Returns & Refunds Policy

How returns work

Every Prudent Gabriel piece is cut after you order it. What you can return depends on whether it was cut to a size on our chart or to your own measurements, and on whether we met our agreement with you. This policy is part of our Terms & Conditions and does not affect your statutory rights under the Federal Competition and Consumer Protection Act 2018 or the consumer law of your country.

Standard-size pieces: change of mind

You may return a standard-size ready-to-wear piece within 7 days of delivery (or of collection from the atelier) if you change your mind, for an exchange or a credit to your account.

1. Write to [email protected] within those 7 days with your order number and the piece you wish to return.
2. We reply with the return address and instructions. Please do not send a piece without writing to us first.
3. Send it back within seven days of our reply, unworn, unwashed, unaltered, with its tags and packaging, using a tracked service. The cost of returning it is yours, and it is your responsibility until it reaches us.
4. When we have received and checked it, we arrange your exchange, or credit your account with the price you paid for the piece (delivery charges are not credited).

A change-of-mind return is exchanged or credited, not refunded as cash. Pieces paid for with Prudent Points are credited back to your points balance.

Made-to-measure pieces, commissions and bridal

A piece made to your measurements, an atelier commission or a bridal piece is cut for your body alone and cannot be worn by anyone else, so it cannot be returned for a change of mind, including a change in your size after you gave us your measurements. This does not affect your rights if the piece is faulty or not made as agreed (below).

Atelier commissions come with a free alteration window after you confirm receipt (below).

Faulty, damaged or not as agreed

If your piece arrives damaged, has a fault in its making, or is not what you ordered (for example the wrong size, colour or design, or not cut to the measurements you gave us), we will put it right.

• Please tell us within 48 hours of delivery, with photographs of the piece and the packaging, at [email protected]. Telling us quickly helps us claim from the carrier and act fast; it does not remove your statutory rights for a fault you could not reasonably have noticed on delivery.
• We may ask you to send the piece back so our workroom can inspect it. We pay for that return.
• We will repair or remake the piece. If we cannot offer a reasonable solution within a reasonable time, we refund what you paid for it, including the original delivery charge.

Small variations in colour, fabric, beading and finish from the photographs are part of handmade work and are not a fault.

Fabric unavailable

If the fabric for your piece becomes unavailable after you order, we tell you and offer an alternative or a full refund within 48 hours.

When we fail

Payments are refundable only where Prudent Gabriel fails to meet the agreement and cannot offer a reasonable solution.

That is the refunds term printed on every quotation and invoice. It covers a piece we do not make, do not deliver in good and usable condition, or do not deliver by the agreed date, where we cannot put it right. In those cases you are entitled to a refund of what you paid for it.

How refunds are paid

When a refund is due, we pay it to the payment method you used (a card refund goes back through the same payment provider) or, for a bank transfer, to an account in your name, within fourteen business days of agreeing the refund. Card refunds can take a further few days to appear, depending on your bank. Amounts are refunded in the currency and naira value of the original order; we are not responsible for exchange-rate differences or charges your bank makes. Prudent Points used on the order are returned to your points balance.

Atelier alterations after delivery

After you confirm you have received your commission, you have 30 days to ask for alterations to its fit or workmanship, free of charge. A change of design you request, damage after delivery, or a request after that window is a new, charged instruction.

Consultations

The consultation fee is not refundable, as you agree when you book, unless we cancel your consultation and cannot offer another date, in which case we refund it in full.

Contact

[email protected]