Hire Desire By N – Returns & Refunds Policy

ABN: 34 490 962 303

This Returns & Refunds Policy applies to all bookings made with Hire Desire By N through our website, social media, direct message, email or any other booking platform.

By making payment for a booking, you confirm that you have read, understood and agreed to this policy.

1. Returns

All hired garments must be returned on the next business day following your event, unless alternative arrangements have been approved by Hire Desire By N in writing.

For weekend hires, garments returned by drop-off must be returned by 6:00 PM Monday, unless Monday is a public holiday or another arrangement has been approved.

The customer remains responsible for the garment until it has been safely returned to the designated return location or received by Hire Desire By N.

2. Postal Returns

All postal returns must be sent using Australia Post Express Post using a yellow Express Post satchel.

Postal returns must:

• Be lodged over the Australia Post counter by 4:00 PM on the next business day following your event
• Not be placed in a street posting box
• Include a valid tracking number
• Have a lodgement receipt retained by the customer

The tracking number or lodgement receipt must be provided to Hire Desire By N on the day the garment is posted.

Failure to lodge the garment within the required timeframe will be treated as a late return.

Hire Desire By N is not responsible for delays caused by Australia Post once the parcel has been accepted by Australia Post.

3. Late Returns

Late returns incur a fee of $20 per day.

Where a late return causes another customer’s booking to be cancelled, delayed or otherwise impacted, Hire Desire By N reserves the right to charge an additional reimbursement amount equal to the affected hire fee.

Late returns may also result in all or part of the security bond being retained.

If a garment is not returned, replacement costs may also apply.

4. Cleaning

Professional cleaning is included in the hire price.

Customers must not wash, dry clean, steam, iron or otherwise attempt to clean the garment themselves, unless specifically instructed by Hire Desire By N.

If a major stain or damage occurs during the hire period, Hire Desire By N must be notified as soon as possible.

5. Garment Condition

All garments are pre-loved rental garments and may show minor signs of normal wear.

Minor wear may include:

• Small repairs
• Loose threads
• Minor fabric wear
• Other reasonable signs of previous use

These minor imperfections do not qualify for a refund.

Any existing marks, pulls or damage noticed when receiving or collecting a garment must be reported to Hire Desire By N with photographs on the day of collection or delivery.

Failure to report existing damage may result in the customer being held responsible for it.

6. Damage

Customers are responsible for taking reasonable care of hired garments during the entire hire period.

Where a garment is returned with damage that can be repaired, the customer may be charged for:

• Repair costs
• Additional specialist cleaning
• Any reduction in the garment's value resulting from the damage

Irreparable damage, including major tears, burns or permanent stains, may result in the customer being charged up to the full recommended retail price (RRP) of the garment.

Any applicable amount may be deducted from the security bond.

If the amount owing exceeds the security bond, the customer is responsible for paying the remaining balance.

7. Lost or Stolen Garments

The customer accepts full responsibility for the garment from the time it is collected, delivered or received until it has been returned to Hire Desire By N.

If a garment is lost, stolen or cannot be returned for any reason, the customer agrees to pay the full recommended retail price (RRP) of the garment.

If a garment is stolen, Hire Desire By N must be notified immediately. The customer may also be required to provide a police report or other supporting documentation.

The security bond may be retained and applied towards replacement costs.

8. Security Bond Refunds

Where a refundable security bond applies, it will be returned after the garment has been:

• Returned within the required timeframe
• Inspected
• Confirmed to be in satisfactory condition
• Confirmed to have no outstanding fees or charges

Please allow approximately 1–3 days after Hire Desire By N receives the garment for the bond refund to be processed.

Hire Desire By N reserves the right to deduct outstanding amounts from the security bond, including:

• Late fees
• Additional cleaning costs
• Repair costs
• Replacement costs
• Other outstanding fees associated with the booking

9. Booking Cancellations

Cancellations within 7 days of the event

Bookings cancelled within 7 days of the event date are not eligible for a refund or store credit.

Cancellations more than 7 days but within 14 days

Bookings cancelled more than 7 days but within 14 days of the event date will receive a store credit for the hire fee only.

Store credit is valid for 12 months from the date it is issued.

Security bonds

Security bonds are non-refundable where a booking is cancelled.

10. Once a Garment Has Been Sent or Collected

Once a garment has been:

• Collected
• Personally delivered
• Posted to the customer

the booking is no longer eligible for a refund or store credit.

This includes circumstances where the customer changes their mind, does not attend their event or decides not to wear the garment.

11. Sizing and Fit

Size guides are provided as a guide only.

Due to differences in individual body shape, proportions and garment construction, Hire Desire By N cannot guarantee that a garment will fit.

It is the customer's responsibility to select an appropriate size.

Refunds or store credits are not provided solely because a garment does not fit as expected.

Where possible, customers are strongly encouraged to book a try-on appointment before hiring.

12. Postal Delays

Hire Desire By N is not responsible for shipping or delivery delays caused by Australia Post that are outside our control.

Refunds, store credits or reimbursement of shipping costs will not be provided solely because of postal delays outside the control of Hire Desire By N.

13. Cancellation by Hire Desire By N

If Hire Desire By N is unable to fulfil a confirmed booking, including where a garment has been damaged during a previous hire and can no longer be supplied, the affected customer will receive a full refund.

14. Try-On Appointment Refunds

A $15 try-on fee applies to try-on appointments.

The fee is redeemable against a future hire where the booking is made within 24 hours of the try-on appointment.

Try-on fees are non-refundable where the appointment is cancelled within 24 hours of the scheduled appointment.

If a customer is more than 15 minutes late, the appointment may be cancelled and the try-on fee will not be refunded.

15. Acceptance of this Policy

By making payment for a booking, the customer confirms that they have read, understood and accepted this Returns & Refunds Policy together with the Hire Desire By N Terms & Conditions.

Hire Desire By N reserves the right to update this policy from time to time. The policy in effect at the time a booking is confirmed will apply to that booking.