1.1 We kindly ask that you familiarise yourself with these Terms and Conditions prior to engaging with Renting E M.

1.2 Renting E M reserves the right to modify these Terms and Conditions at any time. Changes and clarifications will take effect immediately upon being posted on our website, so we encourage you to review them regularly.

1.3 Renting E M reserves the right to adjust pricing and charge additional fees at its discretion when deemed necessary.

1.4 Renting E M reserves the right to refuse future service to clients who have previously breached these terms and conditions.

1.5 By renting a garment from Renting E M, you acknowledge and agree to the Terms and Conditions outlined below.

2.1 Confirmation of Booking
2.1.1 No booking will be considered final until Renting E M has received the following:

• Payment confirmation
• Photo identification
• A contact phone number

2.1.2 Customers may submit these required documents via Instagram DM (@renting.em) or email (renting.em@outlook.com).

2.2 Photo Identification
2.2.1 The provided photo identification must clearly show the following:

• The customer’s full name
• The customer’s current residential address, or that of a trusted adult (with their permission)

2.3 Applicability to All Bookings
2.3.1 This requirement applies to both hire piece bookings and try-on appointment bookings.
2.3.2 Renting E M will not hold any bookings without the submission of the required documents outlined above.

2.4 Store Credit for Missed Submissions
2.4.1 In the event that the customer fails to provide payment confirmation, photo identification, and a contact phone number before another customer books the same hire piece or try-on appointment time slot, a store credit will be issued to the customer.

3.1 Appointment Location and Refund Policy
3.1.1 Try-on appointments are available exclusively at the Tooradin location.
3.1.2 Refunds will not be issued to customers who misread the location of the try-on appointment, as this is clearly stated in the Terms and Conditions.

3.2 Deposit Requirements
3.2.1 A $10 deposit is required prior to all try-on appointments.
3.2.2 The deposit will be deducted from the hire fee if the customer confirms a booking by paying the balance of the hire fee within 24 hours of the try-on appointment.
3.2.3 If the customer fails to confirm the booking within 24 hours, the deposit will not be deducted from the hire fee.
3.2.4 The deposit is non-refundable and will not be applied to the hire cost if the customer books via the website and pays the full hire fee upfront.
3.2.5 The deposit is required per person attending the try-on appointment and is non-transferable to another customer's booking under any circumstances.

3.3 Rescheduling and Cancellations
3.3.1 Customers may reschedule their appointment up to 48 hours prior to the scheduled time with approval from Renting E M for a new date and time.
3.3.2 Deposits for appointments canceled within 48 hours of the scheduled time will not be refunded, held as store credit, transferred to another customer, or rescheduled.

3.4 Missed Appointments
3.4.1 If a customer misses their allocated time slot, a new deposit will be required to rebook the appointment.
3.4.2 The deposit for the initial appointment will not be deducted from the overall hire cost.

3.5 Personal Items and Security
3.5.1 Customers are not permitted to bring unnecessary items (as determined by Renting E M) into the appointment. These items should be left in the car or at home for security purposes.

3.6 Makeup, Fake Tan, and Accessories
3.6.1 Customers are required to remove all makeup, fake tan, perfume, and accessories before attending the try-on appointment to avoid being turned away.

3.7 Cleaning and Damages
3.7.1 The cost of cleaning is not included in the try-on appointment fee. If any hire piece requires cleaning following the appointment, the customer will be charged for this service.
3.7.2 Any damages or stains identified upon inspection by Renting E M after the appointment will be addressed as follows:

• The hire piece will be sent to a seamstress or dry cleaner at the customer’s expense.
• If the item cannot be restored to an acceptable standard (as determined by Renting E M), the customer will be required to pay the full Recommended Retail Price (RRP) of the garment, including any shipping costs from the supplier, within 30 days of the appointment. The prepaid hire fee will not be deducted from the RRP.
  3.7.3 If future bookings must be canceled due to the damage (including delays caused by replacement arrival), the customer responsible for the damage will pay the full cost of lost hire fees within 30 days of the appointment, in addition to any other fees.

4.1 Hire Period
4.1.1 The standard hire period extends for a duration of 3 days, unless otherwise agreed upon prior to booking.

4.2 Mid-Week Hire (Monday-Thursday Event Date)
4.2.1 For bookings with an event date falling between Monday and Thursday, the hire piece will be collected the day prior to the event and must be returned the day following the event.

4.3 Weekend Hire (Friday-Sunday Event Date)
4.3.1 For bookings with an event date falling between Friday and Sunday, the hire piece will be collected from Thursday onwards (subject to availability) and returned by Sunday.

4.4 Postal Returns
4.4.1 All postal returns must be lodged at Australia Post using express post by 5:00 pm on the first business day following the scheduled event date.

