Terms of service

CARE, WARRANTY & CUSTOMER SUPPORT POLICY


PHOEBE ATELIER


Effective Date


This Care, Warranty & Customer Support Policy applies to all products manufactured and sold by PHOEBE Atelier.


By purchasing, receiving, or using any PHOEBE product, customers acknowledge that they have read, understood, and agreed to the terms set forth below.


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1. Scope of Application


This policy applies to all products sold by PHOEBE Atelier, including but not limited to:


• Dresses


• Gowns


• Tops


• Skirts


• Made-to-order garments


• Custom-made garments


• Embellished garments


• Fashion accessories


• Other products supplied by PHOEBE Atelier


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2. Product Care & Maintenance Guidelines


To help maintain the appearance, quality, and longevity of PHOEBE products, customers are encouraged to follow the recommendations below.


DO


• Hand wash gently whenever applicable


• Turn garments inside out before cleaning


• Use cold water and mild detergent


• Wash quickly and avoid prolonged soaking


• Air dry naturally in a cool, well-ventilated area


• Store garments in a dry environment


• Minimize friction during wear and storage


• Remove detachable accessories before cleaning whenever possible


DO NOT


• Machine wash


• Tumble dry


• Wring garments


• Use bleach or harsh detergents


• Iron directly on embellishments, beads, sequins, or accessories


• Hang garments that may stretch or deform due to weight or fabric characteristics


Failure to follow recommended care instructions may void warranty eligibility.


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3. Warranty Period


3.1 Embellished Garments


Products containing beads, sequins, crystals, embroidery, appliqués, hand-sewn decorations, or other embellishments are covered by a six (6) month warranty period from the date of delivery.


3.2 Non-Embellished Garments


Products without embellishments are eligible for inspection and manufacturing defect support within five (5) calendar days from the date of delivery.


After this period, the product shall be deemed accepted by the customer unless otherwise required by applicable law.


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4. Warranty Coverage


PHOEBE Atelier provides complimentary warranty service for manufacturing and workmanship defects, including:


• Seam failures caused by manufacturing defects


• Structural garment defects


• Loose, detached, or defective embellishments resulting from manufacturing defects


• Defects in construction, finishing, assembly, or attachment techniques


• Defects related to adhesives, stitching, embroidery, or embellishment attachment methods


• Other defects determined by PHOEBE Atelier to have originated from the manufacturing process


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5. Handcrafted Product Characteristics


Many PHOEBE Atelier products are partially or fully handcrafted.


Minor variations in:


• Bead placement


• Embroidery details


• Stitching


• Fabric texture


• Hand-finishing techniques


• Decorative element positioning


are natural characteristics of handcrafted products and shall not be considered defects.


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6. Warranty Exclusions


Warranty and support do not apply to:


• Damage resulting from improper use, handling, storage, or maintenance


• Damage caused by pulling, snagging, stretching, friction, impact, or accidental misuse


• Damage caused by improper washing, cleaning, drying, or ironing


• Machine washing or tumble drying


• Use of bleach or harsh chemicals


• Natural wear and tear


• Color fading due to normal usage


• Damage caused by pets, sharp objects, environmental conditions, or third parties


• Products altered, repaired, modified, tailored, or serviced without prior written approval from PHOEBE Atelier


• Unauthorized third-party repairs


• Personal preferences, subjective expectations, or aesthetic opinions


• Minor handmade variations that do not affect wearability, structure, or intended functionality


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7. Sizing & Fit Disclaimer


Customers are responsible for reviewing sizing information, measurements, and product descriptions prior to placing an order.


Differences in:


• Personal fit preferences


• Body proportions


• Comfort expectations


• Styling preferences


• Individual perception of fit


shall not be considered manufacturing defects and are not covered under warranty or support services.


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8. Inspection Upon Receipt


Customers are encouraged to inspect their products immediately upon delivery.


Any visible manufacturing issue should be reported as soon as reasonably possible.


Delayed reporting may affect PHOEBE Atelier’s ability to verify the cause of the issue and assess warranty eligibility.


