NARA HIRE COLLECTIVE — RETURNS, REFUNDS + CANCELLATIONS

ABN: 70536451896

This policy applies to hires made with Nara Hire Collective through our website or any other booking method we approve.

By confirming and paying for a booking, you agree to this policy together with our Terms & Conditions.

1. Returning Your Hire

Your return date and time will be confirmed as part of your booking.

Unless another arrangement has been approved by Nara Hire Collective, dresses must be returned on the next business day following the event/hire period.

For local returns following a weekend event, the dress must generally be returned by the agreed time on Monday. If the return day falls on a public holiday, the next available business day will apply unless we tell you otherwise.

The customer remains responsible for the dress until it has either been safely received by Nara Hire Collective or accepted over the counter by Australia Post for an approved postal return.

2. Postal Returns

Posted hires must be returned using Australia Post Express Post unless Nara Hire Collective has approved another method.

Postal returns must be lodged over the Australia Post counter by 4:00 PM on the next business day following the event.

Please:

• use the supplied or appropriate Express Post satchel;
• obtain a tracking number and lodgement receipt;
• keep your receipt until your return has been confirmed; and
• send us the tracking details on the day you lodge the return.

Please do not place hire returns in a street posting box.

Once a correctly packaged return has been lodged on time and accepted by Australia Post, carrier delays will not themselves be treated as a late return.

3. Late Returns

Returns received or lodged after the agreed deadline may incur a $20 late fee for each day overdue.

If your late return directly causes a later confirmed booking to be cancelled or materially affected, you may also be responsible for Nara Hire Collective's reasonable direct loss resulting from that delay, to the extent permitted by law.

Please contact us immediately if you believe you will be unable to return your dress on time.

4. Cleaning

Standard professional cleaning is included in your hire price.

Please do not wash, soak, dry-clean, iron, steam, scrub, spot-treat or apply stain remover to your dress unless Nara Hire Collective has specifically asked you to.

If something is spilled or the garment is damaged, contact us. We would much rather organise the appropriate treatment ourselves than have you accidentally make the damage worse.

Where staining or contamination requires cleaning beyond ordinary professional cleaning, reasonable additional specialist-cleaning costs may apply.

5. Condition of Hire Garments

Nara Hire Collective garments are part of a working hire collection and may have been worn previously.

Minor signs of normal use may occasionally be present, such as small repairs, minor pulls or subtle fabric wear. These do not automatically make a garment faulty or entitle the customer to a refund.

We inspect garments between hires.

If you notice an unexpected mark, fault or damage when your dress arrives or is collected, please photograph it and contact us before wearing the garment so there is a clear record of its condition.

6. Damage

Customers must take reasonable care of garments while they are in their possession.

Where damage occurs beyond reasonable wear, Nara Hire Collective may charge the reasonable cost of:

repairs, specialist cleaning or restoration, and where relevant, reasonable loss in value caused by the damage.

Where a dress is damaged beyond reasonable repair or can no longer form part of our hire collection, the customer may be responsible for Nara Hire Collective's reasonable loss up to the replacement value disclosed for the garment.

Where possible, we will provide an itemised explanation and supporting evidence of repair, cleaning or replacement costs.

Any amount properly payable may be deducted from the security bond. If the reasonable cost exceeds the bond, the customer remains responsible for the outstanding balance.

7. Lost, Stolen or Unreturned Garments

You are responsible for the dress from the time it is collected or received until it has been properly returned.

If a dress is lost, stolen or not returned, you must notify us as soon as possible.

Where a garment cannot be recovered, you may be responsible for Nara Hire Collective's reasonable loss up to the garment's stated replacement value.

For theft, we may reasonably request supporting information such as a police event/report number.

8. Security Bonds

Where your booking includes a refundable security bond, the bond will be released once the garment has:

been returned on time, inspected, and confirmed to have no outstanding charges associated with the hire.

Bond refunds will generally be processed within 1–3 business days after inspection. If specialist cleaning or assessment is required, we may reasonably hold the relevant amount until the issue and cost can be determined.

Any deduction will be explained to you.

Cancelled bookings

If you cancel before the dress has been collected, dispatched or otherwise supplied to you, your security bond will be refunded in full. The hire fee itself is subject to the cancellation policy below.

9. Booking Cancellations

These rules apply to customer-initiated change-of-mind cancellations where there is no problem with the garment or service supplied by Nara.

More than 14 days before the hire date

You will receive a full refund of the hire fee.

7–14 days before the hire date

You will receive 75% of your hire fee as Nara store credit.

Store credit is valid for 6 months from the date of issue.

Less than 7 days before the hire date

The hire fee is non-refundable and non-creditable.

Within 48 hours / no-show / failure to collect

The full hire fee is forfeited.

Once the dress has been collected, delivered or dispatched, a change-of-mind cancellation is no longer eligible for a refund or store credit.

These change-of-mind rules do not limit any rights you may have under Australian Consumer Law. Consumers can still be entitled to remedies when consumer guarantees aren't met, regardless of a business's change-of-mind policy.

10. Fit + Sizing

Measurements and sizing information are provided to help you select a dress, but fit can vary between brands, styles and individual body shapes.

Customers are responsible for selecting their preferred size.

Where the dress supplied matches the dress and size booked, a refund is not provided solely because of change of mind or because the customer does not like how the garment fits.

Where possible, we recommend booking a Nara Hire Collective try-on appointment before hiring if you are unsure about sizing.

11. If Nara Hire Collective Cannot Supply Your Dress

Occasionally a garment may become unavailable due to damage, loss or an issue arising from a previous hire.

If we cannot supply your confirmed garment, we will contact you as soon as reasonably possible and offer an appropriate solution, which may include an alternative garment or full refund, depending on the circumstances.

12. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.