Terms of service

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

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.

Every other term in this document applies only to the extent that it does not conflict with this clause. Where the law allows us to limit our liability, we limit it only to the maximum extent the law permits, and no further. If any part of these terms would otherwise have the effect of excluding a right you cannot lawfully be deprived of, that part does not apply to you.

Consumer guarantees can also apply to purchases made for business use, including goods or services costing less than $100,000 including GST. Certain exceptions apply, including goods acquired for resupply, for use or transformation in production or manufacturing, or to repair or treat other goods. Where the Australian Consumer Law applies to a business purchase, you receive the protections provided by that law.

You must be old enough to enter a binding contract in your state or territory to buy from us.

You agree not to use the website to break the law, to interfere with how it works, to introduce malicious code, to scrape or harvest data, or to attempt to gain access to systems or accounts you are not authorised to use.

If you create an account, keep your details accurate and your login credentials to yourself. You are responsible for activity that happens under your account where that activity results from you sharing or failing to protect your credentials. Tell us promptly if you think your account has been used without your permission.

Adding items to your cart and completing checkout is an offer to buy. A contract is formed when we accept your order, which we do by dispatching it or by confirming acceptance in writing — an automated order confirmation email is an acknowledgement that we received your order, not acceptance of it. For a decorated, custom or personalised order, we accept the order when we confirm it for production or begin production, whichever occurs first.

We may decline or cancel an order, or limit quantities, where:

• the item is out of stock or has been discontinued;
• there is an obvious pricing or product description error;
• we cannot verify your payment or delivery details;
• the order appears fraudulent; or
• the order is for resale and we have not agreed to supply on that basis.

If we cancel an order you have already paid for, we refund you in full, promptly, to your original payment method. If an item is unavailable after you have paid, we will contact you and you can choose a substitute, a credit or a refund.

Prices for Australian orders are in Australian dollars and include GST. The tax treatment of New Zealand and other approved international orders is shown at checkout and reflects the applicable tax rules. Shipping is additional unless the order qualifies for free shipping under our Shipping Policy.

We may change prices for future orders. A price change does not affect an order you have already placed. Where there is an obvious pricing error, clause 4 applies.

We accept the payment methods shown at checkout. Payments are processed by our payment providers; we do not store full card numbers.

Promotional offers are subject to their own published terms, which we make available with the offer. In summary, as at the date of these terms:

• 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. It is a bundle of ten items sold for one price, and returning part of a bundle voids the offer. See clause 3 of our Returns Policy for how refunds are calculated.
• 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.

We may start, change or end a promotion at any time. Changes do not affect an order already placed while the promotion applied.

Delivery timeframes, costs and procedures are set out in our Shipping Policy, which forms part of these terms.

Until your order is delivered to you, responsibility for it rests with us. If your order does not arrive, arrives incomplete or arrives damaged, contact us and we will investigate with the carrier and arrange a replacement or refund. You do not need to lodge a claim with the carrier yourself.

Our Returns, exchanges, refunds and consumer guarantees policy forms part of these terms and sets out:

• our voluntary 101-day change-of-mind guarantee and what it requires;
• the flat $25 return, handling and processing fee for Australian postal change-of-mind returns and exchanges — charged once per order, for both refunds and exchanges, regardless of order size, and never charged on a valid Australian Consumer Law claim;
• if you return an entire order that received free shipping, the actual carrier cost we paid to deliver it — calculated order-by-order and disclosed in writing before your return is processed, and never charged on a valid Australian Consumer Law claim;
• how we assess claims that a product is faulty, unsafe, not as described or incorrectly supplied;
• our service standards and how to escalate a complaint.

Where this document and the Returns Policy differ on returns, refunds, exchanges or consumer guarantees, the Returns Policy applies.

Embroidery, screen printing, DTG printing, alterations and other personalisation are produced to your specifications. Please check names, spelling, logos, artwork, colours, sizes and quantities carefully before approving production — once production begins we generally cannot cancel or change the order.

