Refunds, Returns and Cancellation Policy

Last updated: 20 August 2026

1. In short

If something is wrong with your order, we will fix it. That is your right under Australian law and nothing on this page changes it.
If you have simply changed your mind, what we can do depends on the item. See section 4.
Some items cannot come back for change of mind, mainly things made to your measurements and items worn against the skin or hair. See section 5.
Talk to us first. Call (08) 9328 4194 or email info@regaliacraft.com.au before you send anything back.

2. Your rights under the Australian Consumer Law

This section overrides everything else on this page. Nothing here or anywhere else on our website takes away your rights 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.

In plain terms, the things we sell you must:

be of acceptable quality, meaning safe, lasting, free from faults, and doing what you would reasonably expect
match how we described them and match any sample or photograph we showed you
be fit for the purpose we said they were for

If they are not, you have rights, and those rights are not limited by any time limit we set on this page, by the condition of the packaging, or by anything else we say here. The time limits and exclusions in the sections below apply only to change-of-mind returns.

A major failure is where the problem is serious. For example the item is substantially unfit for its normal purpose, or is significantly different from what was described, or could not have been identified as faulty before you bought it. If there is a major failure you can choose between a refund, a replacement, or keeping the item and asking for compensation for the drop in value.

If the problem is not a major failure, we can choose whether to repair it, replace it or refund you, and we will do so within a reasonable time.

You do not pay to return a faulty item. We cover the cost of getting it back to us.

3. If something is wrong with your order

Contact us as soon as you notice. Please have your order number handy, and send a photograph if you can, as it usually saves a trip.

Phone: (08) 9328 4194 Email: info@regaliacraft.com.au

We will tell you whether to bring the item in or post it back, and we will arrange or reimburse the return cost.

Once we have it, we will look at it and come back to you within five business days.

This applies whether the item is faulty, damaged in transit, not what you ordered, or not as we described it.

4. If you change your mind

If you have simply changed your mind about a stocked item, we are happy to take it back.

Please tell us within 14 days of receiving or collecting it, then get it back to us within a further 14 days.

To be accepted, the item must be:

unworn and unused, other than trying it on
in its original condition, with any tags still attached
in its original packaging where it had any
accompanied by your receipt or order number

Return postage for a change-of-mind return is at your cost. We do not charge a restocking or handling fee.

We will look at the item when it arrives. If it comes back worn, altered, damaged or missing parts, we may not be able to accept it, or we may offer a partial refund. We will always talk to you before we do that.

5. Items we cannot take back for change of mind

This section applies only to change of mind. If any of these items is faulty, not as described or wrong, section 2 applies and you are fully covered.

We cannot accept the following back simply because you have changed your mind:

Items made or altered to your measurements, as we cannot sell them to anyone else
Special-manufacture and custom orders, including chancellery robes, honorary doctorate robes, court usher uniforms and anything else made specifically for you
Wigs and headwear, for hygiene reasons, once out of their packaging
Jabots, neckbands and collars, for hygiene reasons, once worn
Gloves, once the packaging is opened

6. How to return something

Contact us first on (08) 9328 4194 or info@regaliacraft.com.au. Please do not send anything back before you have spoken to us, as we may not be able to identify or process it.
We will confirm whether we can accept it and tell you where to send it or when to bring it in.
Pack it carefully. A change-of-mind return is your responsibility until it reaches us, so please use a trackable service.
Include your order number in the parcel.

You are always welcome to bring a return in to 240 Beaufort Street, Perth during opening hours.

7. Refunds, how and when

We refund to the same payment method you used to pay us. We cannot refund to a different card or account.

Refunds are processed within five business days of us accepting the return. Once we have processed it, your bank or card provider may take a few more days to show it.

A refund covers the price you paid for the item. It also covers the original delivery charge if the item was faulty, wrong or not as described. On a change-of-mind return, the original delivery charge is not refunded.

8. Exchanges and alterations

Before you return something, talk to us. We make our garments here in Perth, and there is often more we can do than you would expect.

If a garment does not fit, we can usually exchange it for a different size, or alter it for you. On a made-to-measure item an alteration is very often the quickest way to get you something you are happy with.

9. Cancelling an order

Before we have made or dispatched it

You can cancel and get a full refund, as long as we have not started making a made-to-order item and have not yet dispatched. There is no cancellation fee.

After we have started a made-to-order item

Once we have started cutting or making an item to your measurements, we may not be able to cancel it, because we cannot sell it to anyone else.

If you need to cancel at that point, we will charge only the costs we have already incurred, and we will tell you what those are before we charge you anything.

After dispatch

Once it has left us, it is a return rather than a cancellation. See sections 4 and 5.

10. Hire items

These apply only to items you hire from us rather than buy.

Cancelling a hire booking

You are welcome to reschedule your hire to a different date at no charge.

If you cancel altogether, we refund what you have paid less a $25 cancellation fee.

Returning a hire item

Please return the item in person to 240 Beaufort Street within five days of your hire date.

Normal marks and creasing from ordinary wear are expected and we do not charge for them. Late returns, damage and items that are not returned are covered in section 12 of our Terms and Conditions.

11. If you are not happy with how we have handled it

Please tell us. Ask to speak to the manager and we will take another look.

If we still cannot resolve it, you can contact Consumer Protection Western Australia on 1300 30 40 54, or the ACCC at accc.gov.au. We would rather you came to us first, but that option is always yours.

12. Contact us

Phone: (08) 9328 4194 Email: info@regaliacraft.com.au Address: 240 Beaufort Street, Perth WA 6000 Opening hours: Monday to Wednesday 9:00am to 4:00pm, Thursday and Friday 9:00am to 3:00pm. Closed Saturday and Sunday.

Regalia Craft Pty Ltd, ABN 97 008 697 603, trading as Legal Wear