Refund policy

Refund Policy

Severe Damage on Arrival

If the gown arrives with severe damage (such as major rips or large stains) that renders it unwearable, a refund may be considered. Cusxtomers must report the issue within 24 hours of delivery, supported by a clear, uninterrupted unboxing video showing the sealed package being opened for the first time. The gown must remain in its original condition, with all tags, labels, and packaging intact.

Claims will not be accepted if the gown has been worn, altered, removed from original packaging, lacks original labels, or if the unboxing video does not clearly demonstrate the condition of the gown at the moment of delivery.

Significant Deviation from Approved Design

Refunds may be issued only if the gown significantly deviates from the major design elements approved by the customer. This includes deviations in:

  • Neckline

  • Skirt style

  • Sleeve type

  • Fabric type

  • Embellishments

Minor variations in craftsmanship, finish, detailing, placement, or density are not considered significant deviations and are inherent to handmade couture garments.

Non-Refundable Deposit

All deposits are refundable only within 24 hours from the time of payment, provided that production has not begun and no fabrics or materials have been reserved or sourced.

After the 24-hour period, the deposit becomes fully non-refundable. Once a deposit is placed, a production slot is reserved and fabrics are sourced or secured exclusively for the customer. Deposits compensate for reserved production capacity and material allocation and cannot be refunded under any circumstances, including event cancellation, postponement, rescheduling, or change of mind.

Restocking Fee

A 20% restocking fee will be deducted from any approved refunds. Refunds are issued as store credit only, are non-transferable, and may not be redeemed for cash.

Minor Damage

The loss of 5–10 stones or sequins is considered minor damage and does not qualify for a refund. Due to the handcrafted nature of couture gowns and handling during international transit, minor stone or sequin loss may occur. Repair instructions will be provided, or customers may return the gown for repair at their own expense, including shipping costs both ways.

Handcrafted Nature

All gowns are custom-made by skilled artisans and are not machine-produced. Due to the handcrafted nature of couture garments, it is not possible to replicate any design with 100% exactness. Gowns are reproduced with approximately 97–98% accuracy.

Minor variations in bead placement, embroidery density, crystal size, stitching, fabric texture, dye saturation, or finishing details are normal, acceptable, and inherent to handmade couture garments and do not constitute defects or grounds for refund.

Color & Display Variations

Colors may vary slightly due to fabric dye lots, lighting conditions, photography, and differences in screen or device displays. Such variations are normal and do not qualify for refunds or claims.

Measurements & Fit Responsibility

All gowns are custom-made to the customer’s provided body measurements. Customers receive a size chart and video tutorial explaining how to take accurate measurements.

Reinee Couture may request measurement photos or videos to assist and prevent errors. If a customer declines or fails to provide requested verification, Reinee Couture is not responsible for fit issues caused by incorrect measurements. Fit-related concerns do not qualify for refunds, exchanges, or remakes.

Final Video Approval

Customers receive a final approval video of their completed gown before shipment. Reinee Couture never ships a gown without sending this video first, and customers may request additional videos of their custom-made gown.

Approval of the final video confirms that the customer has reviewed the gown and agrees that it meets all specifications, measurements, and design expectations and is ready to be shipped.

Non-Refundable After Approval

If a customer chooses not to accept the gown after providing final video approval, no refunds, cancellations, or chargebacks will be accepted. Final approval confirms full acceptance of the completed gown, and responsibility for the order is transferred to the customer.

Changes to Design, Fabric, or Requests

Customers may request design modifications, including changes to sleeves, lining, fabric, color, or detailing, only before final confirmation and before production begins. All requested changes must be confirmed in writing and may be subject to additional charges. Customers must consult sales support to confirm feasibility, pricing, and timelines.

Once production has started, no changes, additions, or modifications will be accepted under any circumstances. Requests made after production has begun do not qualify for refunds, cancellations, or exchanges.

Exchanges

Due to the bespoke nature of our gowns, custom-made dresses created from scratch to a customer’s body measurements are not eligible for exchange. These gowns are individually tailored and cannot be worn or fitted by another person.

Exchanges may be accepted only for pre-made, ready-to-ship stock dresses, provided that:

  • The request is made within 24 hours of delivery

  • The gown is unworn, unaltered, and in original condition

  • All tags, labels, and packaging remain intact

  • The gown shows no signs of wear or use

All shipping costs (return and reshipment), duties, and taxes are the responsibility of the customer. Reinee Couture reserves the right to refuse exchanges in cases of misuse or abuse.

Wear & Event Use

Gowns worn to events, fittings, photo shoots, or altered in any way are considered fully accepted and are not eligible for refunds, exchanges, or claims.

Delivery Address Responsibility

Customers are responsible for providing accurate and complete shipping information. Reinee Couture is not responsible for delays, loss, or non-delivery caused by incorrect or incomplete addresses provided by the customer.

Production Time, Advance Orders & Scheduling

All Reinee Couture gowns are custom-made. Active production time typically ranges from 3–6 weeks, depending on design complexity, fabric availability, and production volume. In some cases, certain designs may be completed faster, including approximately 2 weeks, without guarantee.

Clients may place orders weeks or months in advance, including 2–12 months before an event. When orders are placed far in advance, production, final detailing, and completion may be scheduled closer to the event date to ensure optimal fit, fabric condition, and final finish.

Time spent on fabric sourcing, production scheduling, or holding completion for an agreed event date is considered part of the custom-made process and does not constitute a delay. Such timing does not qualify for refunds, cancellations, chargebacks, or compensation, including in cases of event cancellation or date changes.

Production Delays

While Reinee Couture works to meet estimated production timelines, occasional delays may occur due to fabric availability, customization complexity, supplier timelines, quality-control adjustments, or unforeseen production requirements.

Because each gown is custom-made, all production timelines are estimates, not guarantees. Production delays, whether minor or extended, do not qualify for refunds, cancellations, exchanges, chargebacks, or compensation.

Customers are responsible for ordering with sufficient time to accommodate production and delivery estimates.

Customs, Duties & Taxes

Customs duties, import taxes, and clearance delays are the responsibility of the customer. Reinee Couture has no control over customs processing times and is not liable for delays or fees imposed by customs authorities.

Chargeback Abuse & Fraud Prevention

By placing an order, the customer confirms that they are the authorized cardholder or have full permission from the cardholder to complete the transaction. All payments are deemed fully authorized at the time of checkout or invoice payment.

All Reinee Couture gowns are custom-made and bespoke services, produced specifically for each customer and not resalable. Orders cannot be canceled or reversed once production has begun or approval has been provided.

In the event of a chargeback, Reinee Couture will formally dispute the claim using all available evidence, including order records, invoices, customer communications, measurement confirmations, fabric sourcing records, production timelines, approval videos, and shipping confirmations.

Chargebacks filed due to change of mind, event cancellation, fit issues, measurement errors, production timelines, color variation, minor craftsmanship differences, or failure to review approval materials are considered invalid disputes. Abuse of the chargeback system may result in permanent refusal of future service.

Force Majeure

Reinee Couture shall not be held responsible for delays or issues caused by events beyond reasonable control, including natural disasters, supplier disruptions, labor issues, courier delays, customs holds, or other force majeure events.

Limitation of Liability

Reinee Couture shall not be liable for indirect, incidental, special, or consequential damages arising from the use of our products or transactions.

Agreement to Terms

By completing an order with Reinee Couture, customers confirm that they have read, understood, and agreed to this Refund Policy.