We understand that sometimes, unexpected scheduling changes can occur for our customers. If you need to Cancel your booking or purchase before it is shipped, we respectfully request adherence with our Order Cancellation Policy. Please understand that due to the popularity of our service, item availability is limited and when an item is booked or purchased by You then it is unable to be Booked or Purchased by somebody else who wishes to do so. If you wish to change your mind after an item has been shipped, we request adherence with our Refunds Policy. Please understand that we will offer repair or replacement in the first instance, including in the form of store credits, as a remedy if you have a minor problem with a product or service of ours.
Our Cancellation Policy:
- If You wish to cancel a Booking, a cancellation request form must be submitted via Your My Account as soon as possible.
- If you have purchased Cancellation Protection at the checkout, then you will be eligible to receive a full cash refund of the Price of your Booking or Purchase. Please note that the Cancellation Protection amount itself is non-refundable.
- If your Booking is cancelled over 30 days before your shipment then you will be eligible for a full cash Refund of the Price of your booking or purchase, or Store Credits equal to the value of 110% of the Price of your booking or purchase.
- If your Booking is cancelled over 14 days before but less than 30 days before shipment then you will be eligible for a full cash Refund of the Price of your booking or purchase, or Store Credits equal to the value of 110% of the Price of your booking or purchase. In both instances you will be charged a Cancellation Fee in accordance with the Schedule of Cancellation Fees below.
- If your Booking is cancelled 14 days or less before shipment then we will issue You store credits equal to the value of the Price of your booking or purchase minus a Cancellation Fee in accordance with the Schedule of Cancellation Fees below.
- In respect of One-Time Rentals and Purchases only, once the Products have been dispatched from Our fulfilment centre, a refund request must be submitted via Your My Account instead of a cancellation request.
Schedule of Cancellation Fees:
- Cancellation Less than 14 days prior to shipment: Cancellation Fee: $10.95
- Cancellation Between 14 to 30 days prior to shipment: Cancellation Fee: $10.95
- Cancellation More than 30 days prior to shipment: Cancellation Fee: Nil
Our Refunds Policy:
- If an item Purchased and delivered to You is not suitable, we can provide you with a replacement for a $14.95 return processing and delivery fee.
- If the Price of the replacement item you select is greater than the Price of the item to be replaced, then you will also be charged the difference in order for your replacement to be confirmed.
- If the Price of the replacement item you select is less than the Price of the item to be replaced, then we will issue You store credits equal to the value of the difference.
- All Purchases which are to be returned must be sent back to Us within twenty-four (24) hours of delivery (unworn with tags still intact or in respect of Consumables, unused and unopened).
- A refund request must be submitted within twenty-four (24) hours of delivery. Any refund requests submitted after twenty-four (24) hours of delivery are not eligible for a refund.
- Once We have received an unworn, tagged, or in respect of a Consumable, unused and unopened, Product back at Our Fulfilment Centre, we will issue You store credits equal to the value of the Price, minus the shipping cost.
