Returns, exchanges, refunds and consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees apply automatically and are separate from:

• Our voluntary 101-day change-of-mind guarantee.
• Any written warranty supplied by Ace Chef Apparels.
• Any manufacturer's warranty.
• Any extended warranty.

Consumer guarantees may continue to apply after our 101-day change-of-mind period or a manufacturer's stated warranty period has expired.

There is no single fixed expiry period for consumer guarantees. The period for which a product should reasonably remain durable depends on factors including its type, price, quality, intended use, frequency of use, care, age and the representations made about it.

Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, restricted or modified.

Ace Chef Apparels offers eligible domestic and international customers a voluntary 101-day return and exchange period, calculated from the date the customer receives the order.

This guarantee is a voluntary commercial offer that we choose to make. It is not one of the consumer guarantees given by law. It is separate from, and additional to, the consumer guarantees described in clause 1. It does not limit a customer's rights where goods are faulty, unsafe, incorrectly described, incorrectly supplied, unfit for a disclosed purpose or otherwise fail to meet an Australian Consumer Law guarantee.

To qualify for a change-of-mind return or exchange, an item must:

• Be returned within 101 days after the customer receives it.
• Be unworn and unused.
• Be unwashed, clean and unaltered.
• Be in its original resaleable condition.
• Include all original tags, accessories and packaging.
• Be accompanied by satisfactory proof of purchase.
• Not be an excluded change-of-mind item listed in clause 3.

Ace Chef Apparels will inspect returned products before approving a change-of-mind return or exchange.

Unless required by law, the following products are not eligible for a change-of-mind return or exchange:

• Items marked "Final Sale — no change-of-mind returns" on the product page at the time of purchase, including clearance and run-out stock.
• Custom-made or special-order products.
• Products with embroidery, screen printing, alterations, personalisation or other embellishments.
• Worn, washed, soiled, damaged or altered products.
• Gift cards.
• Products that cannot reasonably be resold for hygiene or safety reasons, where this restriction was disclosed before purchase.

Sale and promotional items remain eligible for our 101-day change-of-mind guarantee unless the specific offer or product is clearly marked "Final Sale" before purchase. This includes orders placed under Buy 5 Get 5 Free, a Bulk & Save tier, a free-shipping threshold or a general discount code, provided all other conditions in clause 2 are met. Final Sale exclusions do not affect rights under the Australian Consumer Law.

Where only part of a promotional order is returned, the refund is calculated on the adjusted promotional value of the items kept and the items returned, not on the full ticket price of the returned items. Under Buy 5 Get 5 Free the discount is spread evenly across all ten items, so every item carries the same effective price and any item may be returned for that amount. Where a partial return takes an order below the threshold that earned a Bulk & Save tier or free shipping, that benefit may be adjusted in the refund. We will explain the calculation before finalising the return.

These exclusions apply only to change-of-mind returns. They do not exclude or restrict a customer's rights where a product fails to meet an Australian Consumer Law guarantee. For example, a sale, promotional, customised or worn product may still qualify for a remedy if it has a fault or another problem covered by the Australian Consumer Law and the problem was not caused by the customer.

Australian customers must initiate postal change-of-mind returns and exchanges through our Returns Portal. Each return request must be submitted separately.

A flat fee of $25 per order applies to Australian postal change-of-mind returns and exchanges arranged through our Returns Portal.

For an exchange, this fee covers return shipping to Ace Chef Apparels, handling and processing, and standard shipping of the approved replacement product. For a refund, the $25 fee will be deducted from the approved refund amount.

Original delivery charges are not refundable for a change-of-mind return unless required by law. The applicable fee will be disclosed before the customer confirms the request and the return label is generated. Once a return label has been generated and the postage purchased, the label request generally cannot be cancelled or reversed, and the label fee is non-refundable unless required by law.

If the product turns out to have a fault: where a product returned as a change-of-mind return is found to have a problem covered by the Australian Consumer Law, the $25 fee will be refunded in full and reasonable return costs will be reimbursed as required by law.

