Terms of service

TERMS OF SERVICE

OVERVIEW

This website is operated by RELAVANCE. Throughout the site, the terms “we,” “us,” and “our” refer to RELAVANCE.

By visiting our website, placing an order, or purchasing any product from us, you agree to be bound by these Terms of Service, together with our Return & Refund Policy, Privacy Policy, Shipping Policy, and any other policies referenced on our website.

Please read these Terms carefully before completing a purchase.

1. ORDERS

All orders are subject to acceptance and availability.

We reserve the right to refuse, cancel, limit, or refund an order where reasonably necessary, including in cases involving:

  • Suspected fraud or payment abuse

  • Pricing or listing errors

  • Incorrect inventory information

  • Duplicate or suspicious orders

  • Technical errors

  • Product unavailability

  • Incorrect shipping information

  • Circumstances preventing us from reasonably fulfilling the order

An order confirmation does not necessarily mean that an order has already been dispatched.

2. PRODUCT AVAILABILITY & PRODUCTION

RELAVANCE releases limited-production garments and may use external manufacturers, fulfilment partners, warehouses, and logistics providers.

Some products may be produced, finished, received from our manufacturer, processed, or allocated after an order has been placed.

Where a product is identified as a pre-order, made-to-order, limited-production item, delayed-stock item, or otherwise subject to an extended fulfilment period, the estimated delivery or fulfilment timeframe displayed on the product page, checkout, or order confirmation forms part of your purchase.

By completing your order, you acknowledge and agree to the delivery timeframe disclosed before purchase.

3. SHIPPING & DELIVERY TIMES

All delivery, dispatch, processing, and production dates displayed by RELAVANCE are estimates unless expressly stated to be guaranteed.

Orders can occasionally take more than one month to arrive, particularly where production, manufacturing, customs clearance, international transport, warehouse processing, or carrier delays are involved.

Delivery times may be affected by circumstances including:

  • Manufacturer or production delays

  • Product quality-control issues

  • Delayed incoming stock

  • Customs inspections or customs clearance

  • Import or export procedures

  • Courier and postal delays

  • International transportation disruptions

  • Weather conditions

  • Strikes or labour disruptions

  • Public holidays

  • High order volumes

  • Incorrect or incomplete customer information

  • Government action or regulatory restrictions

  • Events outside our reasonable control

A delay does not automatically mean that an order has been lost, cancelled, or abandoned.

Where a longer delivery period has been disclosed before purchase, the customer agrees to that longer delivery period by completing the purchase.

If no longer delivery period has been agreed, or if an agreed delivery period has passed, any mandatory rights available to the customer under applicable consumer law remain unaffected.

4. SHIPPING ESTIMATES ARE NOT GUARANTEED DATES

Unless we specifically confirm otherwise in writing, shipping and delivery estimates are not guaranteed arrival dates.

Customers should therefore not place an order where arrival before a particular event, holiday, birthday, trip, competition, photoshoot, or other deadline is essential, unless RELAVANCE has expressly confirmed that deadline.

RELAVANCE is not responsible for indirect losses, missed events, lost opportunities, or inconvenience caused solely because an order arrived later than an estimated delivery date, to the maximum extent permitted by applicable law.

Nothing in this section removes rights that cannot legally be excluded under applicable consumer law.

5. TRACKING

Where tracking is available, tracking information will be provided after the order has been handed to the relevant carrier or fulfilment provider.

Tracking information may sometimes take several days to update.

A period without a tracking update does not necessarily mean that the parcel has been lost.

Customers should contact RELAVANCE before assuming that an order is lost or initiating a payment dispute.

6. INCORRECT SHIPPING INFORMATION

The customer is responsible for providing a complete and accurate:

  • Name

  • Delivery address

  • Apartment or unit number

  • Postal code

  • City

  • Country

  • Telephone number

  • Email address

RELAVANCE is not responsible for delivery failure caused by incorrect or incomplete information supplied by the customer.

