Terms of service
SATIN & SILK HIRES
HIRE TERMS
DAMAGE & LOSS TERMS
WEBSITE TERMS
Last updated: June 2026
SATIN & SILK - HIRE TERMS
By booking and hiring a garment with us, you agree to and accept these Hire Terms and our policies (as updated from time to time). Our policies apply to all hires and form part of these Hire Terms. If there is any inconsistency, these Hire Terms prevail. Current policies are available via our Website, and on request. These Hire Terms sit alongside your non‑excludable rights under the Australian Consumer Law (ACL). If anything here conflicts with your ACL rights, your ACL rights prevail.
1. How our service works
a) You may make a booking request to hire one or more of our garments (each a Hired Garment(s)) via www.satinsilkhires.com (Website) by selecting the relevant garment, adding it to your cart and completing the checkout process.
b) Our standard hire period is 4 days or you may elect an extended hire period of 8 days for an additional fee, as displayed on our Website at the time of booking. The hire period begins on the start date specified in the booking confirmation and ends on the scheduled return date (Hire Period).
c) All bookings for Hired Garments are subject to availability which is displayed via the calendar on the Website. Availability is indicative only and does not constitute a confirmed booking.
d) Bookings are only confirmed once full payment has been successfully received. Until a booking confirmation is issued, no binding agreement for hire is formed.
e) Upon receipt of payment, we will send you a booking confirmation to the email address provided at checkout.
f) We may offer a 10% discount on a customer’s first order, which is applied at checkout in accordance with instructions on the Website. This offer is limited to one use per customer and is subject to any terms notified at the time of redemption. We reserve the right to remove or change promotional offers at any time, subject to applicable consumer laws.
2. What you’re hiring
a) Each listing of a Hired Garment shows photos, size, known wear, and what’s included. We will supply the selected Hired Garment(s) with due care and skill and on time for your hire period.
b) Hired Garments will be of acceptable quality given their nature and disclosed conditions (Hired Garments may show prior gentle wear and minor creasing). A disclosed defect before you book isn’t a fault.
c) There is no promise or guarantee that Hired Garments are brand new.
d) If needed, a gentle iron is permitted but subject to our prior written approval.
3. Sizing, fit & try‑on options
a) We offer fit guidance and, where available, try‑on (physically at our business premises) and backup sizes. Please see our Backup Policy for further information. If you hire a Hired Garment without a try‑on or backup, please check our size guide or chat with us beforehand. This applies to out of state hires.
b) We do not offer refunds or credits if the Hired Garment does not fit as expected.
4. Fees and payment
a) Hire Fee: as advertised in the listing at the time of the booking request for the Hired Garment.
b) Card surcharge (if any): If a surcharge is applied, it will not exceed our cost of acceptance, will be disclosed upfront, and if there is no surcharge‑free option, the surcharge is included in the displayed price.
c) Postal Hire: you may select to receive the Hired Garment via post (express post delivery to your nominated address and return shipping). The Postal Hire Fee is $28 per Hired Garment.
5. Delivery, pickup & your responsibilities
a) Delivery/pickup: we will dispatch your Hired Garment(s) ready to arrive by the Hire Period. If delivery delays mean you cannot use a Hired Garment, please immediately contact us. You will receive tracking information as soon as your Hired Garment is shipped. Your remedy depends on whether the problem is major or minor under the ACL (see clause 8). If you elect to pickup your Hired Garment(s), we will send you an email & text message to the infomation provided at the start of the week of your Hire Period.
b) During hire: please wear Hired Garments with care. Avoid heavy fake tan transfers, red wine spillages, makeup, pins on delicate fabrics, and rough surfaces. No alterations to Hired Garments are permitted, unless we pre-approve in writing. No sub‑hire or lending of Hired Garments.
c) Cleaning: Standard dry cleaning is included as part of the Hire Fee. Please do not dry‑clean Hired Garments yourself.
d) Returns: Use the prepaid satchel and return it to Australia Post by the return date set out in your booking confirmation. Keep the lodgement receipt. If a carrier loses a properly lodged return, you will not be liable (see clause 10(b)). If you select Collection, you will receive an SMS or email with pickup instructions once your booking has been confirmed. Please note that all collection orders must be returned via drop-off and cannot be posted back to us.
6. Late returns
a) Late returns affect the next booking. We may charge a reasonable late fee per day, per Hired Garment, as calculated in accordance with Schedule 2. This is designed as a genuine pre‑estimate of our likely loss (lost booking revenue + admin/courier), not a penalty. We will provide the calculation on request and review the cap annually.
b) If a Hired Garment is lost after 7 days late (or not returned), we may treat it as lost. See clause 10(b).
