RETURNS AND EXCHANGES

Entity: Danou Pty Ltd ABN: 68 625 708 072

Effective Date: January 1st 2026
Last Updated: January 1st 2026

1. Scope & Definitions:

  • Stock Products (Ready‑to‑Wear): Items that are manufactured and held in inventory, ready for dispatch without any customization.
  • Made‑to‑Order / Custom Products: Those produced only once an order is placed, including items customized by size/body scan, fabric, design, or personalization.
  • Customer: The end purchaser buying via White Label or a vendor’s connected storefront (Instagram, TikTok, etc.), with all transactions processed through White Label Studio.
  • Vendor: The brand / influencer / business operating through us selling products.

2. Legal Context & Disclosure Requirements:
Under Australian Consumer Law (ACL), customers are entitled to remedies if goods are faulty, not fit for purpose, or don’t match description. This includes made‑to‑order/custom goods in such cases.However, for change of mind, preference, style, or sizing (unless vendor error), businesses are not required under ACL or many international regulations to accept returns for custom/made‑to‑order goods provided this is clearly disclosed prior to purchase. For global customers, vendors must comply with applicable consumer protection laws in those jurisdictions (EU, UK, etc.), which often include similar guarantees for faulty goods and rights to returns.

3. Returns & Exchanges – Stock Products:

Eligibility:

  • Faulty, damaged, or mis-described items.
  • Wrong item shipped.
  • Optionally, change of mind returns if the vendor explicitly offers them (this will be clearly shown on product page).

Timeframe:

  • Fault/damage/mis-description claims: within 14 days of delivery.
  • Change of mind (if offered): return request within 7–14 days after delivery.
    Condition:
  • Items must be unused, unwashed, with all original tags, packaging, and accessories.
  • Returned in original condition, suitable for re‑sale where applicable.

Process:

  1. Customer requests a return via the Support Hub specifying order number, reason, photos if needed.
  2. DAKUTX issues a Return Authorization (RA).
  3. Customer ships back within the time window.
  4. Vendor inspects on receipt.
  5. Outcome: refund, exchange, or store credit.

 Refunds / Exchanges:

  • Refunds processed via original payment method, within 10‑14 business days after approval and receipt.
  • Exchanges subject to stock availability.

Return Shipping Costs:

  • If item is faulty, mis-described, or vendor error: vendor (or White Label Studio) covers return shipping. 
  • If change of mind: customer typically pays return shipping unless vendor offers free returns.

4. Returns & Exchanges – Made‑to‑Order / Custom Products Eligibility:

  • Only for defects, wrong customization, manufacturing errors, or non‑conformity with agreed specifications.
  • Change of mind, preference, or incorrect size due to customer error (unless the sizing was
    guided/verified by the vendor) are not eligible.
    Disclosure:
  • Product pages and checkout must clearly state that item is made‑to‑order/custom, that change of mind returns are not accepted, and the accepted causes for return (defect, mis‑customization).

Time-frame for Claims:

  • Customers must report defects or errors within 14 days of receipt, with supporting evidence (photos, measurements) if requested.
    Outcome / Remedies:
  • Repairs or remake (if feasible).
  • If irreparable defect or mis‑customization: refund or replacement as vendor policy dictates.
  • Additional production times or shipping delays for remade items must be clearly communicated.

5. Exclusions & Non‑Returnable Items:
Products marked; Final Sale, Clearance, or Sale/Marked Down with explicit notice of no returns. Items significantly worn, altered by customer, or missing tags/packaging. Any custom‑made element changed by customer after confirmation (unless vendor error).

6. Responsibilities:

Vendors must:

  • Clearly label products with Stock vs Custom/Made‑to‑Order.
  • Display the return window, conditions, and eligible causes on product pages.
  • Provide return authorizations and inspect returns properly.
  • Refund or exchange in compliance with these policies and relevant laws.

Danou Pty Ltd will:

  • Facilitate the returns process, issue RAs, assist customer‑vendor communications.
  • Ensure the policies are visible in footer, on product pages, and at checkout.
  • Mediate disputes in line with this policy and applicable legislation

Customers should:

  • Keep original packaging, tags, and proof of purchase.
  • Report defects or errors with evidence within stated deadlines.
  • Follow return instructions carefully.

7. Restocking Fees, Store Credit & Partial Refunds:
Vendors may charge a restocking fee (where allowed by law) for change of mind returns, provided this is disclosed in the product page. Where stock is low, vendor may offer store credit instead of a replacement or refund. In cases where item is partly worn but substantially as new, partial refunds may be considered depending on condition.

8. Dispute Resolution:
If vendor and customer disagree, White Label Studio may intervene and make a binding resolution according to this policy, vendor agreement, and local laws.
Vendors must supply proof of faults or shipping/delivery errors (photos, measurements, etc.) when requested.

9. Visibility & Transparency:
This policy must be easily accessible via the footer, product pages, checkout process, order confirmation email.
Before finalizing purchase, customers must see whether an item is custom/made‑to‑order and non‑returnable for change of mind.

10. Compliance with Consumer Law:
Cannot exclude rights under Australian Consumer Law (ACL) for defective goods or failures of statutory guarantees. For international sales, vendors must respect equivalent consumer protection rights (EU, UK, US etc.), particularly regarding defective or mis-described goods.