Refund policy
We are happy to assist with eligible returns and exchanges.
For change-of-mind, sizing or other discretionary returns that are not related to a fault or failure under the Australian Consumer Law, we do not provide refunds. Approved eligible returns may be resolved by store credit or an exchange, subject to the terms of this Policy.
If you have concerns regarding the quality or construction of your garment, please contact our Customer Support Team as soon as possible so we can assess the issue and determine the appropriate resolution.
Ready-to-Wear Returns and Exchanges
For sizing concerns, eligible Ready-to-Wear garments may be exchanged for a different size of the same product and colour, subject to availability.
All returns and exchanges must be approved by Brent Wilson before the goods are returned. Approval is at the discretion of Brent Wilson, except where a remedy is required under the Australian Consumer Law.
Requests for an exchange or store credit must be submitted within 14 days of purchase by initiating the return online.
Returned goods must not have been worn, altered or washed and must be returned in the condition in which they were received, including original packaging and swing tags attached.
Garments that do not have their original packaging and swing tags may not be eligible for an exchange or store credit, except where the Australian Consumer Law requires otherwise.
We recommend insuring goods returned or sending returned goods via registered post. Brent Wilson is not responsible for returned goods until
they have been received by us.
Store Credit
Where an eligible discretionary return is approved and an exchange is not requested or available, store credit may be issued for the purchase price of the returned garment.
Store credit is not transferable and cannot be exchanged for cash or refunded to the original payment method, except where required under the Australian Consumer Law.
Made-to-Measure
Made-to-Measure garments are produced according to the customer's individual measurements and customisations.
As these garments are individually made, they are not eligible for change-of-mind returns, exchanges or store credit.
If you believe your Made-to-Measure garment has a fault or does not meet the agreed specifications, please contact our Customer Support Team so that we can assess the issue.
Australian Consumer Law
Nothing in this Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a product has a problem covered by the Australian Consumer Law, we will assess the issue and provide the remedy required by law.
This Policy does not limit or remove any rights that cannot legally be excluded.
Cancellation and Change of Mind
We do not provide refunds for change of mind.
Customer-requested cancellations are subject to Brent Wilson's approval and any applicable terms relating to the stage of production or fulfilment.
Products Damaged During Delivery
If your product has been damaged during delivery, please contact us as soon as possible after receiving your order.
Please retain the product, packaging and any other items received with the order while we assess the issue.
We will assess the damage and provide the appropriate remedy in accordance with this Policy and the Australian Consumer Law.
Exceptions
We may refuse an exchange or store credit where:
For change-of-mind, sizing or other discretionary returns that are not related to a fault or failure under the Australian Consumer Law, we do not provide refunds. Approved eligible returns may be resolved by store credit or an exchange, subject to the terms of this Policy.
If you have concerns regarding the quality or construction of your garment, please contact our Customer Support Team as soon as possible so we can assess the issue and determine the appropriate resolution.
Ready-to-Wear Returns and Exchanges
For sizing concerns, eligible Ready-to-Wear garments may be exchanged for a different size of the same product and colour, subject to availability.
All returns and exchanges must be approved by Brent Wilson before the goods are returned. Approval is at the discretion of Brent Wilson, except where a remedy is required under the Australian Consumer Law.
Requests for an exchange or store credit must be submitted within 14 days of purchase by initiating the return online.
Returned goods must not have been worn, altered or washed and must be returned in the condition in which they were received, including original packaging and swing tags attached.
Garments that do not have their original packaging and swing tags may not be eligible for an exchange or store credit, except where the Australian Consumer Law requires otherwise.
We recommend insuring goods returned or sending returned goods via registered post. Brent Wilson is not responsible for returned goods until
they have been received by us.
Store Credit
Where an eligible discretionary return is approved and an exchange is not requested or available, store credit may be issued for the purchase price of the returned garment.
Store credit is not transferable and cannot be exchanged for cash or refunded to the original payment method, except where required under the Australian Consumer Law.
Made-to-Measure
Made-to-Measure garments are produced according to the customer's individual measurements and customisations.
As these garments are individually made, they are not eligible for change-of-mind returns, exchanges or store credit.
If you believe your Made-to-Measure garment has a fault or does not meet the agreed specifications, please contact our Customer Support Team so that we can assess the issue.
Australian Consumer Law
Nothing in this Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a product has a problem covered by the Australian Consumer Law, we will assess the issue and provide the remedy required by law.
This Policy does not limit or remove any rights that cannot legally be excluded.
Cancellation and Change of Mind
We do not provide refunds for change of mind.
Customer-requested cancellations are subject to Brent Wilson's approval and any applicable terms relating to the stage of production or fulfilment.
Products Damaged During Delivery
If your product has been damaged during delivery, please contact us as soon as possible after receiving your order.
Please retain the product, packaging and any other items received with the order while we assess the issue.
We will assess the damage and provide the appropriate remedy in accordance with this Policy and the Australian Consumer Law.
Exceptions
We may refuse an exchange or store credit where:
- The item has been worn, altered or washed.
- The item has been damaged through misuse or improper care.
- The item is returned without the required original packaging or swing tags, where permitted by law.
- The request is outside the applicable return period.
- The request is based solely on change of mind where no discretionary return is available.
- The item was made-to-measure or individually customised, except where a remedy is required under the Australian Consumer Law.
- The issue was known to the customer before purchase.
- Any other exception applies under the Australian Consumer Law.
Shipping Costs for Returns and Exchanges
For discretionary returns and exchanges, return shipping costs are the customer's responsibility and are non-refundable.
Where a product is confirmed to have a fault or other issue covered by the Australian Consumer Law, shipping costs will be handled in accordance with our legal obligations.
Response Time
We aim to process approved return and exchange requests within 3 business days of receiving the returned product.
How to Request a Return or Exchange
- Log in to your account portal at https://account.brentwilson.co using your order email.
- Select the order you wish to return or exchange and submit your request along with the reason.
- Wait for your return request to be approved before sending the product back.
- Once approved, arrange shipping to the return address provided by Brent Wilson.
- Once we receive and assess the product, we will process the approved exchange or store credit.
Return Address
Australia:
Brent Wilson
Shop 133, Level 2, The Strand Arcade
193 Pitt Street
Sydney NSW 2000
Australia
USA:
BRENTWILSON
151 Factory Stores Drive
Camarillo, CA 93010
Los Angeles, USA
+61 432 254 390
camille@brentwilson.com.au
Contact Us
If you have any questions about this Policy or would like assistance with a return or exchange, please contact our Customer Support Team at enquiries@brentwilson.com.au.
Australia:
Brent Wilson
Shop 133, Level 2, The Strand Arcade
193 Pitt Street
Sydney NSW 2000
Australia
USA:
BRENTWILSON
151 Factory Stores Drive
Camarillo, CA 93010
Los Angeles, USA
+61 432 254 390
camille@brentwilson.com.au
Contact Us
If you have any questions about this Policy or would like assistance with a return or exchange, please contact our Customer Support Team at enquiries@brentwilson.com.au.