Refund policy
Return & Refund Policy
At Dreim Wardrobe, we want your rental experience to be as seamless as possible. As our garments are reserved specifically for you and removed from availability for other customers during your booking period, our cancellation and refund conditions differ from those of a traditional retail purchase.
Cancellations
If you need to cancel your booking, please contact us as soon as possible.
More than 7 days before your rental start date: You may cancel your booking for a refund to your original payment method.
Between 3 and 7 days before your rental start date: You may cancel your booking and receive store credit for the rental amount.
Less than 3 days before your rental start date: The booking is non-refundable, as the garment has been reserved for you and we may be unable to re-rent it for those dates.
These cancellation conditions do not limit any rights you may have under Australian Consumer Law.
Fit & Change of Mind
We encourage you to review the garment description, sizing and fit information carefully before booking.
A garment not fitting as expected or a change of mind does not automatically entitle you to a refund. Where possible, please contact us promptly and we will do our best to assist with an alternative size or garment, subject to availability.
Faulty, Incorrect or Unfit Garments
If your garment arrives with a significant fault, is materially different from what you ordered, or is otherwise not fit for its intended purpose, please contact us as soon as possible and include photographs of the issue.
Where required under Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.
Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.
Rental Returns
Rental garments must be returned using the return method provided by Dreim Wardrobe and lodged for return by the required return date specified with your booking.
Please do not wash, dry-clean, iron or otherwise attempt to professionally clean your rental unless we have specifically instructed you to do so. Standard cleaning following normal wear is included as part of your rental.
Late Returns
Returning a garment late may affect another customer's booking.
If your garment is not returned by the required return date, a late fee of $50 per day applies for each day the garment remains outstanding. If you believe your return may be delayed, please contact us immediately.
You will not be responsible for a carrier delay where you lodged the return correctly and on time using the return method provided by Dreim Wardrobe.
Damage
We understand that minor signs of normal wear can occur during a rental.
Customers may, however, be responsible for damage beyond reasonable wear and tear, including significant stains, tears, burns, unauthorised alterations or other damage caused while the garment is in their possession.
Please contact us rather than attempting to repair or clean a damaged garment yourself.
Where damage can reasonably be repaired, we may charge the reasonable cost of repair to the extent permitted by law.
Lost or Unreturned Items
If a garment is lost, stolen or not returned, please contact us immediately.
Where a garment is not returned or is damaged beyond reasonable repair while in the customer’s possession, the customer may be responsible for the reasonable replacement value of the garment, subject to applicable law and the circumstances of the loss or damage.
Refund Processing
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Security Deposit Refunds
The refundable AUD $500 security deposit is separate from your rental fee.
After your garment has been returned and inspected, we will promptly refund the deposit to your original payment method, less any reasonable, documented costs payable under our Terms of Service for damage beyond reasonable wear and tear, loss or non-return, and any late return fees.
Normal wear and standard professional cleaning do not attract deductions. Before making a deduction, we will explain the reason and amount, provide supporting evidence, and give you a reasonable opportunity to respond. Any undisputed balance will be refunded promptly.
If your booking is cancelled, your security deposit will be refunded separately from the cancellation conditions that apply to your rental fee. Bank processing times may vary.
Nothing in this policy limits your rights under Australian Consumer Law.
Contact Us
If there is an issue with your rental, please contact Dreim Wardrobe as soon as possible. We would always prefer the opportunity to resolve an issue before your event wherever possible.