7. Cancellations & changes
a) Event cancelled/changed: If you are hiring a Hired Garment for an event and there are event changes for reasons outside your control, standard change of mind rules apply, however we will act fairly and reasonably and offer credits where possible.
b) After dispatch/delivery: Cancellations move to a returns resolution under clause 8.
8. If something goes wrong (faults, delays, wrong item)
a) Under the ACL, if the Hired Garment or our service has a major problem (e.g., arrives too late to use; not as described/fit for purpose), you may choose a refund or replacement/credit and, where relevant, claim compensation for reasonably foreseeable loss (e.g., return courier). Please email info@satinsilkhires.com in such circumstances.
b) For minor problems, we will fix them promptly—e.g., swap (where possible) or a partial refund/credit per Hired Garment. Please email info@satinsilkhires.com in such circumstances.
c) Normal wear consistent with the Hired Garment listing is not a fault, however if we missed or misdescribed a material defect, we will work with you to make it right.
9. Care issues, stains & repairs
a) All Hire Garments are photographed prior to dispatch as evidence of condition.
b) For excess staining on a Hired Garment (including without limitation) fake tan, tears, broken zips/beading beyond normal wear, we assess and choose the least‑cost reasonable fix (specialist clean/repair) and charge the actual, reasonable cost. We do not profit from repairs.
10. Lost, irreparable or un-returnable items
a) Irreparable damage: If a Hired Garment is irreparably damaged and cannot be re‑hired (determined at our reasonable discretion), we may charge the fair replacement value reflecting market value, age/condition, and expected remaining hires (depreciation), less the rental you paid for that Hired Garment.
b) Loss/non‑return: If a Hired Garment is not returned within 7 days after the Hire Period (and has not been reported lost in transit), we may deem the Hired Garment lost and charge the fair replacement value in accordance with clause 10(a). If you lodged the return using our prepaid return label and the carrier loses the parcel after lodgement, you will not be liable.
11. Fairness & transparency
a) We will not advertise or apply unilateral price changes after you book a Hired Garment. There are no broad “we can cancel anytime without refund”, no blanket “no refunds” or one‑sided indemnities for things outside your control. We keep our terms balanced and reasonably necessary to protect legitimate interests.
12. Pricing, fees & surcharges
a) All prices are in AUD and include GST (if applicable) for each Hired Garment.
b) Any card surcharge is strictly cost‑based and disclosed upfront (and included in the displayed price if there is no surcharge‑free method).
13. Identification & privacy
a) We may ask for basic ID/contact details to manage bookings and prevent fraud.
b) We comply with the Australian Privacy Principles (APPs) and you can see our Privacy Policy for further details.
14. Risk & limitation of liability
a) Title remains with us. You are responsible for the Hired Garment(s) from delivery/pickup until lodgement of the return.
b) Nothing in these terms excludes, restricts or modifies your consumer guarantees or remedies under the ACL. To the extent permitted by law, and only for losses not arising from our breach of the consumer guarantees or negligence, our liability is limited to the rental amount charged for the relevant booking.
15. Complaints & dispute resolution
a) We aim to resolve issues quickly and fairly so please contact us first at info@satinsilkhires.com. We kindly ask that all communications remain polite and respectful. If we cannot resolve a dispute, you can seek support from NSW Fair Trading or from a tribunal/court with jurisdiction. This clause does not limit your statutory options.
16. Governing law & venue
a) These terms are governed by the laws of New South Wales, Australia. We both agree to submit to the non‑exclusive jurisdiction of the courts and tribunals of New South Wales.
17. Changes to these terms
a) We may update these Hire Terms for future bookings and hires. We will not enforce updated terms after you have booked a Hired Garment unless you agree (except for minor administrative corrections that do not affect your rights).
Schedules
1. Repair & Excess Cleaning Schedule (indicative, evidence‑based) – per each Hired Garment
· Spot stain removal (per panel): $10
· Heavy fake tan removal / specialist clean: $30
· Zip replacement (standard/invisible): $40
· Beading re‑stitch (per hour): Charged at the actual cost of repair based on a professional alteration or repair quote.
· Lace/panel repair (per cm): Charged at the actual cost of repair based on a professional alteration or repair quote.
2. Late Fee Table – per each Hired Garment
Daily late fee: the lesser of $25 per day, per Hired Garment, up to 7 days..
· After 7 days, item may be treated as lost (see clause 10(b)).
3. Replacement Value Method – per each Hired Garment
Fair replacement value = current market price for the same/comparable Hired Garment item (or designer RRP if current) minus depreciation for age/condition and expected remaining hires, minus the Hire Fee paid. We will provide evidence (market listings, purchase records, depreciation rationale) on request.
