Refund policy

Refund Policy

At PAARO, we take pride in creating custom outfits tailored to our customers' unique preferences. Due to the handmade nature of our products, all custom-made and bespoke orders are final and cannot be cancelled, refunded, exchanged or altered once production has commenced. Each custom outfit is crafted individually, and as such, natural variations in embroidery, fabric dye, and colour may occur. Each dye lot may slightly differ, and the fabric can absorb colours in unique ways, which means that colours, embroidery, and overall finishing may have minor differences. These are not considered faults but are part of the bespoke, artisanal quality of our custom-made garments. Any preferences regarding colour, pattern or design must be discussed and confirmed during the initial selection stage, as no changes can be made to the base product once production has begun.

For standard-size outfits purchased online, we accept exchanges at your own cost within 7 days of receipt if the item is unused, unworn, unwashed, undamaged, and without fragrance. The item must remain in its original packaging with the security ribbon intact and accompanied by the receipt or proof of purchase to be eligible for return.

If you need to return a standard-size outfit, please contact us at contact@paaro.com.au within 5 working days of receiving your goods, and provide the relevant item details for exchange. Shipping costs for the return are the customer’s responsibility. Upon receiving and inspecting the returned item, we will process the exchange (subject to availability), excluding shipping and customs fees, within 30 days. Note that bespoke or custom-sized orders remain non-returnable, non-exchangeable, and non-refundable under all circumstances except where the product is faulty, damaged or not as described under Australian Consumer Law.

In the rare event that a product is faulty, damaged or not as described, please email photos to contact@paaro.com.au within 48 hours of receiving the item. We will review and assess whether the issue qualifies as a genuine manufacturing defect and may request additional information if necessary. Only significant damages that render the item unwearable will be classified as faults. Natural variations in colour, dye, weaving, or hand embroidery are inherent to handmade craftsmanship and do not qualify as faults or defects. PAARO is not responsible for damages that occur after the product has been received by the customer. If a package arrives damaged, please refuse it and notify us within 24 hours.

Please be aware that our products are made-to-order, and cancellations are only accepted within 24 hours of purchase. After this period, production will have begun, and cancellations cannot be processed.

Abandoned Orders

All custom-made or made-to-order garments are produced exclusively for each client and imported from our designers based in India. Once your order is completed and ready for collection, PAARO will hold the item for a maximum of 60 days. If the order is not collected within this timeframe, or if the customer fails to get in touch with PAARO to organise collection, the order will be considered abandoned.

Once an order is deemed abandoned, ownership remains with the customer but all risk passes to the customer entirely, and PAARO will no longer be responsible for storing, maintaining or ensuring the item remains damage-free. In such cases, PAARO may, at its sole discretion, manage the product in any manner necessary to recover losses and costs incurred, including payments made to suppliers or designers, international shipping fees, customs duties, storage costs, and management or coordination expenses. This may include reselling the product to another client, returning it to the designer, or discarding it if resale is not feasible.

No refunds, credits or compensation will be provided for abandoned orders. It is the customer’s sole responsibility to arrange timely collection or shipping of their order within the specified timeframe.

Fittings and Production Policies

At PAARO, we strive to match each customer's measurements and specifications. We record all measurements with precision, and if the completed outfit aligns with the original measurements provided, any necessary alterations are the responsibility of the customer. Changes to measurements after placing an order should be communicated as soon as possible. While we will make every effort to adjust for updated measurements, we cannot guarantee an exact fit if there are significant changes from the original specifications.

Because most of our pieces are handmade, each garment is unique. Custom-made pieces may exhibit slight variations in embroidery, stitching, and fabric tone. Fabric dyes, in particular, can yield different shades with each batch, and due to this artisanal process, exact colour matches cannot be guaranteed. These natural inconsistencies contribute to the uniqueness of each custom order and are not considered faults or defects. As such, custom-made outfits are non-refundable and non-exchangeable under these circumstances.

Our off-the-shelf outfits come as-is without additional alterations. However, we can recommend reputable alteration professionals if customers need adjustments after purchase. Our off-the-rack sales are considered final and no returns/exchange/change of mind is acceptable unless product found faulty.

Commitment to Quality and Compliance

At PAARO, we are committed to providing the best possible experience for our customers. Our policies are designed to ensure transparency and fairness while adhering to Australian laws and regulations. Should you have any questions or concerns about our refund, exchange, or fitting policies, please feel free to contact us at contact@paaro.com.au.