Rental Policy

Diffuse Retail Ltd

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Your experience is important to us therefore if you require any further guidance on any matter, please ask a team member or contact us directly (diffuse.retail@gmail.com). For now, here are some general points in relation to your rental:  

- Rental garments cannot be altered in any way. Charges will apply if garments are altered by you.

- Ensuring we keep you up to date regarding your order is as important to us as it is to you; so please ensure your contact details, including your phone number and email address, are correct.

- You confirm you are 18 or over and reside in the United Kingdom. If you are under 18, we will need the consent of your parent or guardian before hiring goods to you.

- Each individual order will end when all rented garments in the contract have been returned. When it ends, this will not affect our right to receive any money which you owe to us.

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ORDERS & PAYMENTS

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- To reserve the garments you want, you are required to pay the full rental charge at the time of ordering.

- The item will be reserved for the date provided – please ensure this date is accurate. We accept no liability if an incorrect date is provided, and we are unable to accommodate an alternative date.

- Where a refund is made for any reason, we will refund to the original payment method.

- Upon placement of the order we will require the details of a credit or debit card to place on hold.

- We will always attempt to contact the card holder before retrieving funds. Where outstanding charges apply, we will action the payment for these charges from the card provided. 

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COLLECTING YOUR OUTFIT

- Currently all rentals must be collected from the store between the hours of 10am-5.30pm on the collection date – this date will be stated within your order confirmation and can be found on your ticket in the front of your hire bag.

- It is necessary that everyone tries on their order in store before collection. All garments fit different body shapes and sizes differently and we accept no liability and no refunds will be made, if this has not been tried before collection.

- You must inform us of any issues regarding your rental on the day you collect your order, to allow us the opportunity to assist. We are not liable for any error discovered after this.

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CANCELLATION

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Sometimes things don’t go to plan. In these cases, we will try our best to move the collection date of each individual order to a different date or swap the garment for a suitable alternative. But if you need to cancel your order, and do not want the outfit anymore, the cancellation charges are as follows:

• 100% refund if cancellation is made 10 days before the order date.

• 50% refund if cancellation is made 3 days before the order date.

• No refund if cancellation is made up to 3 days before the order date (store credit may be available on a case-by-case basis).

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RETURNING YOUR OUTFIT

 

- Your return date is stated within your order confirmation and can be found on your ticket in the front of your hire bag. You must return your outfit to the store, by or on this date.

- When you return your order, we need to ensure all items making up the order have been returned and are in a suitable condition. Therefore, we do require that you go through your order upon return with a team member.

- If there are special circumstances which means the item cannot be returned on the specified date, please make every effort to contact us to make us aware of the reason, to avoid potential fees.

- Do not attempt to clean the item during the rental period. Diffuse Retail will look after the dry cleaning of all items once returned to store and before it is shared for its next rental.

- If you decide you wish to keep your rental order, please contact us or come into the store before the specified return date to let us know and if available for purchase, you will be charged the remainder of the current full selling price (RRP).

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DAMAGED/LATE/LOST/UNRETURNED ITEMS

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- You must make every effort to return your outfit by the date specified, in order not to impact other customers and orders. If the item is returned late (without prior agreement) a £5 fee will be applied for every day past the specified return date – to the maximum of £15.

- If the item has been lost or is not returned by 3 days after the date specified (without previous agreement), we will assume it has been stolen and a fee equivalent to the current full selling price (RRP) will be charged to the card details taken at booking.

- If there is damage to the rented garment, the level of the damage will be assessed by a team member upon return and the following fees will be charged based on the assessment:

- Items with minor repairable damage or stains will not be charged; this includes things like ripped seams, zip breaks and removable stains that require some extra attention.

- Items damaged beyond repair and that will need to be replaced, will be charged at 50% of the current selling price (RRP).

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SUMMARY

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- We are Diffuse Retail Ltd. Registered at Gables House, 62 Kenilworth Road, Leamington Spa, CV32 6JX, (company no. 15063863).

- All stock is rented subject to availability.

- You are solely liable for all garments whilst in your possession, until they have been successfully returned to us.

- Diffuse Retail will not be responsible for any loss suffered by you that could have been avoided by complying with the above conditions or any of our deadlines.

- The laws of England and Wales apply to the contract and disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.