Refund & Returns Policy

Effective Date: 11 December 2024

At Woods Bridal, we are committed to ensuring our customers are satisfied with their purchases. This Refunds and Returns Policy outlines the terms and process for returns, refunds, and exchanges for purchases made through www.woodsbridal.com.

1. Scope of Policy

This policy applies to all custom wedding dresses purchased from Woods Bridal. Due to the bespoke nature of our products, we strive to maintain fairness while considering the unique customisation involved.

2. Conditions for Returns and Refunds

2.1 Custom Wedding Dresses

  • Non-Refundable Items: All custom-made wedding dresses are non-refundable, unless they are defective or do not meet the agreed-upon specifications.
  • Defects or Errors: If the product has a defect or differs from the agreed customisation details, you may be eligible for a repair, replacement, or refund.
  • Design Fees: The R500 design fee is non-refundable, even if the client decides not to proceed with the order. However, if the client continues with the order, this fee will be credited towards the overall quotation.
  • Design Adjustments: Clients are allowed one complimentary design adjustment during the design phase. Any additional changes will require an extra non-refundable fee before further adjustments can be made.

2.2 Eligibility for Returns

To be eligible for a return or refund:

  • The product must be unused, in its original condition, and with all tags and packaging intact.
  • You must notify us within 7 days of receiving the product by emailing [email protected] with details of the issue and proof of purchase.

3. Return Process

3.1 Initiating a Return

To start a return:

  1. Contact us at [email protected] with the following details:
    • Your order number.
    • A description of the issue (e.g., defect, incorrect customisation).
    • Photographic evidence of the issue, if applicable.
  2. Await our response with further instructions.

3.2 Inspection and Approval

Once the item is received and inspected, we will notify you of the approval or rejection of your return.

  • Approved returns may result in a repair, replacement, or refund based on your preference and availability.

4. Refunds

4.1 Refund Process

  • Refunds are issued to the original payment method used at the time of purchase.
  • Once approved, refunds will be processed within 7–14 business days.

4.2 Refund Deductions

  • Original shipping costs are non-refundable.
  • If the return is due to customer preference and not a defect/error, a restocking fee of 15% may apply.

5. Return Shipping Costs

  • Defective or Incorrect Items: If the return is due to an error on our part, we will cover the return shipping costs.
  • Customer Preference: For other returns (e.g., exchanges or cancellations), you are responsible for the shipping costs.

6. Exceptions

  • Colour and Fabric Variations: Minor variations in colour or fabric are inherent to custom designs and are not considered defects.
  • Measurements: Woods Bridal is not responsible for incorrect sizing if the provided measurements were inaccurate. Alterations due to sizing issues must be handled locally at the customer’s expense.

7. Contact Information

For questions or assistance with returns and refunds, please reach out to our customer support team:

📧 Email: [email protected]
📍 Address: Johannesburg, South Africa

8. Changes to This Policy

We may update this Refunds and Returns Policy from time to time. Any changes will be posted on this page with the updated effective date.

Thank you for choosing Woods Bridal! We are here to help you look your best on your special day.