Refund policy

Please note that, as our garments are crafted according to your unique customisations and measurements, we do not provide refunds for made to measure products.

If you happen to encounter any concerns regarding the quality or construction of your garments, we are here to help. Please reach out to our dedicated Customer Support Team within 7 days of receiving your order for prompt assistance.

Goods may only be exchanged for online orders on the grounds of a fault in the product, different size of the same product (in the same colour). Brent Wilson does not take responsibility for unsuitability, change of mind or any other particulars.

All exchangeable goods must be approved prior to return. Returns are approved at the discretion of Brent Wilson. We will endeavour to exchange approved returns to the best of our ability within reason. Where a product has been approved for refund and is no longer available, the purchase price you paid will be refunded to you.

Request for exchange must be notified to Brent Wilson within 14 days of purchase by emailing enquiries@brentwilson.com.au or by calling +61 432 254 390.

Returned goods must not have been worn, altered, washed and must be returned in the condition they were received including original packaging and swing tags attached. Garments that do not have original packaging and swing tags are not eligible for return.

You may wish to insure goods returned or send returned goods via registered post. Brent Wilson is not responsible for returned goods.

Full Terms & Conditions

This Refund Policy (“Policy”) applies to the following purchases: all purchases made with Brent Wilson (ABN 66 724 887 271) (Brent Wilson) or Retail Trading Corp Pty Ltd (ACN 651 211 657), including via our website, and Face to Face we all as telephone and / or email.

1. General

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

Under the Australian Consumer Law, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

4. Products Damaged During Delivery

In the event that the product you ordered has been damaged during delivery:

Please contact us as soon as possible.
Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.

5. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

You misused the said product in a way which caused the problem.
You knew or were made aware of the problem(s) with the product or service before you purchased it.
You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns

In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation orcollection of the Returned Product, at our cost.
In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

7. Response Time

We aim to process any requests for repairs, replacements or refunds within 3 days of receipt.

8. How to Return Products

You can contact us at the end of this Policy to discuss a return using the information.
Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
To be eligible for a refund, repair or replacement, you must provide proof of purchase.
You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

9. Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: enquiries@brentwilson.com.au.