Returns, Remakes & Refunds Policy

Every MadeApt garment is made to your measurements, for you, by a named maker. Nothing is pulled from a shelf and nothing can go back on one. That changes how returns work — but it doesn't mean you carry the risk alone. This policy explains what we cover, what you cover, and how we decide.

Your rights under the Australian Consumer Law (ACL) apply to every order and nothing in this policy limits them.

1. The short version

• We don't accept change-of-mind returns once your fabric has been cut. Your garment exists because you ordered it; it has no other buyer.
• We fix anything that's our fault — a construction fault, a departure from the design you approved, a measurement error on our side. Alteration first, remake if needed, refund if neither is possible.
• Every order has an evidence trail. Each commission passes through six quality gates (G0–G5) with photos at each stage, and you sign off at the key ones. When something goes wrong, we look at that trail, not at who argues best.

2. How we assess a problem

Every commission moves through six gates:

What you approved at G0, G1 and G3 becomes the reference for your garment. If the finished piece matches what you approved and the measurements we were given, it has been made correctly. If it doesn't, that's on us.

3. What's covered

Faults in workmanship

Loose seams, faulty closures, puckering, uneven hems, construction that fails within normal wear. Fully covered. We'll repair it, remake it, or refund it. For a major fault you choose the remedy; for a minor one we'll fix it at no cost to you.

Not matching your approved design

If the garment differs from the brief you approved at G0 or the midpoint photos you approved at G3 — wrong neckline, missing detail, different construction — fully covered, same remedies as above.

Wrong fabric or colour

If the fabric differs from the swatch you approved at G1, fully covered. Small natural variance between a swatch and a full bolt (dye lot, texture) is normal and we'll flag it at G1 if it matters for your piece.

Fit — when we measured you

If MadeApt or your maker took or verified your measurements and the garment falls outside our stated tolerance (typically ± 1 cm on key measurement points, as set in your garment's specification), fully covered: alterations free, remake if alterations can't get it right.

Damaged or lost in transit

We'll lodge the claim with the carrier and sort a repair, remake or refund with you directly. You don't wait on the carrier.

Late delivery

If we miss a committed delivery date you relied on (a wedding, a show, a departure date) and told us about at the time of ordering, contact us. Depending on the circumstances we'll offer a partial refund, cover express shipping, or — if the garment is now genuinely useless to you — a full refund.

4. What's not covered

Change of mind

Once fabric is cut (G2) we can't accept a return because you no longer want the garment, chose a different colour, or found something else. This is standard for made-to-order goods under Australian law.

Fit — when you supplied your own measurements

If you self-measured and the garment matches the measurements you gave us (within tolerance), it hasn't been made wrong. We'll still help: we can arrange alterations with a local tailor at cost, and where the fix is minor we'll often cover the first round as goodwill — ask us. If your measurements changed between ordering and delivery, the same applies.

Fabric behaviour you were told about

Some fabrics crease, shed, shrink slightly on first wash or show natural slubs. If we flagged this at G1 and you went ahead, it isn't a fault.

Wear, care and alterations by others

Damage from wear, incorrect care, or alterations made by someone other than MadeApt or your maker.

5. Cancelling before your garment is cut

You can cancel any time before G2. What you get back depends on where the order is:

6. How to raise an issue

1. Try the garment on within 7 days of delivery and check it against your approved design.
2. Email contact@madeapt.com within 14 days of delivery with your order number, a description of the issue, and photos (front, back, and close-up of the problem). Fit issues are much easier to assess with a photo of you wearing it.
3. We reply within 3 business days with our assessment against the gate evidence and the remedy we're proposing.
4. Remedy. Alterations are done by your original maker where practical, or by a partner tailor near you. Remakes restart at G0 with the corrected brief. Refunds go back to your original payment method (including Afterpay and Klarna) within 10 business days of approval.

If you're not happy with our assessment, tell us why and we'll look again. You always retain your rights under the ACL and can contact your state consumer protection agency.

7. For businesses using MadeApt

If you ordered through a studio or brand that uses MadeApt, their own terms apply to your purchase. This policy governs commissions placed directly with MadeApt.

8. Contact

Questions about this policy, or an order you'd like assessed:

Email: contact@madeapt.com