4.5 Late Returns
4.5.1 If the customer fails to return the hire piece on time to the agreed-upon location, a late fee of 25% of the hire fee will be charged for each day the item is late, past 7.00 pm. This is payable within 7 days of the return deadline.
4.5.2 This late fee will continue to be charged until Renting E M receives the hire piece or proof of lodgement for postal returns.
4.5.3 The customer must not decide to post the item back on the scheduled return date unless previously agreed to by Renting E M.

4.6 Return Location for Late Returns
4.6.1 All late returns, regardless of the original agreed return location, must be dropped off at the Renting E M studio in Tooradin.

5.1 Postage Charges
5.1.1 A $30 charge will be applied at the time of booking if the customer requires postage, unless the hire piece requires a larger satchel or box, in which case an additional postage fee will be incurred.

5.2 Return Labels and Postage
5.2.1 A prepaid express return label or QR code will be provided with the hire piece if prepaid. If hire piece requires larger satchel or box, express postage must be paid by the customer upon return.
5.2.2 Renting E M accepts express postage only via Australia Post.

5.3 Posting Procedure
5.3.1 The customer is required to lodge the hire piece using the provided satchel, with the hire item securely sealed, at the post office counter.
5.3.2 A lodgement receipt must be requested, and photo evidence of the lodgement must be provided to Renting E M via Instagram DM or email by 5:00 pm on the first business day following the customer’s scheduled event date.
5.3.3 The customer must not use a red Australia Post box to post the item, as this will delay the return postage and nullify the express posting. The customer will accept all liability if they do not request a lodgement receipt or if the item is posted in a red Australia Post box.

5.4 Late Returns
5.4.1 If the customer fails to return the hire piece on time, a late fee of 25% of the hire fee will be charged for each day the hire piece is late, past 5:00 pm. This is payable within 7 days of the scheduled return date.
5.4.2 This late fee will continue until Renting E M receives the hire piece back or receives proof of lodgement.
5.4.3 If the customer incorrectly posts the hire piece back (via any method not stipulated by Renting E M), the late fee will be applied for each day the item is late, past 5:00 pm, until the hire piece is received by Renting E M.

5.5 Postage Booking
5.1. The customer must book the hire piece for the date of the event to ensure it can be express posted on time.
5.2. The customer must not book the hire piece earlier than the event date as they will be expected to return the following day.

5.6 Delivery Delays and Risk
5.6.1 While Renting E M adheres to express post delivery timeframes set by Australia Post, delays may occur that are beyond the control of Renting E M.
5.6.2 By opting for postage, the customer accepts the full risk that the hire piece may arrive late. In the event of a late delivery, the customer will forfeit 100% of the hire price and postage fees, with no eligibility for a refund.
5.6.3 A store credit will be issued for the hire fee only (excluding postage fees) if the customer books more than 4 days in advance for metro areas or more than 6 days in advance for regional areas.

5.7 Delayed Shipments and Store Credit
5.7.1 If a hire piece shipped via post experiences delays (as confirmed by Australia Post tracking) and does not arrive by the event date, and the following conditions are met:

• The return process is adhered to,
• The hire piece is posted back the same day it arrives by 5:00 pm,
• Photo proof of lodgement is provided to Renting E M,
  then the customer will receive a store credit for the hire fee (minus postage fees).

6.1 Customer Duty of Care
The Hirer agrees to exercise all due care and caution in the use of the hired piece. The following activities are to be approached with particular attention to preventing damage to the garment:

• Application or presence of fake tan, makeup, jewelry, accessories, and perfume.
• Proximity to food and beverages.
• Exposure to environments containing smoke.

6.2 Cleaning and Initial Fee
6.2.1 Professional dry cleaning of the hired piece will be undertaken by Renting E M upon its return.
6.2.2 The cleaning fee is included in the hire fee charged at the time of booking.
6.2.3 Should additional cleaning be required upon return of the hire piece, the Hirer will bear the cost of such cleaning, as determined by Renting E M.

6.3 Damage and Restoration Costs
6.3.1 Upon return of the hired piece, Renting E M will inspect for damages or stains. If such issues are identified:

• Renting E M will attempt restoration through a professional seamstress or dry cleaner.
• If restoration is unsuccessful to a standard deemed acceptable by Renting E M, the Hirer agrees to pay the full Recommended Retail Price (RRP) of the garment, inclusive of any shipping costs from the supplier. This payment must be made within 30 days of the return of the hire piece.
  6.3.2 The prepaid hire fee will not be deducted from the RRP.