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9. Warranty Claim Requirements


To submit a warranty claim, customers must:


• Provide clear photographs and/or videos showing the reported issue


• Provide proof of purchase and order information


• Cooperate with PHOEBE Atelier during the review process


• Preserve the product in its current condition while the claim is being evaluated


Photos and videos are used for preliminary assessment purposes only and do not constitute automatic warranty approval.


PHOEBE Atelier reserves the right to request:


• Additional evidence


• Additional photographs or videos


• Product measurements


• Physical return of the product for inspection


before making a final determination.


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10. Warranty Remedies


If a claim is approved, PHOEBE Atelier may, at its sole discretion, provide one or more of the following:


• Product repair


• Reinforcement of affected areas


• Reattachment of embellishments


• Replacement of defective components using equivalent materials


• Replacement with an equivalent product where appropriate


• Other reasonable support solutions determined by PHOEBE Atelier


PHOEBE Atelier does not provide full refunds or partial refunds as standard warranty remedies.


All solutions are determined on a case-by-case basis.


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11. International Orders


For international orders, customers are responsible for all shipping costs associated with:


• Inspection


• Repair


• Replacement


• Exchange


• Warranty service


PHOEBE Atelier shall not be responsible for:


• Import duties


• Customs duties


• Taxes


• Brokerage fees


• Customs clearance charges


• Other fees imposed by destination countries


International shipping times may vary and remain outside PHOEBE Atelier’s control.


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12. International Customer Assistance


For the convenience of international customers, PHOEBE Atelier may, at its sole discretion, offer alternative support solutions without requiring the product to be returned to Vietnam.


Any such assistance:


• Is entirely voluntary


• Is provided solely as a customer service gesture


• Does not constitute an admission of defect, fault, liability, or legal responsibility


• Does not create precedent for future claims


The nature and extent of any assistance shall be determined exclusively by PHOEBE Atelier.


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13. Third-Party Repairs


Any alteration, repair, tailoring, modification, or intervention performed by a third party without prior written approval from PHOEBE Atelier may void warranty coverage for the affected portion of the product.


Customers must obtain written authorization before proceeding with any third-party repair if they wish to preserve warranty eligibility.


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14. Event Responsibility Disclaimer


Customers are responsible for placing orders sufficiently in advance of any wedding, event, photoshoot, performance, travel schedule, or special occasion.


PHOEBE Atelier shall not be liable for losses, expenses, missed events, or inconveniences arising from:


• Shipping delays


• Customs inspections


• Carrier-related issues


• Weather conditions


• Force majeure events


• Circumstances beyond PHOEBE Atelier’s reasonable control


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15. Product Presentation Disclaimer


PHOEBE Atelier makes every reasonable effort to present products as accurately as possible.


However, variations in:


• Color


• Tone


• Texture


• Fabric appearance


• Embellishment reflection


• Overall visual perception


may occur due to photography, lighting conditions, screen settings, device displays, and individual perception.


Such variations shall not be considered defects.


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16. Dispute Resolution


Customers agree to contact PHOEBE Atelier directly and provide a reasonable opportunity to review and resolve any concern before initiating:


• Chargebacks


• Payment disputes


• Credit card claims


• PayPal claims


• Claims through any payment processor or financial institution


PHOEBE Atelier remains committed to working in good faith to achieve a fair resolution whenever reasonably possible.


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17. Limitation of Liability


To the fullest extent permitted by applicable law, PHOEBE Atelier shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages.


This includes but is not limited to:


• Event-related expenses


• Travel expenses


• Photography costs


• Production costs


• Business losses


• Loss of income


• Loss of opportunity


• Third-party expenses


• Temporary inability to use the product


In no event shall PHOEBE Atelier’s total aggregate liability exceed the purchase price actually paid for the product giving rise to the claim.


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18. Governing Law


These Terms and all purchases made through PHOEBE Atelier shall be governed by and interpreted in accordance with the laws of Vietnam.


Any dispute arising from or relating to the purchase, sale, or use of PHOEBE Atelier products shall be subject to the applicable laws and competent courts of Vietnam.


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19. Final Determination


PHOEBE Atelier reserves the sole and final right to determine:


• Warranty eligibility


• Cause of damage


• Scope of responsibility


• Repair feasibility


• Replacement eligibility


• Appropriate support solutions


All warranty claims remain subject to inspection, review, and final approval by PHOEBE Atelier.