Policies

Our Policies

Version 1.0 · Effective 10 June 2026

ISUSI maintains documented procedures so our customers — including government and enterprise buyers — know exactly how we operate and what to expect from us.

Complaint & Defect Handling Procedure

ISUSI is committed to providing high-quality products to all customers. We treat every complaint as an opportunity to improve, and we handle all complaints respectfully, impartially, and free of charge.

How to lodge a complaint or defect claim

To help us resolve your matter quickly, please include your name and contact details, your order or contract reference, a description of the issue, photos where applicable, and the outcome you're seeking (repair, replacement, or refund).

Our process

  1. Acknowledgement — we confirm receipt of your complaint within 2 business days and provide a reference number.
  2. Assessment — we investigate fairly and objectively, and may request further information, photos, or garment returns for inspection.
  3. Resolution — we aim to resolve most complaints within 10 business days. Remedies may include repair, replacement, partial or full refund, or an explanation and apology.
  4. Outcome — we confirm the outcome and our reasons in writing.

Minor and major defects

For minor defects (such as small rectifiable faults), we will repair or replace the item within a reasonable time at no cost to you. For major failures — where a product is unsafe, substantially unfit for purpose, or wouldn't have been purchased had the fault been known — you may choose a refund, a replacement, or compensation for the drop in value.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this procedure limits or replaces your rights under that law or your contract. If you're not satisfied with our response, you may request an internal review by the Director, or contact NSW Fair Trading or the consumer affairs agency in your state or territory.

Returns & Exchanges

Change-of-mind returns are accepted within 30 days of delivery for unworn items in original condition with tags attached. Return postage for change-of-mind returns is at the customer's expense; returns for faulty items are at ours. For volume and contract orders, returns and rectification are handled per the agreed contract terms and the procedure above.

Privacy

We collect personal information only as needed to process orders, respond to enquiries, and resolve complaints, and we handle it in accordance with the Privacy Act 1988 (Cth). We do not sell your personal information. Contact us at mariana.zhang@isusi.com.au to access or correct your details.