6.4 Liability for Canceled Future Bookings
6.4.1 If damage to the hire piece results in the cancellation of future bookings (including delays for the arrival of a replacement), the Hirer will be liable for the total cost of all lost hire fees.
6.4.2 Such payments must be made to Renting E M within 30 days of the return of the hire piece, in addition to other applicable charges.

6.5 Return of Damaged Hire Pieces
6.5.1 Any hire piece damaged during the hire period must be returned to Renting E M by the method agreed upon at the time of booking.
6.5.2 Under no circumstances may the Hirer retain the hire piece, regardless of its condition.

6.6 Inspection and Reporting Requirements
6.6.1 The Hirer must inspect the hire piece within 4 hours of collection or delivery.
6.6.2 Any damages or stains not previously disclosed by Renting E M must be reported immediately, prior to wearing the hire piece, by providing photographic evidence.
6.6.3 Failure to notify Renting E M of such damages within the specified time frame will result in the Hirer assuming full liability for all associated costs, including but not limited to restoration or replacement.

7.1 Store Credit
7.1.1 Store credits are issued to customers who cancel their bookings, subject to the conditions outlined below.
7.1.2 Store credits are non-transferable and must be used exclusively by the customer who made the original booking.
7.1.3 Store credits can be applied toward the hire of the originally booked piece and are valid for a period of three (3) years from the issue date.

7.1.4 A $10 management fee will apply each time the store credit is used to book a hire piece other than the original.
7.1.5 The management fee is waived if the original hire piece is no longer available for hire at Renting E M.

7.2 Exchanges
7.2.1 Exchanges may be made prior to the hire piece being picked up or posted, subject to availability.
7.2.2 Customers must provide at least 48 hours' notice prior to the scheduled event date to request an exchange.
7.2.3 A $10 management fee will apply to exchanges made within 48 hours of the scheduled event date.

7.3 Cancellations
7.3.1 Cancellations may be made prior to the hire piece being picked up or posted.
7.3.2 Customers who cancel are entitled to store credit only; no refunds will be issued for cancellations.
7.3.3 Cancellations made within 48 hours of the scheduled event date will incur a $30 cancellation fee, with the remaining balance of the hire fee issued as store credit.

7.4 Requesting Cancellations and Exchanges
7.4.1 To request a cancellation, customers must contact Renting E M via email or Instagram DM with the following information:

• Full name
• Order number
• Date of the scheduled event
• Reason for cancellation
  7.4.2 To request an exchange, customers must contact Renting E M via email or Instagram DM with the following information:
• Full name
• Order number
• Date of the scheduled event
• The piece they wish to exchange for (subject to availability)

7.5 Limitations
7.5.1 No refunds, store credits, or exchanges are permitted once a hire piece has been picked up or posted.
7.5.2 Customers are advised to book a try-on appointment prior to hiring to ensure the garment fits as desired.

8.1 Consumer Rights Under Australian Consumer Law
8.1.1 Under the Australian Consumer Law, the customer is entitled to a refund or replacement only in the event of a minor or major problem with the product covered by consumer guarantees.

8.2 Circumstances for Refund
8.2.1 A customer will only be entitled to a refund if the issue arises due to an error on the part of Renting E M.
8.2.2 The customer must not accept a hire piece that does not meet their standards or expectations.
8.2.3 If the hire piece does not meet the customer’s expectations, they must contact Renting E M to arrange for an immediate return by the end of the day the item was received, following the agreed-upon return method (either drop-off or post). The return must be to Tooradin 3980; returns to any other location will not be accepted.
8.2.4 The hire piece must be deemed by Renting E M as unworn, unaltered and not cleaned.
8.2.5 The customer must provide evidence (photos) of any faults when notifying Renting E M of the issue.

8.3 Exclusions to Refund Policy
8.3.1 This policy will not apply under the following circumstances:

• If the customer simply changes their mind
• If the customer finds a cheaper or better product elsewhere
• If the customer booked the wrong product
• If the customer was aware of the faults prior to receiving the hire piece
• If the product is damaged due to misuse (including but not limited to alterations and improper cleaning)

8.4 Return and Refund Timeframe
8.4.1 If the customer fails to provide evidence (photos) or return the item within the specified timeframe and to the designated location, they will not be entitled to a refund under any circumstances.
8.4.2 The customer must not attempt to return the hire piece or request a refund after the end of the business day that the hire piece was received.

8.5 Processing of Refunds
8.5.1 Refunds will be processed during Renting E M’s business hours. A refund should be expected within 10 business days, depending on the customer’s payment method.

8.6 Theft and Unreturned Items
8.6.1 Renting E M does not tolerate theft under any circumstances. If the customer fails to return the hire piece as agreed, or does not contact Renting E M to arrange for its return in a timely manner, a report will be filed with the police.