Refund policy

Returns, Refunds & Hire Policy – WITHIN REACH for Brides – Perth Hills

1. Your rights under Australian Consumer Law
   Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a repair, replacement or refund if a product is faulty, unsafe, not of acceptable quality, or not as described, and to compensation for any reasonably foreseeable loss or damage. Nothing in this policy limits your ACL rights.

2. Change of mind – purchases
   All gowns at WITHIN REACH for Brides are sold or hired off the rack. You see, try on and approve the exact dress you are purchasing or hiring. For this reason, we do not offer refunds for change of mind; deciding the style, size or colour is no longer right after purchase; or event/date cancellation or change of circumstances. Where possible, and entirely at our discretion, we may offer an exchange to another gown or a store credit for future use, provided that the gown is in original condition (unworn, unwashed, unaltered and free from marks, perfume, tan or damage), all tags are attached, and you contact Angela within 7 days of pickup or delivery. Sale, sample or clearance gowns are sold as‑is and are not eligible for change‑of‑mind returns or exchanges unless required by law.

3. Bridal hire bookings
   When you hire a gown, you reserve that dress for a specific date. Booking / hire fees are non‑refundable for change of mind, incorrect size choice or event cancellation, as the gown has been held for you and removed from availability. If you wish to move your date, we will do our best to assist with a date change, subject to gown availability and any applicable re‑booking fee. If, for reasons within our control, we cannot supply the booked gown or a suitable alternative, hire fees already paid for that gown will be refunded.

4. Security / damage bond (hire)
   Some hires may require a security bond at collection. The bond is returned once the gown has been cleaned and inspected and is found to be in acceptable condition for re‑hire (please allow up to 14 days from return). We may deduct reasonable amounts from the bond, or invoice you separately, for significant damage (rips, broken zips, torn lace, missing beading, etc.), permanent stains or odours that cannot be removed, and late returns (daily late fees may apply). Any proposed charge will be discussed with you and supported by photos or notes from inspection.

5. Alterations
   WITHIN REACH for Brides includes complimentary standard alterations and select custom adjustments on purchased and hired gowns, as described during your appointment and in your booking paperwork. Once alterations have begun, alteration work (including any paid upgrades) is non‑refundable, as it is specific to your body and gown. If you choose to have any additional alterations or modifications carried out after the gown has left Within Reach (by another dressmaker or yourself), we are not responsible for the outcome. Where a problem or poor fit is caused by external alterations, wear and tear, or damage after collection, you are not entitled to a refund, repair or replacement under this policy, except where required by law.

6. Sale, sample and pre‑damaged gowns
   Some gowns are priced lower because of known faults, wear or minor damage. These issues will be pointed out at your appointment and/or described in writing. By proceeding with the purchase or hire, you acknowledge that you were aware of and accepted the existing issue. Under the ACL you generally cannot later reject goods for a problem you were told about before purchase. This does not affect your rights if a new, major fault arises that is not related to the disclosed issue.

7. Faulty, misdescribed or not‑of‑acceptable‑quality gowns
   If you believe a gown you have purchased or hired from us has a major problem (for example, it is significantly different from the description, has an undisclosed major defect, or is not fit for purpose), please contact us promptly. Depending on the circumstances, you may be entitled to a repair, a replacement gown, a partial refund or hire‑fee reduction, or a full refund, in line with the ACL. We may ask for photos and/or to inspect the gown in person to assess the issue.

8. How to contact us about returns or issues
   If you need to raise an issue or ask a question about this policy, please contact Angela within 7 days of pickup or delivery. Contact details are on our contacts page.