Customers may contact us before generating a label if they would prefer to arrange their own tracked return shipping.

Eligible change-of-mind products may be returned or exchanged in person at our Melbourne showroom without a return-postage or return-label fee. The product must still meet all eligibility requirements under this policy. Additional delivery charges may apply if the customer asks us to post an exchanged product to them.

All returned products will be inspected after they are received. We aim to complete this inspection within 5 business days of receiving the product.

If a product does not satisfy the change-of-mind eligibility requirements, Ace Chef Apparels will contact the customer and offer the following options:

• Collection of the product from our Melbourne showroom at no charge.
• Return of the product to the customer at the customer's cost, quoted in advance.
• Acceptance of the return subject to a deduction equal to the reasonable, documented cost of restoring the product to resaleable condition, including cleaning, steaming, dry-cleaning, repackaging or restoration.

The deduction will not exceed the lower of that documented cost, the reduction in the product's resale value, or 25% of the purchase price. We will disclose the proposed deduction and the basis on which it was calculated before the return is finalised, and the customer may decline it and choose one of the options above instead.

If we do not hear from the customer within 30 days of notifying them, we will contact them again in writing before dealing with the product in accordance with applicable uncollected goods laws. We will not dispose of any product without giving the customer written notice and a reasonable further opportunity to collect or arrange return.

Ace Chef Apparels currently ships internationally to New Zealand and may occasionally ship to other approved destinations.

New Zealand customers also have rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this policy limits those rights.

Our voluntary 101-day change-of-mind guarantee applies to eligible international orders. However, our self-service Australia Post return-label facility is not available outside Australia.

For an international change-of-mind return or exchange:

• The customer must arrange and pay for return shipping.
• A tracked shipping service should be used.
• Shipping and lodgement records should be retained.
• The product must meet all change-of-mind eligibility requirements.
• Original tags, accessories and packaging must be included.
• The customer is responsible for customs duties, taxes, import charges, insurance and other international return expenses.
• Any shipping insurance or transit cover must be selected and paid for by the customer.

If Ace Chef Apparels supplied the wrong product, size, colour or quantity, or made another fulfilment error, we will cover reasonable return and replacement shipping costs. Where a product is confirmed to have a problem covered by applicable consumer law, reasonable return costs will be addressed as required by law.

International customers should contact us before returning a faulty or incorrectly supplied product so that appropriate instructions can be provided.

Until an order is delivered to you, responsibility for it rests with us.

If an order does not arrive, arrives incomplete, or arrives damaged, please contact us within a reasonable period after the expected delivery date and, where possible, include photographs of the packaging and product.

We will investigate with the carrier and arrange a replacement or refund. Customers are not required to lodge a claim with the carrier themselves, and we will not ask a customer to do so as a condition of receiving a remedy.

The following change-of-mind requirements do not apply to a valid Australian Consumer Law claim:

• The 101-day change-of-mind period.
• The requirement that the product be unused or unworn.
• The requirement that original tags remain attached.
• The requirement that original packaging be retained.
• The change-of-mind excluded-item list.
• Change-of-mind return, handling or restocking charges.

A customer who believes a product is faulty, unsafe, damaged, incorrectly supplied, not as described, unfit for a disclosed purpose or otherwise fails to meet a consumer guarantee should contact Ace Chef Apparels promptly after becoming aware of the problem.

Ace Chef Apparels assesses claims in accordance with the Australian Consumer Law and, where applicable, any manufacturer's warranty process.

Products are expected to remain durable for a reasonable period, taking into account factors including the nature and type of product, the price paid, the product's materials and construction, its intended and advertised purpose, any particular purpose communicated before purchase, the expected frequency and environment of use, the product's age and overall condition, the care and maintenance provided, any warnings or instructions supplied, the nature, cause and location of the reported problem, and the durability a reasonable consumer would expect from a comparable product.

These are the timeframes we aim to meet. Where a claim will take longer, we will tell the customer and provide progress updates.

