Returns & Exchanges policy - Uniform Ordering Portal
At Distinctive Image Workwear, all items ordered through your Company's Uniform Portal are custom ordered specifically for your business. Many garments are also decorated with your Company branding, which means they cannot be resold.
For this reason, we ask that all orders are placed carefully, particularly when selecting sizes.
Sizing Responsibility
We provide detailed size charts, product specifications, and support to help you choose the correct size.
As all items are made-to-order, the responsibility for selecting the correct size rests with the individual placing the order. We strongly recommend:
- Reviewing the size chart on each product page
- Comparing measurements with a similar garment you already wear
- Requesting a sample or sizing set (where available) for new wearers
Sizing & Exchanges - Branded Items
We understand that selecting the correct size online can sometimes be difficult.
As branded items are custom made, returns are not accepted for change of mind. However, at our discretion, we may offer an exchange for incorrect sizing under the following conditions:
- A remake and handling fee will apply
- The item must be unworn and returned in original condition
- The request must be made within 30 days of receiving the order
- Approval is required prior to returning any items
Please note that not all items may be eligible for exchange, and standard production turnaround times will apply to replacement garments.
Change of Mind
We do not offer refunds for change of mind on any purchases, including online and in-store orders.
For eligible non-decorated items only, we may offer an exchange or store credit, subject to the conditions below.
Decorated/Branded Items
Items that have been embroidered, printed, or otherwise customised with your Company branding cannot be returned of exchanged for:
- Change of mind
- Incorrect quantity ordered
Sizing exchanges may be considered strictly in line with the conditions outlined above.
Non-Decorated Items - Returns & Exchanges
Returns for non-decorated items are accepted under the following conditions:
- Items must be unused, unworn, and in original condition
- All tags must remain attached
- Items must be returned in original packaging
- Footwear must be returned with the original box
- Returns must be requested within 30 days of receiving your order
Online returns may incur a 15% restocking fee and return postage is the responsibility of the customer or company (for change of mind returns).
In-Store Purchases
Claims for eligible returns or exchanges must be made within in 30 days of purchase. Please contact our team or visit us in-store to arrange this.
Non-Returnable Items
- Decorated/branded garments (unless faulty or incorrect)
- Underwear (unless faulty, due to hygiene reasons)
Faulty or Incorrect Items
If you believe an item is faulty, incorrectly supplied, or does not match your order, please contact us as soon as possible:
Phone: (02) 4577 5901
Email: sales@distinctiveimage.com.au
Please include photos and as much detail as possible. We will assess the issue and, where required, consult the supplier.
If an item is confirmed to be faulty or incorrect, Distinctive Image Workwear will arrange an appropriate remedy, which may include repair, replacement or refund.
Where are return is required for faulty or incorrect items, we will cover reasonable return postage costs.
Return Process (Online Orders)
Once your return is approved, please send items to:
Distinctive Image - Returns
7/31 Brabyn Street
Windsor NSW 2756
Items will be inspected upon arrival, and any approved exchange or store credit will be processed thereafter.
