rights. After notifying us, eligible goods must normally be returned within a further 14 days. Products should be returned in their original condition and should not have been worn beyond what would reasonably be necessary to inspect or try them on. Where handling goes beyond what would reasonably be permitted when examining an item in a shop and the item's value is reduced as a result, ROWEIZ may make an appropriate deduction where permitted by law. ## 12. Ready-to-Wear Items Purchased in Person There is no automatic statutory right to return a non-faulty item purchased in person simply because you have changed your mind. Any discretionary exchange or return arrangement offered by ROWEIZ for an in-person purchase will be communicated at the time of purchase and does not affect your statutory rights in relation to faulty or misdescribed goods. ## 13. Personalised or Altered Retail Products A standard ROWEIZ product becomes a custom product for the purposes of this policy where, at your request, we: - alter the garment; - personalise it; - embroider names, initials or custom artwork; - print custom artwork; - materially modify its measurements or construction; or - otherwise customise it specifically for you. Once customisation has commenced, the standard change-of-mind return policy will no longer apply. ## 14. Faulty or Incorrect Retail Products Your statutory rights apply to all ROWEIZ goods. If an item is faulty, not as described, not of satisfactory quality or not fit for a purpose that formed part of your agreement with us, please contact ROWEIZ. We will deal with the matter in accordance with applicable UK consumer law. This policy does not exclude or limit any legal right you have to reject goods, obtain a repair or replacement, receive a price reduction, or receive a refund where the law provides that right. ## 15. Return Delivery Costs For ordinary change-of-mind returns of eligible standard retail products, the customer is responsible for the direct cost of returning the goods where they were informed of this requirement before purchase. If an item is being returned because it is faulty, incorrect or because ROWEIZ has breached the contract, ROWEIZ will deal with reasonable return costs in accordance with applicable law. For eligible online cancellations, any refund of the original delivery charge will be handled in accordance with UK consumer law. Where applicable, this is normally limited to the cost of the least expensive standard delivery method offered by ROWEIZ. ## 16. Refunds Where a refund is due, it will be made using the original payment method unless another method is expressly agreed. Any refund will be processed within the time required by applicable UK consumer law. Amounts properly incurred for custom production, fabric sourcing, logistics or work already completed will only be deducted or retained where ROWEIZ is legally entitled to do so. ## 17. If ROWEIZ Cancels an Order If ROWEIZ is unable to fulfil an order and the cancellation is not caused by the customer's breach, ROWEIZ will refund amounts paid for goods or services that have not been supplied and costs that have not properly been incurred on the customer's behalf. We will not rely on the deposit, fabric or logistics provisions in this policy to deprive a customer of a refund where ROWEIZ is responsible for failing to perform the contract. ## 18. Events Outside Our Reasonable Control From time to time, fabric availability, international transportation, customs processes, supplier delays or other events outside ROWEIZ's reasonable control may affect an estimated completion date. Where this happens, we will communicate material delays to you as soon as reasonably possible. Nothing in this section removes any right you may have under consumer law where a delay becomes unreasonable or where an agreed essential deadline is not met. ## 19. Statutory Rights Nothing contained in this policy is intended to exclude, restrict or replace rights available to consumers under applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If any part of this policy conflicts with a mandatory consumer right, the applicable statutory right will take priority. ## 20. Contacting ROWEIZ To request a cancellation, return, alteration assessment or report a problem with an order, please contact ROWEIZ using the contact details provided on our website or your order confirmation. Please include your: - full name; - order number; - description of the item; - reason for contacting us; and - photographs where relevant to a fault or tailoring issue. We will review the matter and respond with the appropriate next steps.