• Initial response: we aim to acknowledge return and warranty enquiries within 2 business days.
• Initial photographic review: we aim to review supplied information within 3 to 7 business days.
• Physical assessments: most assessments are completed within 10 to 15 business days after the product is received. Complex manufacturer or specialist assessments may take longer, and we will provide progress updates.
• Refunds: we aim to initiate approved refunds within 5 business days of approval. Financial institutions may take additional time to process the funds.
• Replacement dispatch: approved replacements are generally dispatched within 3 business days of approval, subject to stock availability.

We may reasonably ask the customer to provide their full name, their order number, satisfactory proof of purchase, a description of the reported problem, the date the problem first appeared or was noticed, photographs or video showing the product and reported problem, information about how frequently and in what environment the product was used, information about the product's care, cleaning, maintenance and storage, and any other information reasonably required to assess the claim.

Proof of purchase may include an order confirmation, tax invoice, receipt, payment record, bank or card statement, or another reasonable record demonstrating that the product was purchased from Ace Chef Apparels.

Customers can retrieve past orders by selecting Login near the cart icon on our website, entering the email address used to place the order, and entering the secure code sent to that address.

A product does not need to be returned in its original packaging for an Australian Consumer Law claim.

Photographs and videos may assist with an initial review, but they may not be sufficient to determine the cause of a problem conclusively. A physical inspection may be required before a final assessment or remedy is determined. An initial opinion based on photographs is not a final admission or determination that the product has a manufacturing fault.

Ace Chef Apparels is entitled to reasonably assess a product before determining whether it has failed to meet a consumer guarantee and what remedy may apply.

Depending on the product and reported problem, an assessment may be carried out by Ace Chef Apparels, the manufacturer or supplier, an authorised workshop or repairer, or another suitably qualified person.

Although we may seek technical assistance from a manufacturer, supplier or repairer, Ace Chef Apparels remains responsible for handling claims made against us as the retailer.

An assessment may consider:

• Whether a problem exists.
• The nature, location and likely cause of the problem.
• Whether the condition is attributable to a manufacturing or material fault.
• Whether it resulted from ordinary wear and tear.
• Whether it resulted from accidental damage, misuse, improper care, unauthorised repair or another external cause.
• Whether the product can be repaired.
• Whether a failure is major or non-major.
• The remedy, if any, required by law.

Where reasonably practicable, we will provide the customer with the available assessment outcome and relevant reasons.

Timeframes may vary depending on the product, the nature of the issue, transport times and whether a manufacturer or specialist assessment is required. Customers will be updated where an assessment is expected to take materially longer than the timeframes in clause 8.

Customers are generally responsible for making products available for assessment.

For products that can be posted or easily returned, the customer may be asked to return the product using the instructions provided by Ace Chef Apparels. Customers should contact us before incurring return expenses so that we can provide an appropriate and cost-effective return method.

If a product is confirmed to have a problem covered by the Australian Consumer Law, Ace Chef Apparels will reimburse the reasonable standard return costs paid by the customer where required by law. Customers should retain postage receipts, courier invoices, tracking records, transport receipts and lodgement records.

Unless agreed beforehand, reimbursement may be limited to reasonable standard return transport. Express upgrades, premium couriers, optional insurance or other additional services may not be reimbursed where a suitable lower-cost method was available.

For products that are large, heavy, installed or otherwise difficult to return, Ace Chef Apparels will arrange collection or cover reasonable return costs where required by law.

At our discretion, we may provide a prepaid return label, waive a return or handling charge, cover assessment shipping, cover the cost of returning an assessed or repaired product, or provide another goodwill arrangement. Providing a prepaid label, waiving a charge or offering another goodwill arrangement before a fault has been established does not, by itself, constitute an admission that the product is faulty.

If an assessment determines that the product does not have a problem covered by the Australian Consumer Law, reasonable inspection, collection or return costs may be payable by the customer.

Before incurring a chargeable inspection or collection cost, we will explain that a charge may apply, provide a reasonable estimate of the cost, and obtain the customer's agreement.

