Refund policy
Costume Buyers Club is a members' purchasing cooperative. Our costumes, uniforms and merchandise are made to order by our manufacturing partners once each ordering window closes. Because of this, we don't hold stock for change-of-mind returns. This policy explains when orders can be changed, cancelled or refunded.
1. Change of mind
Each order is produced to your studio's chosen styles, sizes and quantities. We can't offer returns or refunds for change of mind, incorrect size selection or over-ordering.
2. Faulty, damaged or not as described
Your rights under the Australian Consumer Law always apply. If an item arrives faulty, damaged or significantly different from its description, please email info@costumebuyersclub.com as soon as possible, ideally within 14 days of delivery. Include:
- your order number,
- clear photos of the issue in natural light, and
- for colour concerns, a photo of the item next to the product image or approved sample.
We'll assess each claim, which may include checking with the manufacturer. Where an item has a minor issue, we'll choose whether to repair it, replace it or refund it, as the Australian Consumer Law allows. Where there's a major failure, you can choose a replacement or refund.
3. Natural variation in made-to-order items
Our costumes are manufactured in production runs, so small variations are normal and aren't a fault or a failure to match the description. These include:
- Colour and shade: fabric is dyed in batches (dye lots). Colour can vary slightly between production runs, between fabric rolls, and between items in the same order made from different rolls. Colours also look different on screens, in photos and under stage lighting.
- Fabric texture, sheen and print placement: sequins, mesh, velvet, lycra and printed fabrics can vary slightly in texture, sheen and pattern alignment.
- Embellishments: sequin, stone and trim placement is applied by hand and may differ slightly from item to item.
- Measurements: garment measurements may vary by up to 2 cm from the size chart.
- Product images: images may show samples or earlier production runs. Minor differences in finish are expected.
Where an item is clearly a different colour, fabric or design from what you ordered, rather than a natural variation, we'll treat it as not as described under point 2.
If an exact colour match across your whole order matters to you – for example, a full routine on stage together – please tell us before your ordering window closes. We'll ask the supplier to cut your order from a single fabric roll where possible. If you're adding costumes to an earlier order, we can't guarantee a match to the original dye lot.
4. Payment and changes before your ordering window closes
Orders are paid in full at checkout. You can change sizes, quantities or styles, or cancel your order, at no cost until the ordering window closes. We'll refund the amount paid for any cancelled items or, if you prefer, credit it to your CBC account. Orders that aren't paid in full by the time the ordering window closes won't be placed with the supplier.
5. After your ordering window closes
Once the window closes, we place orders with our manufacturing partners and production begins. From this point:
- Orders can't be cancelled, and payments for those items aren't refundable.
- Quantity reductions or size changes can't be guaranteed. Where a supplier agrees to a change, any costs they charge us will be passed on to you.
6. Bulk discounts
Once the ordering window closes, we tally every studio's orders and apply the volume discount each item reached. Within 7 days you'll receive a Bulk Order Report showing your total spend, cost per costume and the discount applied, and you can choose to have it paid back to your nominated bank account or added as credit to your CBC account.
Bulk discounts depend on the combined order across all participating studios at the close of the ordering window. They can't be confirmed in advance and aren't guaranteed. Any item cancelled before the window closes isn't counted.
7. Custom, semi-custom and personalised orders
These include semi-custom costumes, custom designs, and printed or branded uniforms, T-shirts and merchandise. They're made specifically for your studio and can't be resold. Once you've approved the design, artwork, sample or quote, the order can't be cancelled or changed, and any design, sampling or set-up fees are non-refundable.
8. Production and delivery timeframes
Production times are estimates – generally 4–8 weeks, as shown on each product. They depend on our manufacturing partners and international freight. Delays within the stated timeframe aren't grounds for cancellation. If your order is more than 4 weeks past its latest estimated delivery date, you may cancel any undelivered items for a full refund of the amount paid for those items.
9. If we need to cancel
We may cancel all or part of an order if:
- a supplier discontinues an item or can't produce it,
- a group order doesn't reach the supplier's minimum quantity,
- an item was listed with a pricing or description error, or
- we suspect fraud or a breach of these terms.
If this happens, we'll offer a comparable alternative where possible. Otherwise, we'll give you a full refund of the amount paid for the affected items. Our liability is limited to that refund.
10. Shipping, duties and international orders
Shipping charges on dispatched orders aren't refundable. Members outside Australia are responsible for any import duties, taxes and tariffs, and these aren't refundable, including on refused or returned parcels.
11. Digital products
Digital studio tools, templates and resources can't be cancelled or refunded once they've been accessed or downloaded.
12. Membership
- Membership fees are non-refundable, including for change of mind, unused or partial membership periods, or if you don't place an order during your membership.
- If your membership renews automatically, you can cancel the renewal at any time before your renewal date by emailing info@costumebuyersclub.com. You'll keep access until the end of your current paid period.
- Memberships are for the studio named on the account and can't be transferred or shared.
- Member savings are estimates. They vary by product, season and order volume, and aren't guaranteed.
- We may suspend or end a membership for a breach of these terms. If we end your membership for reasons other than a breach, we'll refund the unused portion of your fee.
13. Credits
Any credit we issue in place of a refund is valid for 12 months and can be used on any future CBC order. Credits can't be exchanged for cash.
14. How refunds are paid
Approved refunds go back to your original payment method within 10 business days.
15. Chargebacks
If you have a problem with a payment, please contact us first so we can resolve it. We may suspend membership and ordering on accounts with an open chargeback.
16. Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that can't be excluded. If an item has a major failure, you're entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage.
Contact us
Costume Buyers Club
info@costumebuyersclub.com
2/42 Harrison Street, Cardiff NSW 2285, Australia