Refund policy

Refund Policy

Straight version: our pieces are made to order, so we handle change-of-mind differently to a stock retailer. But if something is wrong with what we sent you, we fix it. Your rights under the Australian Consumer Law are not affected by anything on this page.

What made to order means for returns

Every Chapter is produced to order rather than pulled from a warehouse. Nothing is made until it is bought, which is how we avoid dead stock. It also means we cannot restock and resell a change-of-mind return the way a normal retailer can.

So: we do not offer change-of-mind refunds or exchanges on made-to-order pieces once production has begun. Please use the size guide on the product page before ordering, and email us at Club@pb-3.com if you are unsure — we would rather answer a sizing question than send you the wrong garment.

If you change your mind before production starts

If you contact us quickly after ordering and production has not started, we will do our best to amend or cancel your order. Email Club@pb-3.com with your order number as soon as possible. We cannot guarantee it once a piece has entered production.

If something is faulty, damaged, or not what you ordered

This is different, and it is covered. Under the Australian Consumer Law our goods come with guarantees that cannot be excluded. If a garment is faulty, significantly different from its description, damaged in transit, or simply not the item you ordered, you are entitled to a remedy — a replacement or a refund — depending on the nature of the problem.

Contact us at Club@pb-3.com within a reasonable time of receiving your order, with your order number and photographs of the issue. We will assess it and tell you the remedy. If a return is required, we will cover the return postage where the fault is ours.

How refunds are paid

Approved refunds are returned to your original payment method. Your bank or provider may take several business days to post it. Where a refund applies, we refund the price you paid for the item; original shipping is refunded where the whole order is at fault.

Timeframes

Production and delivery timeframes are shown on each product page and in your order confirmation. A delivery running late is not in itself a fault — but tell us and we will chase it with you.

Contact

Everything above starts with an email to Club@pb-3.com. A real person reads it.