Terms of service
Last updated: May 2026
Welcome to Re by Lisa Tse.
Re by Lisa Tse is a clothing repair, alteration, and restoration service based in Toronto, Canada. These Terms of Service (“Terms”) set out the agreement between you, the customer, and Re by Lisa Tse (“we,” “us,” “our”) whenever you book a service with us.
By placing a booking through our website, you agree to these Terms. Please read them carefully and keep a copy for your records.
If you have any questions, we’re always happy to help: service@rebylisatse.com
1. Definitions
• Customer / you / your — the person booking and paying for our Services.
• Services — any repair, alteration, restoration, or related care work we perform on your garment.
• Item / garment — any clothing item you send to us for Services.
• Studio — our workspace in Unionville where Services are performed.
• Website — rebylisatse.com and any associated booking system.
• Inherent Service Risks — outcomes that can naturally occur during repair, alteration, or restoration work, even when the work is carried out with skill and care. These may include:
• Visible stitching where a repair has been made
• Slight differences in colour or texture between thread, fabric, or replacement materials
• Small variations in fit, drape, or shape after alteration
• Repaired areas that wear differently than the rest of the garment over time
• Reduced strength or longevity in repaired sections compared to original construction
These outcomes are a normal part of working with garments — particularly older, delicate, or previously repaired pieces — and are not considered defects.
2. Who We Are
Re by Lisa Tse is operated as an independent business based in Unionville, Ontario, Canada. All Services are performed in-house by skilled craftspeople at our studio.
Our website is hosted on Shopify Inc., which provides our online platform and payment processing.
3. The Services We Provide
We offer garment repair, alteration, restoration, and related care services for clothing. Pricing is published on our website and starts from the rates listed for each service category. Final pricing depends on the condition of your garment and any additional work required.
We perform all Services with reasonable care and skill, in line with industry standards for bespoke repair and alteration. Reasonable care and skill does not mean a perfect or permanent result, particularly where Inherent Service Risks apply.
4. Customer Obligations
When you send a garment to us, you confirm that:
• You are the rightful owner of the item, or have authorization from the owner to send it for Services.
• The item is freshly laundered or dry-cleaned and free from soiling, odours, or contamination.
• The item is not counterfeit.
• You have disclosed any known damage, prior repairs, allergies, or sensitivities relevant to the work.
If a garment arrives in a condition we cannot work on for hygiene or safety reasons, we may:
• Return the item to you (you’ll be responsible for return shipping); or
• Where the item is unsafe or unhygienic, dispose of it. No refund will be issued in these cases.
5. Pre-Service Disclosure and Acceptance of Risk
Before any work begins, we will:
• Photograph and inspect your garment on arrival.
• Document any pre-existing wear, damage, or weakness in materials.
• Share an assessment with you, including any specific risks relating to your item or the requested Service.
By approving a quote and authorizing work to begin, you confirm that you have:
• Reviewed our assessment;
• Had the opportunity to ask questions;
• Understood that some inherent risk exists in any repair or restoration; and
• Expressly accepted those risks and instructed us to proceed.
Where you have accepted disclosed risks, outcomes that fall within those risks are not considered defects, damage, or failure to provide the Service with reasonable care and skill.
6. Bookings and Changes to Orders
Adding items.
Once a booking is confirmed, we are unable to add new items to it. Please start a new booking for any additional items.
Additional services.
If, during assessment, we identify additional work that would benefit your garment, we’ll send you a revised quote. Additional Services require approval and full payment before work begins.
Changes you request after work has started.
We may not be able to accommodate changes once work is underway. Where we can, additional charges may apply and will be agreed before work continues.
7. Cancellations and Refunds
Within 48 hours of checkout.
You may cancel your booking within 48 hours of checkout for a full refund of Service fees. Shipping fees are non-refundable once a label has been issued.
After 48 hours.
Cancellations cannot be accommodated, as work may already be underway or materials may have been sourced for your repair.
Refund processing.
Approved refunds are processed to the original payment method within 5–10 business days.
Where we cannot complete the Service.
If we determine we cannot complete the Service to a reasonable standard, we’ll return your item and refund any fees for work not yet performed.
8. Pricing and Payment
All prices are listed in Canadian dollars (CAD) and are exclusive of applicable taxes unless stated otherwise. Payment for all Services must be made in full at the time of booking. Additional Services identified during assessment require full payment before work begins.
We accept payment by credit card, debit card, and other methods supported by our payment processor. Payments are processed securely through third-party providers.
We reserve the right to update pricing at any time. Any changes will be reflected on our website.
9. Shipping and Courier Liability
Our role.
Re by Lisa Tse operates a service-based business. We do not provide postal, courier, or logistics services. All shipping is carried out by third-party carriers (currently FedEx).
Selecting shipping.
When you book a collection or shipping label through our website, you enter into a direct contractual relationship with the carrier. Their terms and conditions, liability limits, and claims processes apply to the transit of your item.
Transfer of risk.