Decorated and custom items are not eligible for change-of-mind returns. This does not affect your rights if the item is faulty, or if the decoration we produced does not match the artwork or specification you approved — in that case it is our error and we will fix it at our cost.

You confirm that you have the right to use any logo, name, artwork or trade mark you ask us to apply, and that doing so will not infringe anyone else's rights.

We aim to describe our products accurately. Screens vary, and we cannot guarantee that your monitor or phone displays colour accurately. Natural materials such as leather vary in grain, texture and shade between pieces.

This does not affect your rights if the product you receive is not as described, is a different colour or specification from the one you ordered, or does not match a sample or demonstration model.

Size guides and our Virtual Fit-Out measuring service are provided as guidance, based on the measurements and information you give us. Fit varies between styles, body shapes and personal preferences. Nothing in this clause excludes or restricts your rights under the Australian Consumer Law.

We stock footwear and other products made by third parties, including brands such as Birkenstock, New Balance, Crocs, BOGS, Florsheim, Nunn Bush, Munka, Victorinox, Shun, Kasumi, Biz Collection and AS Colour. Ranges change over time. Their trade marks belong to them.

Where you buy one of these products from us, we remain responsible to you as the retailer under the Australian Consumer Law. We may ask the manufacturer or supplier to assess a product, but their view does not determine your legal rights and we handle your claim.

If you post a review, comment, photo or other content through our website or a review platform, you confirm it is your own and does not infringe anyone else's rights, and you allow us to display and respond to it.

You are free to leave an honest review of your experience with us, good or bad. We will never ask you to remove, change or withhold a review as a condition of a refund, replacement, repair or any other remedy, and your rights do not depend on what you say about us.

Where we think a review is factually wrong, we may reply publicly to give our side. Where content breaches a review platform's own policies, we may report it to that platform to be assessed under those policies.

The website, our product designs, photography, text, logos and trade marks belong to us or our licensors. You may use them for the purpose of shopping with us. You may not copy, reproduce or use them commercially without our written permission.

Our website may link to, or make available, websites and tools operated by others. We do not control them and are not responsible for their content or their terms. Review their terms and privacy policies before using them. A link is not an endorsement.

We work to keep the website available and secure, but the website and online service are provided on an "as is" and "as available" basis. We do not promise that your use of the website will be uninterrupted, timely, secure or error-free, that defects will be corrected, or that it will be free of viruses.

This clause applies to the website and online service only. It does not apply to the products we sell you — those are covered by clause 1, our Returns Policy and the consumer guarantees.

This clause is subject to clause 1 and does not limit anything the law does not allow us to limit.

Subject to clause 1, and to the extent permitted by law:

• we are not liable for loss or damage that was not reasonably foreseeable, or that was not caused by us;
• we are not liable for loss caused by events outside our reasonable control, including carrier delays, industrial action, extreme weather or failures of third-party platforms; and
• where we are permitted by law to limit our liability for a failure to comply with a consumer guarantee, our liability is limited as the law permits.

Nothing in this clause affects our obligation to supply your order within an agreed or reasonable time, our responsibility for goods before delivery, or your rights where goods are lost, damaged or not delivered.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

You are responsible for loss or damage we suffer to the extent it is caused by your breach of these terms or by your unlawful conduct.

You are not responsible for loss to the extent it was caused by us, by anyone acting on our behalf, or by circumstances outside your control. Nothing in this clause requires you to cover us for anything the law does not permit, and we will take reasonable steps to limit any loss.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy, which forms part of these terms. That policy explains what we collect, how we use it, and who we share it with — including where we share claim information with a manufacturer, supplier or repairer to assess a product.

19.1 Joining. If you give us your mobile number and agree to receive text messages, we’ll add you to the Ace Chef Apparels text message program. Agreeing is optional and is never a condition of buying from us. You can leave at any time, and leaving doesn’t affect your order, your pricing or any other right you have.