No inspection or collection charge will be imposed retrospectively where the customer was not informed before the chargeable cost was incurred, and no charge applies where a problem covered by the Australian Consumer Law is ultimately established.

Any inspection or collection cost will be separate from the price of an optional paid repair.

Ace Chef Apparels is not required to provide a remedy where the problem was caused by the customer, ordinary wear and tear, misuse, improper care, accidental damage, unauthorised alteration or another external cause for which Ace Chef Apparels is not responsible.

For footwear, our illustrated guide How We Assess Footwear Claims shows what each type of wear and damage actually looks like, so customers can see how a claim is likely to be assessed before lodging one.

External damage

• Cuts, punctures or slicing damage from knives, blades, sharp tools, broken glass, metal edges or other external objects.
• Heat or burn damage from ovens, cooktops, hot trays, heated surfaces, open flames, sparks or hot oil.
• Chemical damage from bleach, degreasers, solvents, sanitisers, corrosive substances or other products unsuitable for the item.
• Damage caused by excessive force, crushing, overloading or repeated impact beyond ordinary expected use.
• Damage caused by animals, pests or another person.

Care and cleaning

• Damage caused by machine washing, tumble drying, pressure washing or cleaning contrary to the product's care instructions.
• Damage caused by drying footwear with direct heat, heaters, dryers, ovens, heat guns, radiators or prolonged direct sunlight.
• Damage caused by incorrect storage, including damp, excessively hot, poorly ventilated or chemically exposed environments.
• Damage caused by unauthorised alterations, resoling, gluing, stitching or repairs.
• Failure to follow the reasonable care, cleaning and maintenance instructions supplied with the product.

Moisture

• Prolonged saturation, immersion, repeated soaking or excessive water exposure where the product was not represented as waterproof or designed for that level of exposure.
• Adhesive deterioration, sole separation, material swelling, staining, mould or deformation caused by prolonged saturation or storage while wet, where the product was not designed for those conditions.

When assessing any moisture or water-related claim we will consider whether the product was marketed as waterproof, water-resistant or suitable for wet environments; the level, frequency and duration of exposure; the product's intended use; any care or drying instructions supplied; whether the damage is consistent with a manufacturing defect; and whether a reasonable consumer would expect the product to withstand that exposure.

Unsuitable use and normal ageing

• Use in commercial, industrial, outdoor, aquatic or high-risk environments for which the product was not designed or marketed, or in conditions materially more demanding than those for which it was advertised.
• Continued wear of footwear after the customer has become aware that the fit is materially too tight or too loose, to the extent that continued wear caused the damage.
• Ordinary sole, tread, fabric, lining or surface wear from normal use over time.
• Minor creasing, scuffing, colour transfer or natural variation in leather and other materials, and fading consistent with the product's age and level of use.
• Deterioration occurring after the product has reached the end of the period for which a reasonable consumer would expect it to remain durable, considering its price, construction, use and condition.

If an assessment determines that the product does not have a manufacturing fault or another problem covered by the Australian Consumer Law, Ace Chef Apparels may offer an optional paid repair.

Repairs are carried out using new components and materials. Where a repair would involve refurbished or non-original parts, or where we propose to supply a refurbished product instead of repairing the original, we will tell the customer and provide the required repair notice before accepting the product for repair.

The repair quotation may include third-party repair charges, parts and labour, freight or transport, inspection charges previously disclosed to the customer, reasonable administration and handling charges, and GST.

Before any paid repair begins, Ace Chef Apparels will provide the assessment outcome available to us, a description of the proposed repair, the total quoted price, any additional shipping or collection charges, and instructions for approving and paying for the repair.

No paid repair will proceed without the customer's prior approval. If the customer approves the repair, payment may be required before work begins, the repair will be arranged after payment, and the product will be returned after the work has been completed. If the customer declines the repair, we will explain the available collection or return arrangements and any previously disclosed costs that may apply.

Optional repair charges do not apply where Ace Chef Apparels is legally required to provide a repair or another remedy at no cost under the Australian Consumer Law.