If a parcel is returned to us because of an incorrect address, failure to collect the parcel, refusal of delivery, or another circumstance attributable to the customer, additional shipping charges may apply before the parcel is sent again, where permitted by law.

7. CUSTOMS, DUTIES & IMPORT CHARGES

International orders may be subject to customs duties, import VAT, brokerage charges, processing charges, or other fees imposed by the destination country.

Unless expressly stated otherwise during checkout, these charges are the responsibility of the customer.

Customs procedures may delay delivery and are outside RELAVANCE's direct control.

A customer refusing to pay applicable import charges does not automatically entitle the customer to retain both the goods and the purchase funds.

Any refund relating to a refused or returned international shipment will be handled in accordance with applicable law and our Return & Refund Policy.

8. LOST OR DAMAGED SHIPMENTS

If tracking indicates that a shipment may have been lost or if an item arrives damaged, the customer should contact RELAVANCE as soon as reasonably possible.

We may require photographs, video, packaging evidence, tracking information, or other documentation necessary to investigate the issue with the carrier.

Where applicable law makes RELAVANCE responsible for the goods until they are delivered to the customer, those statutory rights remain unaffected.

PAYMENT DISPUTES & CHARGEBACKS

9. CONTACT US BEFORE FILING A PAYMENT DISPUTE

If you believe there is a problem with your order, payment, delivery, or product, please contact RELAVANCE first so that we have an opportunity to investigate and resolve the issue.

A shipping delay, processing delay, lack of an immediate tracking update, or an order remaining within an agreed delivery timeframe does not by itself mean that a transaction was unauthorized or fraudulent.

10. CHARGEBACKS

Customers retain any rights provided to them by their bank, card issuer, payment provider, or applicable law.

However, payment disputes and chargebacks must not be knowingly used to make false claims or obtain goods without payment.

Examples of potentially abusive or fraudulent chargeback activity include knowingly claiming that:

  • A payment was unauthorized when the customer made or approved the purchase

  • An order was never received when tracking or other evidence confirms delivery

  • RELAVANCE failed to fulfil an order while the order remains within the delivery period agreed at purchase

  • A refund was promised when no such refund was agreed

  • An item materially differed from its description when that allegation is knowingly false

Where a chargeback or payment dispute is opened, RELAVANCE may provide the payment provider with evidence relating to the transaction, including:

  • Order information

  • Checkout information

  • Payment records

  • IP or fraud-screening information where legally available

  • Tracking and proof of delivery

  • Customer communications

  • Product descriptions

  • Shipping estimates shown at the time of purchase

  • Acceptance of these Terms

  • Refund and return policies

RELAVANCE reserves the right to contest chargebacks that we reasonably believe are incorrect, misleading, abusive, or fraudulent.

11. CHARGEBACK ABUSE

Where we reasonably determine that a customer has deliberately abused the chargeback or payment-dispute process, we may, where legally permitted:

  • Refuse future orders

  • Cancel pending orders

  • Restrict access to our services

  • Flag the account for enhanced fraud screening

  • Provide relevant evidence to our payment processor, card network, bank, fraud-prevention provider, or competent authority

  • Exercise any lawful right available to recover amounts legitimately owed

Nothing in these Terms prevents a customer from making a legitimate payment dispute or exercising rights granted by applicable law.

12. RETURNS & REFUNDS

Except where mandatory consumer law provides otherwise, ALL SALES ARE FINAL.

We do not voluntarily provide refunds, returns, exchanges, or store credit because of:

  • Change of mind

  • Incorrect size selected by the customer

  • Customer preference regarding fit

  • Colour preference

  • Orders placed by mistake

  • Failure to read the product description

  • Failure to review the size chart

Mandatory rights relating to withdrawal, faulty products, incorrect products, non-conforming goods, or other statutory consumer protections remain unaffected.

Our complete Return & Refund Policy forms part of these Terms.

13. ORDER CANCELLATIONS

Once an order enters processing, production, fulfilment, or shipment preparation, we may be unable to voluntarily cancel or modify it.

