Return & Alteration Policy

Last Updated: 2025

Service Completion

Work is considered complete when the client approves the final result during the fitting session. Once approved and collected, the service is considered delivered.

Adjustments After Completion

If adjustments are needed after initial completion, please contact us promptly. Minor adjustments may be possible depending on the nature of the work and garment condition.

Adjustments requested due to changes in requirements or preferences after approval may incur additional charges. This will be discussed before work begins.

Work Quality

We work to provide quality services according to agreed specifications. If you have concerns about work quality, please contact us to discuss. We will address legitimate concerns appropriately.

Custom Work

Custom garments are made to specific measurements and requirements. Once work is complete and approved, custom items cannot be returned as they are made specifically for the client.

Alterations to Existing Garments

Alterations are performed on client-owned garments. The original garment remains the property of the client. Alterations cannot be reversed, though further adjustments may be possible depending on seam allowances and construction.

Payment and Refunds

Payment is typically due upon completion and approval of work. Refund policies depend on the specific circumstances and will be discussed on a case-by-case basis if issues arise.

If work is not completed due to circumstances beyond our control, or if a client cancels before work begins, deposits may be refundable depending on the stage of work and materials purchased. This will be discussed during consultation.

Timeline for Adjustments

Adjustments requested within 14 days of garment collection will be prioritized. Adjustments requested after this period may be subject to scheduling availability and may incur additional charges depending on the nature of the work required.

We recommend trying on garments promptly after collection to identify any needed adjustments while the project details are fresh in mind.

Garment Care After Service

Proper care of garments after service completion is the client's responsibility. We provide care instructions specific to the work performed. Damage resulting from improper care, including washing at incorrect temperatures or using inappropriate cleaning methods, is not covered under our service guarantee.

Clients should follow care instructions provided and inform us of any questions about garment maintenance.

Dispute Resolution

If you have concerns about work quality or service, please contact us promptly to discuss. We are committed to resolving issues fairly and will work with you to find an appropriate solution.

Most concerns can be resolved through direct communication. We encourage clients to contact us as soon as any issue is identified so we can address it promptly.

Contact

For questions about returns or adjustments, please contact us at:

contact@xorvalenhrax.world

163 Queen Street, Auckland Central, Auckland 1010, New Zealand