Refund policy

By booking a hire with RNTL STUDIO, you acknowledge and agree to the following Refund Policy. This policy outlines the circumstances in which refunds, store credits, exchanges, or cancellations may apply.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

1. General Refund Policy

1.1 Store Credit Only 

    • RNTL STUDIO does not provide cash refunds unless required under Australian Consumer Law.
    • All approved refunds are issued as store credit only.

1.2 Store Credit Conditions 

Store credit:

    • Is valid for 12 months from the date of issue
    • Is non-transferable
    • Cannot be exchanged for cash
    • Must be used before the expiry date
    • Will be issued to the customer account associated with the original booking

1.3 Non-Refundable Circumstances 

Refunds, credits, or reimbursements will not be provided for:

    • Change of mind
    • Missed promotions or discount codes
    • Failure to collect a booking
    • Incorrect sizing selection
    • Minor wear and tear
    • Postal delays caused by Australia Post or third-party carriers
    • Event cancellations outside of RNTL STUDIO’s control

 

2. Cancellation Policy

2.1 Cancellation within 48 Hours

Cancellations made less than 48 hours before the commencement of the hire period are not eligible for refunds or store credit.

2.2 Cancellation Outside 48 Hours

Cancellations made more than 48 hours prior to the commencement of the hire period may be eligible for store credit minus a 20% administration fee.

2.3 Administration Fee

The administration fee covers costs including but not limited to:

    • Booking management
    • Garment preparation
    • Packaging materials
    • Cleaning preparation
    • Loss of potential bookings
    • Processing and administrative expenses

 

3. Promotions & Discounts

3.1 Promotional Codes

  • Promotional codes or discounts must be applied at checkout at the time of booking.
  • Discounts cannot be applied retrospectively once payment has been completed.

3.2 Missed Promotions

Customers who fail to apply a valid promotion code during checkout are not eligible for:

    • Partial refunds
    • Price adjustments
    • Store credit for the missed discount

 

4. Garment Condition & Wear

4.1 Rental Garment Acknowledgement

All garments hired through RNTL STUDIO are rental items and may display minor signs of wear consistent with normal use.

4.2 Minor Wear & Tear

Refunds or store credit will not be issued for minor imperfections including but not limited to:

    • Loose threads
    • Minor marks
    • Small fabric pulls
    • Minor discolouration
    • General signs of previous wear

These conditions are considered standard for rental garments and do not affect the functionality or wearability of the item.

 

5. Faulty or Unwearable Garments 

5.1 Reporting Issues

    • Customers must inspect garments immediately upon receiving them.
    • Any concerns regarding damage, faults, or garment condition must be reported to RNTL STUDIO within 3 hours of collection or delivery.

5.2 Evidence Requirements

Customers must provide:

    • Clear photographic evidence
    • A description of the issue
    • Confirmation that the garment has not been worn

5.3 Eligibility 

If a garment is determined by RNTL STUDIO to be significantly faulty or unwearable, the customer may be eligible for:

    • Store credit
    • A replacement garment where available
    • Another remedy in accordance with Australian Consumer Law

 

6. Sizing & Fit Policy

6.1 Responsibility for Sizing 

    • Customers are responsible for reviewing sizing information prior to booking.
    • RNTL STUDIO offers try-on appointments for local customers to assist with sizing and fit.

6.2 Local Pickup Exchanges

Local pickup customers may request an exchange where available if:

    • RNTL STUDIO is notified within 3 hours of collection
    • The garment is unworn
    • An alternative garment is available

6.3 Postal Hires

    • Postal hires are not eligible for size exchanges.
    • Postal customers may be eligible for partial store credit only if:
      • The garment is unworn
      • RNTL STUDIO is notified within 3 hours of delivery
      • The garment is returned promptly in accordance with instructions

6.4 Excluded Costs

Shipping fees and administration fees are non-refundable in sizing-related cases.

 

7. Postal Delays

7.1 Third-Party Delays

RNTL STUDIO is not liable for delays caused by Australia Post or other third-party delivery providers.

7.2 Eligibility for Store Credit

If a postal delay prevents use of the garment, customers may be considered for store credit only if:

    • Tracking confirms RNTL STUDIO dispatched the parcel correctly and on time
    • The garment is returned unworn
    • The garment is lodged over the counter at Australia Post within 24 hours of delivery
    • Proof of lodgement is provided to RNTL STUDIO

7.3 No Cash Refunds 

Delays caused by third-party shipping providers do not qualify for cash refunds.

 

8. Try-On Appointments

8.1 Appointment Deposits

Try-on appointment deposits are required to secure bookings.

8.2 Cancellation Timeframes

A minimum of 24 hours’ notice is required to cancel a try-on appointment.

8.3 Eligible Deposit Refunds

Customers who provide sufficient notice may receive a 50% refund of their try-on deposit.

8.4 Late Cancellations or No Shows

Failure to provide the required notice may result in forfeiture of the deposit to cover administration and booking costs.

 

9. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

Customers may be entitled to a repair, replacement, refund, or other remedy where required by law.