Return & Exchange


Return Policy


Under EU consumer law, customers typically have a 14-day right of return for most online purchases. However, made-to-order or custom-made items and all sale items are exempt from this rule and are considered final sales, as outlined in Article 16(c) of the EU Consumer Rights Directive (2011/83/EU).


For ready-to-ship products in stock (not marked as sale items), our standard 14-day return policy applies, allowing you to return the item within 14 days of receipt, in accordance with international consumer protection regulations.


Our Global Policy


Our made-to-order model also aligns with international consumer protection laws:


  • United Kingdom (UK): Under the Consumer Contracts Regulations 2013, custom-made or personalized goods are non-returnable unless faulty or not as described.
  • United States (US): FTC guidelines do not require returns for custom-made goods unless the product is defective or not as described.
  • Australia: Under Australian Consumer Law, businesses are not required to offer refunds for custom-made items unless faulty, not as described, or failing to meet expected quality standards.
  • Other Countries: Local regulations may vary, but the principle is similar—returns are typically only accepted if the product is defective or does not match its description.



Sustainability and International Return Policy


At Defaïence, most of our products are made to order, reflecting our commitment to sustainability. This approach reduces waste and prevents overproduction, ensuring we create only what is needed based on your specific order.


Exchange Policy


Although we are not legally required to accept returns for custom-made products, we may offer exchanges for sizing or color adjustments when possible. Please note that sale items are final sale and not eligible for return, refund, or exchange. Customers are responsible for any shipping costs related to exchanges.


Damages and Issues


Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and resolve it promptly.


Exceptions / Non-returnable Items


  • Made-to-order items
  • Sale items (final sale)
  • Gift cards


If you have any questions or concerns about a specific item, please feel free to contact us.


Refunds


Once your return (for eligible items only) is received and inspected, we will notify you of the approval status. If approved, the refund will be issued to your original payment method. Please note that original shipping costs and return shipping fees will be deducted from the refund amount.


Refunds may take several business days to appear, depending on your bank or credit card provider.


For any questions about our return policy, please contact us at info@defaience.com.