A product may have a major failure where, for example, it:

• Is unsafe.
• Is substantially different from its description, sample or demonstration model.
• Cannot be used for its normal purpose and cannot easily be repaired within a reasonable time.
• Cannot be used for a particular purpose made known before purchase and cannot easily be repaired within a reasonable time.
• Has one serious problem, or several smaller problems, that would have prevented a reasonable customer from purchasing it had they known.

Where a product has a major failure, the customer may reject the product and choose a refund, reject the product and choose a replacement of the same type, or keep the product and claim compensation for the reduction in its value. The customer may also be entitled to compensation for other reasonably foreseeable loss or damage.

Where a full refund is required for a major failure, Ace Chef Apparels will not deduct an amount for the customer's use of the product.

Where a product has a failure that is not major, Ace Chef Apparels may choose to repair the product free of charge, replace the product, or provide a refund.

Ace Chef Apparels is not required to immediately provide a refund or replacement for a non-major failure if we can repair the product free of charge within a reasonable time.

If we cannot or do not remedy the failure within a reasonable time, the customer may be entitled to have the product repaired elsewhere and recover the reasonable cost from us, reject the product and obtain a refund or replacement, or keep the product and seek compensation for its reduction in value.

Ace Chef Apparels may submit a product and relevant claim information to a manufacturer, supplier or authorised repairer for technical assessment. We may provide them with photographs or videos, details of the reported problem, relevant purchase information, usage and care information, relevant correspondence, and other information reasonably required to complete the assessment.

Where available, we will advise the customer of the assessment outcome and relevant reasons supplied to us.

Our arrangements with a manufacturer, supplier or repairer do not remove Ace Chef Apparels' responsibilities to the customer under the Australian Consumer Law. A manufacturer's assessment may inform our decision, but a customer's legal rights are not determined solely by the terms of a manufacturer's voluntary warranty.

Where a fault is established and Ace Chef Apparels provides a remedy, we may separately seek reimbursement from the manufacturer or supplier. This is a matter between Ace Chef Apparels and the manufacturer or supplier and does not reduce the customer's legal rights.

If Ace Chef Apparels sends an incorrect product, size, colour or quantity, or makes another fulfilment error, the customer should contact us promptly. We will provide return instructions and cover reasonable return and replacement shipping costs.

After becoming aware that a product was supplied incorrectly, the customer should not continue using, washing, altering, embroidering or otherwise modifying it, except where reasonably necessary to identify or inspect the product.

Orders can often be changed or cancelled before dispatch. Contact us as soon as possible with your order number. Once an order has been dispatched, or once production of a custom, embroidered or personalised item has begun, cancellation may not be possible. This does not affect your rights under clauses 1, 8, 15 or 16.

Once a return is received and inspected, we will notify the customer whether the return has been approved and identify any applicable deductions.

• The refund will be issued to the original payment method.
• The applicable $25 return-label, handling and processing fee may be deducted.
• Original shipping charges will not be refunded unless required by law.
• Any agreed cleaning, restoration or repackaging deduction may be applied.
• We aim to initiate approved refunds within 5 business days of approval. Financial institutions may take additional time to process the funds.

• The refund will be for the amount the customer is legally entitled to receive.
• Change-of-mind return or processing fees will not be deducted.
• A restocking fee will not apply.
• The refund will generally be made using the original payment method unless the customer agrees otherwise.
• Reasonable return costs will be reimbursed where required.
• No deduction will be made for use of the product where a full refund for a major failure is required.

For an approved change-of-mind exchange:

• The replacement is subject to availability.
• Any price difference must be paid before dispatch.
• If the replacement costs less, the difference will be refunded or otherwise addressed under the agreed exchange arrangement.
• Applicable shipping charges will be disclosed before the exchange is confirmed.
• The replacement will generally be dispatched after the returned product has been received, inspected and approved.

Where an exchange or replacement is required under the Australian Consumer Law, change-of-mind charges do not apply.

Ace Chef Apparels offers a complimentary Virtual Fit-Out Measuring Service on selected orders to help customers choose an appropriate size. Our team may also verify sizing information before dispatch where reasonably possible.