Satin & Silk Hires - Damage and Loss Policy
1. Introduction
a) This Damage or Loss 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, Refunds, Returns & Cancellation Policy and any applicable laws or regulations. Acceptance of this Policy and all related terms is mandatory prior to completion of the hire booking.
c) 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; 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. Customer Responsibility for Damage or Loss
a) You are responsible for returning all Hired Garments in Hire-Ready Condition, subject only to Fair Wear and Tear.
b) Fair Wear and Tear does not include:
i. tears, holes, or significant marks;
ii. deliberate alteration or modification;
iii. permanent stains or odours; or
iv. missing parts or irreparable damage.
c) Where Hired Garments are returned with Excessive Damage, Severe Damage, permanent stains, alteration, or in a state rendering them unsuitable for further hire, or are not returned at all, you may be liable for repair or replacement costs, up to the full recommended retail price (RRP) of the goods, less reasonable depreciation for age and use.
d) Any determination of Excessive or Severe Damage or loss will be made by us, acting reasonably and in accordance with the ACL, within 5 business days of receipt of returned goods or after the scheduled return date.
4. Assessment and Notification
a) Upon return of Hired Garments, we will inspect them for compliance with Hire-Ready Condition.
b) If damage, loss, Excessive or Severe Damage, or non-return is detected, we will provide written notice to you detailing:
i. the nature and extent of damage or loss;
ii. the estimated repair or replacement costs, including supporting quotes or documentation;
iii. Customers will be given at least 7 business days from the date of notice to respond or make payment.
c) You may dispute our assessment by written response, including supporting evidence, within the deadline described above. Disputes will be managed in accordance with clause 8 of this Policy.
5. Repair or Replacement
a) If repair is possible and cost-effective, we will seek to repair the Hired Garments and recover reasonable repair costs from you, determined by reference to industry standards for similar items.
b) If repair is not possible, or the goods are lost or subject to Severe Damage, you are liable for reasonable replacement costs up to the RRP of the goods, less depreciation as reasonably assessed.
c) Costs claimed must be reasonable, properly documented, and not exceed standard retail pricing.
6. Failure to Return Hired Garments
a) If you fail to return Hired Garments by the end of the Hire Period, late fees may apply as specified in our Hire Terms.
7. Force Majeure and Unexpected Events
a) If Hired Garments are subject to damage or loss as a result of force majeure or unexpected events beyond your reasonable control (including theft, fire, or accident), you must provide immediate written notice to us, with reasonable evidence such as police or fire reports.
b) In assessing liability for force majeure events, we will consider all circumstances in good faith and in accordance with the ACL. Where you have acted reasonably and have not been negligent, remedies or reduced liability may apply according to industry standards and our insurance policy.
8. 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.
9. 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.
10. 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.
Definitions Major Failure has the meaning given in the ACL including substantial defects or damage, or non-delivery of Hired Garments, rendering them unfit for their intended purpose.
Minor Failure means any issue with Hired Garments that does not constitute a Major Failure under the ACL.
Fair Wear and Tear means minor deterioration or wear consistent with normal and proper use of Hired Garments during the Hire Period, including minor signs of use (such as superficial marks or light fading), and expressly excludes excessive damage, stains, alteration, loss, or irreparable damage.
Hire-Ready Condition means Hired Garments returned in clean, unaltered, unwashed, and undamaged condition, free from new stains, odours, tears, or missing parts, subject only to Fair Wear and Tear.
Excessive Damage means any new damage to the Hired Garment (including but not limited to new deep stains, tears, alteration, or substantial loss of integrity) which exceeds Fair Wear and Tear, rendering them unsuitable for further hire, or requiring professional repair or replacement.
Severe Damage means irreparable new damage or destruction to Hired Garments, or loss of Hired Garments, including but not limited to fire, theft, water damage, or intentional destruction, where the Hired Garment cannot be repaired or returned for further use.
WEBSITE TERMS
Thank you for visiting our website. By using our website, you agree to these Website Terms. If you do not agree to these terms, please do not continue. These Website Terms govern your access to and use of our website only. Hire Terms and Policies apply to (without limitation) bookings, payments, use, wear, damage, loss and late returns of Hired Garments. Any reference to “Policies” refers to our privacy, returns, late fees, loss/damage and publicity consent policies (as updated from time to time). In the event of any inconsistency the Hire Terms prevail.
Ownership
Chloe Cid-Pinkas trading as Satin & Silk Hires ABN:68 326 507 976 owns and operates this website. The material on this website (including without limitation, images, text, branding and information) is protected by copyright under the laws of Australia and the laws of other countries under international treaties. We ask that you do not copy, reproduce communicate, adapt, transfer or distribute any of the contents without our written permission. No trade mark or logo (registered or unregistered) or any information or content on this website may be used in any way without our prior written consent. We grant you a limited, revocable, non-exclusive, non-transferable licence to access and use this website for personal, non-commercial purposes, subject to these Website Terms.
