Refund and Return Policy

Last updated: 24 October 2026

This policy applies to dress and accessory hire bookings with Her Hires. It does not limit your rights under the Australian Consumer Law.

Returning your hire

Please return your garment by 4 pm on the first business day after your event.

For postal returns, purchase an Australia Post Express satchel and lodge it over the counter at a post office. Do not use a street posting box. Send us the tracking details and keep your lodgement receipt until the return is confirmed.

For local pickups, return the garment to our Malvern East location or arrange a postal return. Return garments unwashed. Cleaning is included in your hire fee.

Cancellations and changes

If you cancel or request a change within seven days of your hire start date:

• If you paid in full, you may receive store credit equal to 50% of the amount paid.
• If you paid a 50% deposit only, the deposit is non-refundable and no store credit will be issued.

Once a garment has been picked up, shipped or delivered, refunds are not available for a change of mind or event-related reasons. This does not affect your rights if the garment or service fails to meet a consumer guarantee.

If Her Hires must cancel because the garment is unavailable, damaged or has not been returned from a previous hire, we will provide a full refund.

Incorrect, damaged or unwearable garments

Check your garment as soon as it arrives. Report tears, marks or other issues with photos within two hours of receiving it.

If the garment is unwearable, contact us within three hours and return it within 24 hours. We’ll assess the issue and discuss an appropriate resolution. These reporting timeframes do not limit your rights under the Australian Consumer Law.

Late returns

Late returns may incur a $15 fee per day until the garment is returned. If a late return affects another booking, an additional reasonable charge may apply for the affected booking.

Damage or loss

Please take care of your hire and do not alter or wash it. If it is lost, stolen or damaged beyond ordinary wear, reasonable repair or replacement costs may apply. For an item that cannot be recovered or repaired, the charge may be up to its RRP. We’ll consider the circumstances and any available tracking or delivery evidence before applying a charge.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Change-of-mind terms cannot remove consumer-guarantee remedies when a product or service has a problem.

Check before publishing: this draft follows the Instagram policy card’s return instructions: the customer buys the return satchel and lodges it by 4 pm on the first business day after the event. Your earlier notes said the satchel was included and gave a 3 pm deadline.