The Virtual Fit-Out service provides general sizing guidance based on the measurements and information supplied by the customer. Customers should ensure that the information provided is complete and accurate. Fit may vary between styles, body shapes and personal preferences. The service is not available for every order.

If a product supplied does not match the size we recommended, please contact us and we will make it right.

Nothing in this section excludes or restricts rights under the Australian Consumer Law.

Book a Virtual Fitting: Free Uniform Consultation 15 Mins

All prices are in Australian dollars and include GST.

Standard shipping. Free standard shipping on orders over $199, calculated after discounts. Australia and New Zealand only. Australian orders under $199 are charged a flat standard shipping fee of $24.99; New Zealand orders under $199 are charged the rate shown at checkout.

Because the threshold is calculated after discounts, a partial return that brings the discounted order value under $199 may mean the free shipping no longer applies. See clause 3.

Buy 5 Get 5 Free. Mix and match across chef jackets, pants, aprons and caps. Add 10 eligible items to the cart and the offer applies automatically.

Bulk & Save. 10% off $200+, 15% off $400+, 20% off $600+, on all products.

Offer stacking. Offers don't combine with Buy 5 Get 5 Free - you'll automatically receive whichever discount saves you more.

Where a discounted or promotional order is partly returned, see clause 3 for how the benefit is adjusted. Please see our Shipping Policy and promotional terms for complete details.

This policy applies to products purchased directly from Ace Chef Apparels. Customers who purchased a product from another retailer should generally contact that retailer regarding their purchase. Nothing in this section limits any rights a customer may have directly against a manufacturer under applicable law.

These examples are provided to show how we apply this policy. They are illustrative, and every claim is assessed on its own facts.

Example 1 - A jacket seam fails after four months of normal kitchen use.
This is a possible failure of the guarantee of acceptable quality, not a change-of-mind return. The 101-day period, the tags, the packaging and the $25 fee are all irrelevant. Contact us, send photographs, and we will provide a return method at our cost. If the seam failed because of how the garment was made, this is likely a non-major failure, so we will repair or replace it free of charge within a reasonable time, or refund it. If we cannot fix it within a reasonable time, you can choose a refund or replacement instead.

Example 2 - You buy 5 jackets at $60 under Buy 5 Get 5 Free and receive 10, then return 4 unworn within 101 days.
You paid $300 for 10 jackets, so the effective price is $30 each. The refund is 4 × $30 = $120, less the $25 return fee, so $95 is refunded and you keep 6 jackets. We calculate it this way so that returning the paid items and keeping the free ones is not possible. We show you this calculation before finalising the return.

Example 3 - You place a $420 Bulk & Save order at the 15% tier, then return $80 worth of it.
The original order earned 15% off because it passed $400. What you keep is $340 before discount, which sits in the 10% tier, not the 15% tier. So the refund is recalculated at 10% on the retained items, and the difference comes out of the refund. Your kept order is still over $199 after discount, so free shipping stands. If a return took the discounted value under $199, the shipping we absorbed would also be adjusted. We set the recalculation out in writing before processing it.

Example 4 - Safety footwear separates at the sole after 13 months of full-time kitchen use.
There is no fixed cut-off for consumer guarantees, so the fact that 13 months have passed does not end the matter. We assess what caused it. If the adhesive or construction failed, that points to a manufacturing fault and we will provide a remedy even though our 101-day period expired long ago. If the separation followed prolonged saturation, drying near a heat source, or use the footwear was not designed for, that is likely to fall within clause 13 and would not be covered. We will tell you which conclusion we reached and why. Water exposure on its own does not decide it.

Example 5 - A change-of-mind return arrives with make-up marks on the collar.
It no longer meets the resaleable condition requirement in clause 2, so we contact you with the three options in clause 5. If professional cleaning costs $18 on a $95 jacket, the deduction is $18 - the documented cost - not 25%. You can also decline and have the jacket sent back to you at your cost.

