Liza Couture Returns, Refunds & Payment Dispute Policy

Last Updated: August 2026

Please read this policy carefully before placing an order or making payment.

By placing an order, making a payment, approving a custom garment, confirming an appointment, or otherwise instructing Liza Couture to proceed with a paid service, you acknowledge that you have had the opportunity to read and understand the applicable terms of purchase.

1. Orders Are Binding Once Confirmed

An order is considered confirmed when Liza Couture has accepted the order and the required payment, deposit or other agreed amount has been received.

Once an order has been confirmed, Liza Couture may immediately incur costs relating to materials, production, labour, sourcing, preparation, alterations, packaging, delivery and other services.

For this reason, cancellation and refund rights depend on the nature and stage of the order and are subject to the terms stated below and any mandatory rights applicable under law.

2. Ready-to-Wear Products

For ready-to-wear products, a return may be accepted only where:

• The item is eligible for return under the applicable product terms.
• The return request is made within the stated return period.
• The item has not been worn, altered, washed, damaged or otherwise used.
• The original tags, packaging and other required accessories remain intact.
• The item is returned in a condition suitable for resale.

Items that do not satisfy the applicable return requirements may be refused.

Certain products may be expressly identified as final sale, non-returnable or non-refundable before purchase.

3. Custom, Made-to-Order and Personalised Garments

Custom, made-to-order, altered, personalised or otherwise specially prepared garments require Liza Couture to commit resources specifically for the customer.

Accordingly, custom or personalised orders are generally not eligible for cancellation or refund once production or preparation has commenced, except where a refund or other remedy is required by applicable law or expressly agreed by Liza Couture.

Customers are responsible for providing accurate information, measurements, specifications and approvals required for the order.

Where a customer approves a design, measurement, colour, fabric, specification or other production detail, Liza Couture may rely on that approval when proceeding with production.

4. Deposits and Advance Payments

Where a deposit or advance payment is required, that payment may be applied toward materials, production, consultation, sourcing, labour or other costs associated with the customer's order.

A deposit is not automatically refundable merely because the customer subsequently changes their mind, changes their preferred design, becomes unavailable, or decides not to proceed.

Where a deposit is refundable under applicable law or under a specific written agreement with Liza Couture, the applicable refund terms will apply.

5. Alterations and Fit

Where alterations or fitting adjustments are part of the agreed service, customers must communicate any concerns promptly after receiving or trying on the garment.

A request for alteration or correction is not automatically a request for a refund.

Liza Couture will, where appropriate, assess the concern and determine whether an alteration, correction or other remedy is appropriate.

6. Delivery

Customers are responsible for providing accurate delivery information.

Where an order has been properly prepared and dispatched to the address supplied by the customer, delays, failed delivery attempts or additional delivery requirements caused by incorrect or incomplete customer information may not constitute grounds for a refund.

Where appropriate, Liza Couture may provide shipment or delivery information to the customer and/or payment provider.

7. Damaged, Incorrect or Significantly Defective Items

If you believe an item was damaged before delivery, materially different from what was ordered, or affected by a significant manufacturing issue, contact Liza Couture promptly with:

• Your order/reference number.
• A description of the issue.
• Clear photographs or other supporting evidence.
• Any other information reasonably requested to investigate the matter.

Liza Couture will assess the issue and, where appropriate, offer a remedy in accordance with the applicable order terms and mandatory consumer rights.

8. Refunds

Where Liza Couture approves a refund, the refund will normally be made through the original payment method.

The time taken for refunded funds to appear in a customer's account may depend on the customer's bank, card issuer or payment provider and is outside Liza Couture's control.

A refund will not be considered approved merely because a customer has requested one.

A customer must first obtain confirmation from Liza Couture that a refund has been approved.

9. Payment Provider Disputes and Chargebacks

IMPORTANT — PLEASE READ BEFORE DISPUTING A PAYMENT

When you purchase from Liza Couture, you enter into a transaction with Liza Couture, not with Stripe, PayPal or another payment processor.

