Refund policy
RETURN AND REFUND POLICY
1. TAILORED GARMENTS
This section applies to HEIM Bespoke and Made-to-Measure garments.
1.1 Cancellations
• Cancellation requests made before production begins will be reviewed on a case-by-case basis.
• Any costs already incurred, including fabric, materials, or shipping, may be deducted.
• Once fabric has been ordered or cut, or production has begun, the order cannot be cancelled and payments are non-refundable.
1.2 Changes After Order Confirmation
• Changes to garment details may be requested before the relevant stage of production has begun.
• If fabric or materials have already been ordered or cut, additional charges may apply.
• Additional charges may also apply if the requested change requires a new pattern, replacement materials, or reproduction of any part of the garment.
1.3 Complimentary Alteration
• HEIM provides one complimentary fit alteration for each tailored garment.
• The alteration must be possible within the existing construction and allowances of the garment.
• The complimentary alteration covers changes in body size associated with a weight increase or decrease of up to 5 kg from the client’s measurements at the time the garment was made.
• The extent of any alteration depends on the garment construction, seam allowances, and available fabric.
• For weight changes exceeding 5 kg, HEIM will assess the alteration and any additional charges on a case-by-case basis.
• Alterations requiring significant structural changes, a new pattern, or reproduction of any part of the garment may be subject to additional charges.
• Once the complimentary alteration has been used, subsequent alterations may be subject to additional charges.
• Corrections required as a direct result of HEIM’s workmanship or production will not count toward the one complimentary alteration.
2. READY-TO-WEAR
2.1 Exchange Period
• Exchange requests must be made within 7 days of receiving the item.
• Items must remain in their original condition.
• Items must not have been worn for use, washed, cleaned, altered, or modified.
• Items may be tried on solely for the purpose of checking fit and size.
• Items showing signs of wear, stains, odours, damage, or other changes from their original condition are not eligible for exchange.
• Original tags and accessories supplied with the product must remain intact.
2.2 Size Exchanges
• If the purchased size is unsuitable, customers may exchange it for another size of the same product.
• All size exchanges are subject to stock availability.
• Size exchanges must be requested within 7 days of receiving the item.
• Items purchased in an unsuitable size are eligible for exchange but are not eligible for a refund.
• If the requested size is unavailable, HEIM will review the available options on a case-by-case basis.
2.3 Manufacturing Defects
• Manufacturing defects must be reported within 7 days of receiving the item.
• Please provide photographs and details of the issue for assessment.
• Once confirmed as a manufacturing defect, HEIM will provide an appropriate solution, which may include repair, replacement, or refund.
• Normal wear and tear is not considered a manufacturing defect.
• Damage caused by improper care, accidents, incorrect washing or cleaning, or alterations performed by a third party is not considered a manufacturing defect.
2.4 Returns & Refunds
HEIM does not accept returns or provide refunds for items without a manufacturing defect due to:
• Change of mind
• Incorrect choice of style
• Incorrect choice of colour
• Unsuitable size
For an unsuitable size, customers may request a size exchange subject to the conditions above and stock availability.
Refunds will generally only be considered when a confirmed manufacturing defect cannot reasonably be resolved through repair or replacement.
2.5 Incorrect Items
• If you receive a product, colour, or size different from your confirmed order, please contact HEIM within 7 days of receiving the item.
• HEIM will arrange for the correct item to be provided.
• HEIM will cover the reasonable shipping costs associated with correcting the order.
2.6 Shipping Costs for Exchanges
• For a size exchange resulting from the customer’s original size selection, the customer is responsible for the return and replacement shipping costs.
• If HEIM has supplied an incorrect item or the item has a confirmed manufacturing defect, HEIM will cover the reasonable shipping costs associated with resolving the issue.