Return Policy for Custom-Manufactured Products

At Westwear, we take great pride in delivering high-quality custom-manufactured products that meet your specific requirements. Due to the personalised nature of custom orders, our return policy differs from that of standard products. We aim to ensure complete customer satisfaction while adhering to Australian Consumer Law.

Custom Orders – Non-Returnable

Custom-manufactured products are made specifically to your provided specifications (such as size, design, and material) and therefore cannot be resold. As a result, we do not accept returns or exchanges for custom orders unless they fall under one of the conditions listed below.

Faulty or Incorrect Items

If the product is faulty or does not match the agreed-upon specifications, we will accept a return or offer a replacement under the following conditions:

• The product is found to have a manufacturing defect or fault.
• The product does not meet the specifications provided by you (e.g., incorrect dimensions or materials).
• You must notify us within 7 days of receiving the product, providing detailed information and photographs (if applicable) to support your claim.

Refunds and Remakes

If a custom product is deemed faulty or incorrect, we will offer the following solutions:

• Remake: We will remake the product to correct the defect or issue at no additional cost.
• Refund: In cases where a remake is not possible, a refund will be issued to the original payment method.
• Repair: Where appropriate, we may offer to repair the item free of charge.

Non-Returnable Circumstances

Returns or refunds will not be granted for custom products in the following situations:

• Changes in customer preferences after production has commenced.
• Minor variations in colour, texture, or appearance that are typical of natural materials.
• Incorrect specifications provided by the customer.

Order Cancellations

Cancellations for custom orders are only accepted if production has not yet begun. Once production has commenced, the order cannot be cancelled or modified.

Contact Us

For any questions or further assistance, please reach out to our Customer Service team at onlineorders@westwear.com.au or 0416 178 239. We're here to help!

Your Rights

This policy is in accordance with Australian Consumer Law, which guarantees your rights in the case of faulty or misrepresented products. If your product does not meet the required standards, we are committed to ensuring a fair and prompt resolution