Returns, Exchanges & Quality Guarantee Policy
Made-to-Order
All our items are made to order, meaning they are custom-made and uniquely embellished for specific sizes and selected designs. Due to the personalized nature of our products, we maintain a no return, no refund policy on all embellished items.
EU Right of Withdrawal — Exemption Notice
Under EU Directive 2011/83/EU (Consumer Rights Directive), consumers based in the European Union normally have a 14-day right of withdrawal from distance contracts. However, this right does not apply to goods that are made to the consumer's specifications or are clearly personalised (Article 16(c)). All products sold by Dowsa Performance Wear are made to order and custom-embellished to your chosen size and design. The 14-day right of withdrawal therefore does not apply to your purchase. By placing an order, you acknowledge and agree that your order is exempt from the right of withdrawal on this basis. If you have any questions before placing your order, please contact us at contact@dowsawear.com
Domestic Exchanges
We understand that sizing can sometimes be tricky. We offer exchanges on non-embellished items only (such as plain leotards, dresses and skirts) if the size doesn't meet your expectations.
- Exchanges must be requested within 3 days of receiving your order.
- Items must be unworn, unwashed, and in original condition with tags attached
- If your preferred exchange size is unavailable, we will provide store credit for future purchases
How to Request an Exchange
To request an exchange, please contact us at contact@dowsawear.com with your order number and details about the item you'd like to exchange.
International and EU Exchanges
As all our products are made to order and personalised, we do not accept exchanges from international or EU customers, in line with the exemption under Article 16(c) of the EU Consumer Rights Directive.
However, if you believe there is a quality issue with your item, we are happy to review this on a case-by-case basis and provide exchange instructions where appropriate. Please note that the original shipping fee will not be refunded and the sender is responsible for the return shipping cost.
Quality Guarantee
We take great pride in the quality of every Dowsa garment. Every item is individually inspected before dispatch to ensure it meets our high standards.
Inspection Upon Delivery
We kindly ask that you inspect your order carefully within 3 days of the recorded delivery date and before the garment is worn or used.
If you believe your order has arrived with a manufacturing fault, shipping damage, or you have received an incorrect item, you must notify us within this 3-day inspection period by email, including:
- your order number;
- a description of the issue;
- clear photographs of the garment and the affected area; and
Claims submitted after the 3-day inspection period cannot be accepted, as we are unable to determine whether the issue was present upon delivery or occurred after the item was used.
Failure to inspect and report any manufacturing fault within the 3-day inspection period will be deemed acceptance that the item was received in satisfactory condition.
Manufacturing Faults
Manufacturing faults may include:
- Faulty stitching
- Zip defects
- Missing components
- Fabric flaws present upon delivery
If your claim is accepted, Dowsa Performance Wear will, at its sole discretion:
- repair the garment;
- provide a replacement;
- reimburse the reasonable cost of a professional local repair; or
- offer another appropriate solution.
Minor Cosmetic Variations
As every Dowsa garment is individually handcrafted, minor variations in embellishment placement are a natural part of the manufacturing process and do not affect the quality, performance, or appearance of the garment. These are not considered defects.
Damage After Delivery
The following are not considered manufacturing faults and are not covered under this policy:
- accidental damage;
- snags or pulled threads;
- torn mesh;
- damage caused while dressing or undressing;
- damage occurring during competitions, performances or training;
- damage caused by jewellery, shoes, accessories or external objects;
- incorrect washing, drying or storage;
- alterations carried out by anyone other than Dowsa Performance Wear;
- normal wear and tear.
Repairs
Where a minor repair can be completed professionally without affecting the appearance, fit or performance of the garment, Dowsa Performance Wear may choose to reimburse the reasonable cost of a local professional repair instead of requiring the garment to be returned.
