Refund policy

Returns accepted only for faulty or damaged items; no general return window applies.

Made‑to‑Order and In‑Stock Garments

Senzela Jade offers both in‑stock garments and made‑to‑order pieces. Production for made‑to‑order garments begins immediately once your order is placed.

Change of Mind

Returns and exchanges are not available for change of mind, incorrect size selection or personal preference, whether the item is in stock or made to order. Please review all product details and sizing information carefully before placing your order.

Faulty or Damaged Items

If your item arrives damaged or with a manufacturing fault, please contact us within 48 hours of delivery. Photographs of the issue are required so we can assess and assist promptly.

Approved faulty items will be repaired, replaced or refunded in accordance with Australian consumer law.

Colour & Design Variation

All Senzela Jade garments are handmade by our artisans, and slight variations in colour, detailing and finish may occur between the product images and the garment you receive. Studio lighting, post‑production editing and individual device displays (including brightness, contrast and vibrancy settings) can also influence how colours appear online.

We may make minor design refinements from time to time to improve quality, construction or fit. These adjustments are subtle and do not change the overall look or intention of the garment.

Such variations are not considered faults.

Made‑to‑Order Refunds

For made‑to‑order garments, if a refund is approved before production has begun, it will be issued in full.

If a refund is approved after production has begun, a partial refund may be issued to cover labour, materials and associated production costs already incurred.

Order Cancellations

Because production for made‑to‑order garments begins immediately, orders cannot be cancelled once submitted. Please ensure all details are correct before completing your purchase.

Shipping Errors

If you believe your parcel has been misdelivered or lost in transit, please contact us so we can investigate with our delivery partners.

More Information

For details on production timeframes, shipping and delivery, please refer to our Shipping Policy, Terms of Service and FAQ.