19.2 What we send. Two kinds of message. Service messages about an order you’ve placed — confirmation, dispatch, delivery, pick-up readiness, and returns or claim updates. These aren’t marketing, and you’ll keep receiving them while you have an open order or claim with us even if you’ve opted out of marketing texts. Marketing messages — offers and sales, new ranges, Bulk & Save pricing, back-in-stock alerts, and reminders when you’ve left items in your cart. We send these only where you’ve agreed to receive them.

19.3 How messages are sent. Messages are sent by our messaging platform on our behalf, using automated systems including autodialled and automatically generated sending. Every message identifies us as the sender, as required by the Spam Act 2003 (Cth).

19.4 Frequency and cost. Message frequency varies with what’s happening in the business and what you’ve bought. Message and data rates may apply — any charge your mobile carrier makes for receiving a message is a matter between you and your carrier, not us.

19.5 The number you give us. Please only give us a mobile number you’re the account holder for, or are authorised to use. If you stop using that number, tell us — mobile numbers get reassigned, and we don’t want to message someone who never asked to hear from us. Contact us on the details in clause 23 and we’ll update or remove it.

19.6 How to stop. Use the unsubscribe link in any marketing text message. Our messages are sent from a sender ID that cannot receive replies, so replying STOP may not reach us — the unsubscribe link is the reliable way. You can also email sales@acechefapparels.com.au or call 1300 308 655 and we’ll remove you. Opting out is free and takes effect immediately.

19.7 Delivery. Text message delivery depends on your carrier, your handset and network coverage, none of which we control, so we can’t guarantee that every message arrives or arrives promptly. Please don’t treat a text message as the only way you’ll hear from us about something that matters — we also email you about your order. This clause is about the messaging channel only. It does not reduce our obligations to supply, deliver and stand behind your order, which are covered by clause 1, clause 7 and our Returns Policy.

19.8 Changes to the program. We may change, pause or end the text message program, or change what we send and how often. If we do, you keep the right to opt out at any time.

19.9 Privacy. How we collect, use, store and share your mobile number and your consent record is set out in our Privacy Policy, which forms part of these terms. We do not share or sell your mobile number, your text message opt-in data or your consent records to any third party for their own marketing.

19.10 Your legal rights. This clause is subject to clause 1. Nothing in it excludes, restricts or modifies any right you have under the Australian Consumer Law, the Privacy Act 1988 (Cth) or the Spam Act 2003 (Cth).

If something has gone wrong, contact us first — most things are sorted quickly. Our contact details are at the top and bottom of this page, and our Returns Policy sets out how to escalate a decision.

If we cannot resolve it, you can seek free advice from Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au, and you may be able to apply to the Victorian Civil and Administrative Tribunal. New Zealand customers may contact the Commerce Commission or Citizens Advice Bureau and may be able to apply to the Disputes Tribunal.

Using this process does not affect your legal rights.

We may update these terms from time to time. The version published when you place your order is the version that applies to that order. Changes do not remove or reduce rights that arose before the change took effect.

If any part of these terms is found to be unenforceable, the rest continues to apply. If we don't enforce a term straight away, that doesn't mean we've given it up.

These terms are governed by the laws of Victoria, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of Victoria. If you live in New Zealand, nothing in this clause prevents you from bringing proceedings in New Zealand where the law gives you that right.

Ace Chef Apparels · ABN 62 616 563 145
11/50 Princes Highway, Eumemmerring, Melbourne VIC 3177, Australia
1300 308 655 · International +612 8551 8088
sales@acechefapparels.com.au

Human support and the retail shop: Monday to Friday, 9am–4pm AEST/AEDT. Closed weekends and public holidays. Our AI assistant is available 24 hours a day and can take your details at any time. It does not assess claims or make decisions — a person does that, and we come back to you on the next working day.