Example 6 - We recommended a size through the Virtual Fit-Out service and shipped a different size.
That is a fulfilment error under clause 18, not a change-of-mind return. We cover return and replacement shipping and there is no $25 fee. If the size we shipped matches what we recommended but the fit is not what you hoped for, that is a change-of-mind return and the ordinary conditions apply.

Example 7 - Your parcel arrives with a crushed box and a torn apron.
Damage in transit to you is our responsibility, not yours and not the carrier's as far as you are concerned. Send us photographs of the packaging and the product and we will replace or refund it. We will not ask you to lodge a claim with Australia Post.

Example 8 - The heel on a pair of Tokio Pro shoes is worn through after 18 months of full-time kitchen work.
This is ordinary wear from normal use over time, under clause 13. Outsoles are a wearing component, and 18 months of daily service in a commercial kitchen is within what a reasonable consumer would expect. No remedy is available. We will say so plainly and explain why, and we will point you to our footwear care guidance so the next pair lasts longer.

Example 9 - Bleach is spilled on leather footwear and the leather cracks.
This is chemical damage from a substance the product was not designed to withstand, under clause 13. It is not a manufacturing fault and no remedy is available. The same reasoning applies to degreasers, sanitisers and strong solvents.

Example 10 - Leather shoes are put through a washing machine and the adhesive fails.
This is cleaning contrary to the product's care instructions, under clause 13. Machine washing saturates the leather and breaks down the bonding, and no footwear we sell is designed for it. No remedy is available. Note the contrast with Example 4: the same symptom - adhesive failure - is covered or not covered depending entirely on what caused it, which is why we assess rather than assume.

Example 11 - Footwear is left soaked overnight after a wet shift and the sole begins to separate.
This one is genuinely open, and we assess it rather than declining it on sight. We look at whether the footwear was marketed as waterproof or water-resistant, how much water was involved and for how long, what the product was designed for, what drying instructions we supplied, and whether the damage pattern looks like a manufacturing defect or external exposure. Water exposure by itself does not establish misuse. If the bonding failed at a level of moisture a reasonable person would expect the product to handle, that points to a manufacturing fault and a remedy applies.

If a customer disagrees with an assessment outcome or is unhappy with how a return has been handled, we want to hear about it.

1. Reply to your claim email or contact us using the details in clause 28 and ask for the matter to be escalated. A senior team member will review it, and we aim to respond within 5 business days.
2. If we cannot resolve the matter, customers may seek free advice or assistance from Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au, and may be able to apply to the Victorian Civil and Administrative Tribunal (VCAT).
3. New Zealand customers may contact the New Zealand Commerce Commission or Citizens Advice Bureau, and may be able to apply to the Disputes Tribunal.

Using this process does not affect a customer's legal rights.

Ace Chef Apparels may update this policy from time to time. Any update will apply from the effective date displayed at the top of the revised policy. An update will not remove or reduce any rights or remedies that arose before the revised policy took effect. The version of this policy that applied at the time of purchase governs that purchase.

Previous versions are archived and available on request. We review this policy at least once every 12 months.

For assistance with a return, exchange, refund, product assessment or order, please contact us.

Australian customers
Phone: 1300 308 655
Email: sales@acechefapparels.com.au

International and New Zealand customers
Phone: +61 2 8551 8088
Email: sales@acechefapparels.com.au

Hours. Human support and the retail shop: Monday to Friday, 9am–4pm AEST/AEDT (11am–6pm NZST/NZDT). Closed weekends and public holidays. Our AI assistant is available 24 hours a day, every day. It can answer common questions about this policy and take your details at any time, including weekends and public holidays, and passes them to our team so we can get in touch on the next working day.

The AI assistant does not assess claims, determine whether a product has a fault, or decide a remedy. Those decisions are made by our team under clauses 10 and 12. Nothing the AI assistant says limits a customer's rights under the Australian Consumer Law, and where it gives information that turns out to be wrong, the position set out in this policy and the law applies. Where a claim is lodged outside business hours, the service standards in clause 8 run from the next working day.