Risk of loss, damage, delay, or misdelivery transfers to the carrier when the item is accepted for shipment, and back to you when the item is delivered following the completion of Services. While items are in transit, neither Re by Lisa Tse nor the carrier is liable beyond the carrier’s stated terms.
Claims.
Any claims relating to shipping — including loss, damage, or delay — must be made directly with the carrier in accordance with their published claims process. We’re happy to provide tracking references and dispatch confirmations to assist your claim. Such assistance does not constitute acceptance of liability on our part.
Insurance.
You are responsible for arranging any additional insurance you consider necessary. For high-value items (over $2,000 CAD), we recommend declaring the value at the time of booking and arranging additional shipping insurance through your carrier.
Drop-offs and pick-ups.
We are unable to accommodate drop-offs, pick-ups, or fittings at the studio. All items are sent and returned by courier.
10. Items in Our Care
While items are in our care at the studio, we take reasonable care of every garment entrusted to us.
Limits on liability.
Our liability for damage to items while in our care is limited to the lesser of:
• The cost of the Service paid; or
• The documented fair market value of the item at the time of shipping.
We are not responsible for sentimental value, original retail price, or replacement cost beyond fair market value.
We are not liable for:
• Pre-existing damage, weakness, or deterioration of materials;
• Outcomes that fall within Inherent Service Risks or were specifically disclosed and accepted by you;
• Items shipped to us without adequate packaging;
• Items lost or damaged in transit before arriving at our studio or after leaving it;
• Items left unclaimed or unresponded to for more than 60 days following completion of Service.
11. Turnaround Times
We aim to complete Services within 10 working days of receiving your garment. This does not include shipping time to or from you.
Turnaround times are estimates, not guarantees, and may be affected by:
• The complexity of the Service;
• High volume during peak periods;
• The need to source matching materials such as a specific zipper, buckle, button, or beading; or
• Unforeseen delays such as supplier issues or events beyond our control.
We’ll be in touch if your repair will take longer than 10 working days.
12. Guarantee and Issues With Your Service
Guarantee.
Our Services are guaranteed for three months from the date of return.
Reporting an issue.
Any concerns regarding a Service must be reported to us within 7 calendar days of receiving your item. Claims raised after this period may not be accepted.
Remedy.
Where a Service is found not to have been carried out with reasonable care and skill, the primary remedy is repeat performance — re-doing part or all of the Service at no additional cost. Refunds, replacements, or compensation may not be requested without first allowing us the opportunity to remedy the issue, unless repeat performance is impossible or disproportionate.
Excluded complaints.
Complaints will not be upheld where the issue:
• Falls within Inherent Service Risks;
• Was specifically disclosed and accepted by you before work began;
• Results from normal wear and tear, washing, storage, misuse, or alterations made by third parties after our Service.
This guarantee does not extend the original brand warranty on your item, and our Services may affect that warranty.
13. Damage vs. Inherent Risk
Outcomes arising from Inherent Service Risks, or from risks specifically disclosed and accepted before work began, do not constitute damage.
Damage means physical harm caused by a failure to exercise reasonable care and skill. It does not include wear, deterioration, fading, fabric stress, or similar outcomes that were warned about or are reasonably foreseeable in the work performed.
14. Limitation of Liability
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under applicable law.
Subject to the above:
• Where you have accepted Inherent Service Risks or specifically disclosed risks, we shall not be liable for outcomes consistent with those risks.
• Our liability for any other claim is limited to the total amount paid for the specific Service giving rise to the claim.
• We shall not be liable for indirect, special, or consequential damages, including loss of revenue, profits, sentimental value, or reputation.
15. Indemnity
You agree to indemnify and hold harmless Re by Lisa Tse against any claims, losses, costs, or liabilities arising from:
• Your breach of these Terms;
• The acts or omissions of any third-party carrier you select;
• Failure to insure items appropriately; or
• Inaccurate or incomplete information you provide about your item.
16. Community Conduct
We expect respectful and kind communication at all times. Aggressive, abusive, or inappropriate behaviour towards our team will not be tolerated and may result in cancellation of your booking and refusal of future Services.
17. Personal Information
We collect and use personal information in accordance with our Privacy Policy and applicable Canadian privacy laws, including PIPEDA. Personal information is used to fulfill bookings, communicate with you about your order, and improve our Services.
18. Intellectual Property
All content on our website — including text, graphics, photographs, logos, and designs — is the property of Re by Lisa Tse or its licensors. You may not reproduce, distribute, or use this content for commercial purposes without our written permission.
19. Evidence and Records
We may rely on booking records, email correspondence, photographs, risk disclosures, and quote approvals as evidence of the agreed scope of Services and any accepted risks.
20. Changes to These Terms
We may update these Terms from time to time. The most current version will always be posted on our website. Your continued use of our Services after any changes constitutes acceptance of the updated Terms.
21. Governing Law
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any disputes shall be subject to the exclusive jurisdiction of the courts of Ontario.
22. Contact Information
Questions about these Terms can be sent to service@rebylisatse.com.