Returns and Cancellations

Return of Items

All postal items rented from us will be delivered with a prepaid Australia Post Express satchel. This satchel must be used to return the items back to us. If you don't receive this, please let us know immediately once you receive your delivery.

Items should be returned over the counter at an Australia Post store or depot, on or before the specified rental return date at 3:00pm. This date will be confirmed in your rental agreement. If your Rental Return Date falls on a Sunday or a public holiday, you may post the item on the next business day.

If you lose the prepaid satchel, please contact us. We will send you a new shipping label via email or you can purchase one. If you purchase one, we can refund you for the unused satchel. This must be an Australia Post Express satchel. You must also contact us immediately and provide the new tracking number.

If for any reason you are not able to attend an Australia Post store or depot to post back the item over-the-counter on the Rental Return Date, please return the parcel via a yellow Australia Post Express street postbox before the collection time of the postbox on the Rental Return Date. This is at your own risk. If the parcel is lost and is never scanned by Australia Post, you may be liable for a replacement. You must take a time stamped photo of you lodging the parcel in the Express street postbox if you choose this option. 

Do NOT lodge this parcel using the RED Australia Post street postbox. This will cause a delay as these post bins are picked up infrequently and you will be liable for late fees.

All local hires rented from us must be returned directly to the collection address by 7:00pm on the specified rental return date. 

Customer Cancellations and Refunds

To cancel your booking, please email us at hello@rentclub.au

Rent Club does not offer refunds for cancelled or exchanged orders, strictly a store credit only, minus a cancellation fee. The store credit will have a 3-year expiry. 

Cancellation requests received 14 days prior to the dispatch or collection date, you will be entitled to store credit equating to the amount paid, including postage, minus a cancellation fee of $20. 

Cancellation requests received within 14 days prior to the dispatch or collection date, you will be entitled to store credit equating to the amount paid, including postage, minus a cancellation fee of $30. 

If a request to exchange the order is made 14 days prior to the dispatch or collection date, there will be no $30 cancellation fee. If the client exchanges an item with a lower price then the difference will be credited to the client. 

Issues with Fit or Appearance

We try to provide as much information as we can regarding the fit of the items available for hire on our website. We take no responsibility if you choose a size or item which does not fit you or does not suit you. Although we will do our best to help you with any questions, if you need specific information on the sizing of an item, we recommend contacting the brand directly. 

Nonetheless, if a garment does not fit quite right, our fit policy takes this stress away! If your item doesn’t fit then you’ll receive store credit minus a $30 cancellation fee and shipping fees. 

Please note: the below steps must be followed within 24 hours of receiving your rental in order to qualify for store credit.

1. On the day you receive your item, you must contact us via hello@rentclub.au or Direct Message us on Instagram at @rentclubau

2. Place your garment into the prepaid return satchel provided and take the parcel to your local Australia Post Post Office or place it in a yellow Express Australia Post box (before the post box collection cut-off time). Make sure to take a photo of the receipt or the post box. The item must be returned within 24 hours of delivery to be eligible for store credit

Once your unworn garment is delivered back to us and assessed, we will issue the store credit minus a $30 cancellation fee and shipping fees. This credit note will have a 3-year expiry.

Cancellations by Rent Club

Rent Club may cancel your booking, for any reason. The compensation to you will be limited to the amount you paid to Rent Club for the booking and postage. Rent Club will not be responsible for any consequential damages that result from cancellation of the booking.

Reasons Rent Club may cancel your booking include, but are not limited to:

• The item is damaged by a customer that has rented the item prior to you.
• The item is lost or stolen by a customer that rented the item prior to you.
• It is deemed that it is not possible to deliver the item to you in time for your booking, due to previous late return by a customer, or for any other reason, such as postage network delays.

In all cases above, you will be entitled to a full refund. The refund will be processed to the payment method used to make the order. The refund may take 1-10 business days to reach your account.

Late Returns

If for any reason you post or return back the rental item(s) on a day after the Rental Return Date specified, late fees will apply. 

The fee charged for each day late will be your rental price divided by the number of days you've rented for, up to 120% of the original RRP of the item. For example, if you selected a 4-day hire and the rental fee was $100, late fees would be charged at $25 for each day late.