Returns

This policy sets out your rights when something is wrong with an order from VALEMADRE, and how to make a claim. Nothing in this policy limits or replaces your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Those guarantees include that the goods we sell you:

• are of acceptable quality, meaning safe, lasting, free from defects, acceptable in appearance and finish, and doing all the things a garment of that kind is ordinarily used for
• match the description, sample or images shown at the time you ordered
• are fit for any purpose we told you they were fit for
• are supplied within a reasonable time when no delivery time has been agreed

These guarantees apply to every item we sell, including items made to order. Made to order does not remove any of them.

Major failure and minor failure

If there is a major failure, you choose the remedy: a refund, or a replacement. A failure is major when the item is significantly different from what was described, is unsafe, has a defect that would have stopped you buying it had you known, or cannot be fixed within a reasonable time.

If there is a minor failure, we may choose to repair or replace the item within a reasonable time. If we do not do that in a reasonable time, you can then choose a refund or a replacement.

If your order arrives faulty, damaged or not as described

Email valemadrecontact@gmail.com with your order number and photographs of the problem. Contact us as soon as you reasonably can, and ideally within 30 days of delivery, so we can sort it out quickly. This is a service timeframe to help us act fast. It does not limit your rights under the Australian Consumer Law, which apply for a reasonable period based on the nature of the item.

Once we have your photographs we will assess the claim and tell you the outcome, in most cases without needing the item back. If we do need the item returned, we will arrange and pay for the return ourselves.

We will not:

• ask you to pay return postage on a faulty item
• ask you to post a faulty item overseas at your own cost
• charge a restocking fee or handling fee on a faulty item
• offer only store credit where you are entitled to a refund

Change of mind

Every piece is made to order after you buy it, so we do not offer change of mind returns or exchanges, including for a change of size or colour preference. This is our own policy and it is separate from, and does not affect, the rights described above. If an item is faulty or not as described, your Australian Consumer Law rights apply in full regardless of this section.

Each product page carries a size guide with flat measurements in centimetres. If you are unsure which size to order, email us before you buy and we will help.

Cancelling an order

Because production starts soon after an order is placed, cancellations are only possible before production begins. If you need to cancel, email us immediately with your order number. If production has not started, we will cancel and refund you in full. If it has, we will tell you.

If your order has not arrived

Lost or delayed parcels are covered on our shipping page. In short, your order is our responsibility until it reaches you, so if it does not arrive in a reasonable time we will trace it and then refund or replace it. Email us with your order number.

Wrong or incomplete delivery address

Check your address at checkout. If you notice a mistake, email us straight away and we will correct it if the order has not been dispatched. If an order is returned to us because the address was wrong or incomplete, we will contact you to arrange redelivery.

How refunds are paid

Approved refunds are made to the original payment method. We process them as soon as the outcome is agreed. Your bank or card provider may take several business days after that to show the money in your account, which is outside our control.

Contact

VALEMADRE
valemadrecontact@gmail.com

If you are not satisfied with how we handle a claim, you can contact the Australian Competition and Consumer Commission or the consumer affairs or fair trading body in your state or territory.

Last updated: 1 September 2026.