Terms & Conditions

Please review these Terms and Conditions carefully prior to reserving and paying for any garment. By proceeding with a booking, you confirm that you have read, understood, and agree to be legally bound by these Terms and Conditions.

Completion of payment constitutes acceptance of these Terms and Conditions and forms a legally binding agreement between the customer and Robe Collective.

Robe Collective reserves the right to enforce these Terms and Conditions at all times.

Nothing in these Terms and Conditions excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

1. TRY-ONS

1.1 Robe Collective offers try-ons by appointment only. Availability is limited and must be booked in advance.

1.2 Try-ons are strongly recommended to ensure the best possible fit prior to booking.

1.3 For customers who do not attend a try-on, bookings are made at the customer’s own discretion and no guarantee of fit is provided.

1.4 For local pick-ups only, customers may request ONE exchange if the garment does not fit.

1.5 Exchange requests must be made within 4 hours of pick-up and must be for the same original hire date, subject to availability.

1.6 If Robe Collective is not notified within the 4-hour timeframe, no exchange will be permitted under any circumstances.

1.7 Exchanges are not available for shipped orders except where expressly permitted under Section 4.13.

1.8 Customers may contact Robe Collective for general sizing guidance; however no guarantee of fit is provided.

2. CLEANING AND DAMAGES

2.1 All garments are professionally cleaned by Robe Collective. Customers must not clean garments themselves.

2.2 Customers acknowledge that garments are second-hand rental items that are hired frequently and may show minor signs of wear consistent with normal use.

Minor imperfections may include but are not limited to small marks, faint stains, loose threads or minor fabric wear. These do not affect the overall wearability of the garment and do not constitute grounds for refunds, credits, or compensation.

2.3 While every effort is made to inspect garments after dry cleaning, minor imperfections may occasionally be overlooked. Robe Collective accepts no liability for such minor imperfections.

2.4 If a garment has major damage or a defect that renders it unwearable, the customer must notify Robe Collective within 2 hours of pick-up or delivery. Photos or videos must be provided. If deemed unwearable, an exchange may be offered subject to availability. If declined, the garment must be returned immediately unworn. Refunds are issued only after the garment has been returned and inspected.

2.5 Customers must notify Robe Collective immediately if damage occurs during the hire period.

2.6 If the damage is repairable, the customer will be liable for the full repair cost.

2.7 If the garment is damaged beyond repair, the customer will be liable for the full retail replacement value (RRP).

3. BOOKINGS, PAYMENTS & CANCELLATIONS

3.1 Full payment is required at the time of booking to secure a garment.

3.2 Once payment has been processed, the garment is reserved exclusively for that customer and removed from availability for others.

3.3 Due to this exclusivity, all bookings are final.

3.4 Robe Collective does not provide refunds, credits, or cancellations for change of mind, sizing issues, event cancellations, personal circumstances, or failure to collect the garment.

3.5 Customers acknowledge that once a booking is confirmed, the garment is unavailable to other customers during the reservation period.

3.6 Robe Collective may request a photo or screenshot of government-issued identification when confirming a booking.

3.7 If an exchange is permitted, only ONE exchange per booking is allowed, for the same hire date, and the garment must be returned unworn and in original condition.

3.8 If the replacement garment has a higher hire price, the customer must pay the difference.

3.9 If the replacement garment has a lower hire price, no refund or credit will be issued.

4. PICK-UPS, SHIPPING & INTERSTATE ORDERS

4.1 Local pick-up and drop-off are available From Mornington, Vic

4.2 Preferred pick-up locations cannot always be guaranteed and depend on garment availability and logistics.

4.3 Shipping is available for an additional $30 including a pre-paid express return satchel.

4.4 Shipping costs may increase for larger satchels.

4.6 A photo of the return tracking receipt must be sent once lodged.

4.7 Returns must be lodged in a yellow Australia Post express post box or post office.

4.8 Returns placed in red post boxes may incur late fees.

4.9 Local pick-up hires must be returned to the same pick-up location by Monday 12 PM.

4.10 Late returns must be pre-arranged during booking.

4.11 Late returns incur a $25 per day late fee or equivalent rental value at Robe Collective’s discretion.

4.12 Failure to return a garment may result in legal action.

4.13 POSTAGE ORDER EXCHANGES

For shipping or interstate orders, ONE exchange may be permitted if requested no less than 7 days prior to the scheduled dispatch date.
Requests made within 7 days of dispatch will not be accepted.

Once an order has been dispatched, no exchanges will be permitted under any circumstances.

The replacement garment must be for the same hire date and is subject to availability.

If the replacement garment has a higher hire price the customer must pay the difference.

If the replacement garment has a lower hire price no refund or credit will be issued. Only one exchange is permitted per booking.

5. LOSS OR THEFT OF GARMENT

5.1 Customers are responsible for the garment once picked up or delivered.

5.2 Lost or stolen garments will require payment of the full retail replacement value.

5.3 Loss or theft must be reported immediately and may require documentation such as a police report.

5.4 Failure to return the garment may result in the customer being liable for the full replacement cost.

5.5 Robe Collective reserves the right to pursue legal action, debt recovery, and associated costs.

6. PAYMENT DISPUTES, CHARGEBACKS & FRAUD

6.1 By completing a booking customers confirm they have read and agreed to these Terms.

6.2 Customers agree not to initiate chargebacks for change of mind, sizing issues, cancellations, failure to collect, or disagreement with policies.

6.3 Robe Collective reserves the right to contest chargebacks with booking confirmations, payment records, and correspondence.

6.4 If a chargeback is initiated without valid grounds Robe Collective may recover the outstanding amount through debt collection or legal action.

6.5 Customers initiating fraudulent disputes may become ineligible for future bookings.

7. WEAR AND REFUND PROTECTION

7.1 Garments worn to events are considered fully used and are not eligible for refunds or credits.

7.2 Refund requests made after the event date may be refused if the garment has been worn.

7.3 Claims regarding fit, comfort, or personal preference do not qualify for refunds.

7.4 Robe Collective reserves the right to refuse refund requests where the garment has clearly been worn.

7.5 Any refund request will remain under review until the garment has been returned to Robe Collective and inspected, No refund, credit or other outcome will be finalized until this process is complete.