Privacy
We collect and use your personal information in accordance with Australian privacy laws. By providing your personal information to us, you agree that we will manage your personal information in accordance with our Privacy Policy or for any other purpose permitted or required by law. We may also use personal information to send you marketing materials about our business, services and products which you can opt out of at any time. Please check our Privacy Policy for more information on how to unsubscribe or opt out, and to update your personal information.
Eligibility and Accounts
You must be at least 18 years old to use any interactive features (including booking requests). If you are under 18, a parent/guardian must supervise and complete transactions under the Hire Terms. If you create an account, you must provide accurate information, keep your credentials secure and notify us immediately of any unauthorised use. You are responsible for all activity under your account.
Website Content, Garment Display and Availability
We aim to keep all information accurate; however, garment images, colours, fabrics, finishes, accessories, pricing and availability may change over time and may appear differently depending on lighting, photography, filters or device settings. The display of a garment on this website does not guarantee availability for your selected hire period. Availability is only confirmed once your booking is accepted in accordance with our Hire Terms. Sizing charts, measurements and styling guidance are provided as a guide only and are not a guarantee of fit for any individual.
Bookings and enquiries
This website may allow you to submit booking requests or enquiries. Submitting a request is not an offer capable of immediate acceptance by us; a booking is only formed when we confirm it under the Hire Terms. Automated messages (e.g., form confirmations) are acknowledgements only and may be conditional on stock checks, date conflicts or verification.
User Content
If you upload, post, submit or otherwise make available any content via this website (including photos, videos, reviews, comments, messages and your social handle) (User Content), you:
o warrant you own the User Content or have all necessary rights and consents (including from the photographer and anyone shown);
o grant us a worldwide, royalty‑free, transferable, sub-licensable licence to host, store, reproduce, publish, adapt, edit, communicate, display and otherwise use the User Content for our business and promotional purposes in any media; and
o consent to acts or omissions by us in relation to the User Content that may otherwise infringe any moral rights you have.
We may moderate, refuse, remove or disable User Content at any time (including content that is unlawful, misleading, defamatory, offensive, infringing, or spam) without notice. We are not obliged to publish any content or reviews. This clause operates alongside (and does not limit) any separate Publicity Content under the Hire Terms. We may also tag your social handle when we post eligible content. Tell us if you prefer not to be tagged and we will respect that preference for our posts within a reasonable time.
Promotions and Discount Codes
From time to time we may run promotions, giveaways or offer discount codes or gift cards. Separate terms may apply and will form part of these Website Terms where referenced. Promotions are subject to availability and may be modified, suspended or withdrawn where permitted by law. Promotions must not be used in conjunction with each other unless we say otherwise.
Ratings and Reviews
We want to hear what you think of our business and services. However, we also have a responsibility to keep this a safe space. Any materials or content you submit about our business or our products and services, may be changed, condensed or deleted if we reasonably consider it to be in violation of content guidelines or any other provision of these Website Terms. We cannot guarantee that you will be able to edit or delete any material or content you submit. Ratings and written comments and review are generally posted in a timely manner. You acknowledge that you are solely responsible for the contents of any review or submission you make.
By submitting a rating or review you represent and warrant that:
o you are at least 18 years old;
o the details you submit are true and correct, and not known by you to be false, inaccurate or misleading;
o any submission by you will not be unlawful, defamatory, hateful, offensive, unlawfully threatening or harassing;
o you were not compensated by us or any third party or granted any compensation or consideration; and
o you will not include any third party contact details or personal information.
Security
We cannot guarantee that any content or data available on this website (or any linked website) is free of viruses, spyware or other dangerous content. It is your responsibility to make sure you have the equipment and ability to access this website safely.
Third party content
We may provide third party links or third-party content but it’s for your convenience and information only. We are not responsible for the content on third party websites linked to our page. We do not endorse any third-party content and recommend you check all third-party website terms before using any linked pages.
Warranties
We make no representations or warranties express or implied regarding the quality or suitability of this website, its operation, your access, or the results of your access. We do not warrant that your use will be uninterrupted or error-free or that the servicer which stores and transmits this content to you is free of viruses or other harmful components; and exclude all liability for any personal injury, loss or damage (including loss of opportunity) whether direct, indirect, special or consequential, arising in any way out of our website including any use, technical difficulties, equipment malfunction, liability, theft or third party interference.
Applicable law
We operate this website from Australia. The laws of New South Wales govern these Website Terms. You submit to the non-exclusive jurisdiction of the courts of New South Wales. If any part of these Website Terms is found to be unenforceable, you agree that the rest remain in full force and effect.
We make no representation or warranty that this website (including any content or intellectual property contained within) complies with any laws outside of Australia, even if you are accessing this page from another country.
We plan to keep updating our website and may need to amend these Website Terms from time to time. Please check for any updates. For any questions or concerns please contact us at info@satinsilkhires.com.