If you have a question, complaint, cancellation request, return request or refund request concerning an Liza Couture transaction, you must contact Liza Couture first and provide a reasonable opportunity for the matter to be reviewed and resolved.

A payment dispute or chargeback submitted to a bank, card issuer, PayPal, Stripe or another payment provider does not automatically establish that Liza Couture owes a refund.

Where Liza Couture has fulfilled its contractual obligations, supplied the agreed product or service, complied with the applicable return/refund terms, or otherwise has evidence that the transaction was properly completed, Liza Couture reserves the right to contest the dispute and provide the payment provider, card issuer or relevant dispute-resolution body with evidence supporting the transaction.

Such evidence may include, where applicable:

• Order confirmations.
• Invoices and receipts.
• Customer correspondence.
• Approved designs or specifications.
• Customer measurements or approvals.
• Production records.
• Photographs.
• Delivery and shipping records.
• Tracking information.
• Proof of delivery.
• Appointment or consultation records.
• Records of alterations or corrections.
• Return communications.
• Refund records.
• Website terms accepted at the time of purchase.
• Other records reasonably relevant to the transaction.

10. No Double Recovery

A customer must not seek or retain a refund through multiple channels for the same transaction.

For example, a customer who has received a refund directly from Liza Couture must not knowingly seek recovery of the same amount again through a payment-provider dispute, card chargeback or other recovery mechanism.

If a customer receives a refund or other financial recovery from another source relating to the same transaction, the customer is responsible for informing Liza Couture and the relevant payment provider where required.

A customer is not entitled to recover the same payment twice.

11. Deliberately Incorrect or Misleading Disputes

Customers must provide truthful and accurate information when submitting complaints, refund requests or payment disputes.

Submitting a payment dispute using a reason that the customer knows is false or materially misleading — including falsely claiming that:

• a transaction was unauthorised;
• an item was not received when it was received;
• an item was materially different from what was agreed when it was not;
• a refund was never provided when it was provided;
• a transaction was duplicated when it was not; or
• Liza Couture failed to provide an agreed product or service when it did,

may result in Liza Couture contesting the dispute and supplying relevant transaction records to the payment provider, financial institution or other appropriate party.

Liza Couture reserves all rights and remedies available under applicable law in relation to deliberately fraudulent, dishonest or materially misleading claims.

Nothing in this section prevents a customer from exercising a genuine statutory consumer right or submitting a genuine dispute in good faith.

12. Chargeback Does Not Replace the Return Process

Where a customer's issue is covered by Liza Couture's return, refund, alteration or customer-service process, customers are expected to use that process before initiating a payment dispute, except where applicable law provides otherwise.

Opening a chargeback does not automatically cancel an order, create a contractual entitlement to a refund, or override the applicable terms of purchase.

Where a dispute is opened, Liza Couture may suspend direct refund processing for the disputed amount while the matter is being handled through the relevant payment-provider or card-network process, to avoid duplicate recovery.

13. Evidence and Records

Liza Couture may retain records relating to orders, payments, communications, approvals, deliveries, returns, refunds and disputes for the period reasonably necessary to operate the business, prevent fraud, resolve disputes and comply with legal obligations.

These records may be used to establish the terms agreed with a customer and to respond to disputes or claims.

14. Changes to This Policy

Liza Couture may update this policy from time to time.

The version applicable to a transaction will generally be the version presented or otherwise made available to the customer at the relevant time, subject to applicable law.

15. Contact Before Filing a Payment Dispute

If something has gone wrong with your order or payment, please contact Liza Couture first.

We would much rather review the matter directly with you and, where appropriate, provide the remedy to which you are entitled than have a genuine issue become an unnecessary payment dispute.

Call:

+1(346)673-0199

Email:

info@lizacouture.com

Important

This policy is intended to clearly document Liza Couture's commercial terms and dispute process. It does not exclude or limit any consumer protection, cancellation, refund, chargeback or other right that cannot legally be excluded or limited in the customer's jurisdiction.

Customers remain entitled to use lawful dispute mechanisms where they genuinely believe a transaction is invalid or their legal rights have been breached.