Refund policy
Satin & Silk Hires
Refunds, Returns & Cancellation Policy
Last updated: June 2026
1. Introduction
a) This Refund, Cancellation and Returns Policy (Policy) applies to all hire agreements entered into between Chloe Cid-Pinkas trading as Satin & Silk Hires ABN:68 326 507 976 ("we", "us", "our") and customers ("you", "your").
b) This Policy must be read together with our Hire Terms, Privacy Policy, Damage or Loss Policy, Back Up Dress Policy and any applicable laws or regulations. Any capitalised terms have the meaning in the Hire Terms or the relevant Policy.
c) Acceptance of this Policy and all related terms is mandatory prior to completion of the hire booking.
d) The terms of this Policy are in addition to your statutory rights under the Australian Consumer Law (ACL).
2. Consumer Guarantees
a) Our Hired Garments (as defined in our Hire Terms) are subject to Consumer Guarantees that cannot be excluded under the ACL.
b) If a Hired Garment fails to comply with Consumer Guarantees, you may be entitled to a remedy as follows:
i. For a Major Failure, you may reject the Hired Garment to receive:
a. a refund of the Hire Fee; or
b. a hire of an equivalent replacement, subject to availability.
ii. For a Minor Failure, you are entitled to a remedy (repair, replacement, credit or refund) at our discretion. If we cannot offer a remedy within a reasonable timeframe, you may choose a refund.
c) Examples of Major Failures include: dresses received with substantial damage, incorrect size or colour, or not matching description; dresses not delivered by the agreed date.
d) Remedies under the Consumer Guarantees are not available for faults, damage or loss caused by misuse, neglect or abnormal use of Hired Garments during the Hire Period (as defined in our Hire Terms).
e) Claims under Consumer Guarantees should be made as soon as possible by emailing us at info@satinsilkhires.com.
3. Returns for Change of Mind
a) Please choose carefully. We do not accept returns, exchanges, or refunds for change of mind or incorrect selection after the hire agreement is confirmed, including errors in style, size, or event suitability, except as set out below.
4. Cancellation of Hire Bookings
a) If you wish to cancel your hire booking please email us as soon as possible at info@satinsilkhires.com prior to the Hire Period.
b) Cancellations received at least 14 days before the Hire Period will be eligible for a refund of the hire fee, less an administration fee of $30.
c) Cancellations received fewer than 13 days prior to the Hire Period will not be eligible for a refund, except for claims under Consumer Guarantees.
d) Refunds arising from cancellation will be processed to the original payment method within 7 business days of approval.
5. Items Returned Damaged or Unacceptable
a) All Hired Garments must be returned in the condition provided, subject to fair wear and tear, and within the agreed Hire Period.
b) Hired Garments returned with excessive damage, stains, alteration, loss, or in a state rendering them unsuitable for further hire will be assessed in accordance with our Hire Terms, including the Repair & Excess Cleaning Schedule.
c) You may be liable for repair/replacement charges for excessively damaged items, except where the damage is due to a Major Failure (as described above).
d) You are responsible for the safe return of Hired Garments by the scheduled return date. Returns after the Hire Period may incur late fees as specified in our Hire Terms and Late Fee Table.
6. Refund Processing and Payment
a) Credit or debit card payments will be refunded to the same card account.
b) Refunds will be processed within 7 business days of approval.
c) To lodge a return, refund [or cancellation request], contact us at info@satinsilkhires.com.
d) We may ask for photographs of the Hired Garment subject to the refund or return.
7. Dispute Resolution
a) If you are not satisfied with a decision under this Policy, you may raise a dispute with us by email at info@satinsilkhires.com.
b) We will use reasonable endeavours to resolve disputes through good faith negotiations. If unresolved, disputes may be referred to mediation in accordance with the laws of New South Wales, Australia.
8. Exclusions and Limitations
a) Nothing in this Policy limits your statutory rights under the ACL.
b) We reserve the right to refuse returns or refunds where we reasonably suspect fraudulent or abusive behaviour.
9. General
a) This Policy is governed by the laws of New South Wales, Australia.
b) Any disputes will be subject to the non-exclusive jurisdiction of the courts of New South Wales.
c) No third party has any right to enforce any terms of this Policy.
d) Any term or part of this Policy that is illegal, void or unenforceable may be severed. The remainder will remain in force.