Requests to change:

  • Size

  • Colour

  • Product

  • Address

  • Quantity

are not guaranteed.

This does not affect cancellation or withdrawal rights that cannot legally be excluded.

14. PRODUCT APPEARANCE

We make reasonable efforts to display products accurately.

However, colours may appear differently depending on:

  • Screen calibration

  • Lighting

  • Photography

  • Display settings

  • Fabric characteristics

  • Manufacturing tolerances

Minor differences that do not materially affect the product are not necessarily defects.

Certain RELAVANCE garments may also use specialised materials, washes, treatments, reactive fabrics, printing methods, panel construction, or other processes that can naturally create minor variation between individual pieces.

15. THERMOCHROMIC & SPECIAL MATERIALS

Certain RELAVANCE products may contain thermochromic, heat-reactive, reflective, treated, coated, dyed, washed, or otherwise specialised materials.

The appearance and performance of these materials can vary depending on temperature, environment, lighting, age, washing, handling, and wear.

Customers must follow any care instructions provided with the garment.

Natural variation or gradual change associated with the intended characteristics of a specialised material does not automatically constitute a manufacturing defect.

This does not affect statutory rights relating to genuinely defective or non-conforming products.

16. PRICING

Prices may change at any time without notice.

The price applicable to an order is generally the price displayed when the customer completes checkout.

We reserve the right to correct obvious pricing, technical, or listing errors.

17. PROMOTIONAL CODES

Discount codes and promotional offers:

  • May have expiration dates

  • May apply only to selected products

  • May be restricted by country

  • May not be combined

  • May be limited to one use per customer

  • May be cancelled where fraud or abuse is reasonably suspected

Unless otherwise stated, promotional codes have no cash value.

18. FORCE MAJEURE & EVENTS OUTSIDE OUR CONTROL

To the maximum extent permitted by applicable law, RELAVANCE will not be liable for a failure or delay caused by events outside our reasonable control.

These may include:

  • Natural disasters

  • Severe weather

  • War

  • Civil unrest

  • Government action

  • Border closures

  • Customs restrictions

  • Epidemics or pandemics

  • Transportation disruption

  • Carrier failure

  • Strikes

  • Power or network outages

  • Major supply-chain disruption

We will make reasonable efforts to fulfil affected orders as soon as reasonably possible.

Mandatory consumer rights remain unaffected.

19. FRAUD

We reserve the right to cancel orders reasonably suspected of fraud, unauthorized payment activity, resale abuse, payment manipulation, or other unlawful activity.

We may request additional verification before processing an order where our systems identify an elevated fraud risk.

20. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, RELAVANCE will not be liable for indirect, incidental, special, or consequential losses arising from use of our website or purchase of our products.

Nothing in these Terms excludes or limits liability where doing so would be prohibited by law.

21. INTELLECTUAL PROPERTY

All RELAVANCE branding, garment designs, graphics, logos, photographs, videos, text, website materials, and other original content are owned by or licensed to RELAVANCE unless otherwise stated.

They may not be reproduced, copied, commercially exploited, distributed, or used without authorization.

22. CHANGES TO THESE TERMS

We may update these Terms from time to time.

The Terms applicable to an order will normally be those in effect when the order was placed, subject to any mandatory legal requirements.

23. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be limited or removed to the minimum extent necessary while the remaining provisions continue in effect.

24. CONSUMER RIGHTS

Nothing contained in these Terms is intended to exclude, restrict, or override rights that a consumer is entitled to under mandatory applicable law.

Where these Terms conflict with a mandatory consumer-protection law, the mandatory law takes priority.

25. ACCEPTANCE OF TERMS

By completing a purchase through RELAVANCE, you confirm that you have had the opportunity to review:

  • These Terms of Service

  • The applicable product information

  • The stated delivery or production timeframe

  • Our Return & Refund Policy

  • Our Shipping Policy

and agree to the terms applicable to your purchase.