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Rental Policy

Diffuse Retail Ltd

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Your experience matters to us. If you have any questions about your rental, please speak to a team member or contact us directly at info@diffuseretail.co.uk
 

General Terms

  • Rental items must not be altered in any way. Charges will apply if items are returned altered.

  • Please ensure your contact details (email and phone) are correct so we can keep you informed about your order.

  • You confirm that you are 18 years or over and reside in the UK.

  • Your rental order ends when all items in the contract are returned. This does not affect our right to collect any amounts owed.
     

Orders & Payments

  • Full payment is required at the time of booking to reserve your rental item.

  • The booking date you provide will determine when your order is dispatched or made available for collection. Please ensure this is accurate.

  • Where refunds are applicable, they will be made to the original payment method.

  • At checkout, you may be asked to provide card details for security. These may be used to cover fees (e.g. late, damage, or non-return), but we will always attempt contact before any charges are applied.

 

Rental Fulfilment Options
 

In-Store (Local) Rentals

  • Rentals can be collected from our Warwick store during standard opening hours on your selected collection date.

  • Any concerns about condition of the item must be raised on the day of collection, to allow us the opportunity to assist.

Online (National) Rentals

  • Standard Delivery: £7, including pre-paid tracked return. Items will arrive on or before the booking date.

  • Next Day Delivery: £14, including pre-paid tracked return. Ideal for last-minute rentals. Option available at checkout.

  • All deliveries are sent via Royal Mail Tracked Services.

 

Cancellations & Refunds

We understand plans can change. Our cancellation policy now applies to both in-store and online rentals:

  • Full Refund: Cancellations made within 72 hours of placing the order, provided the rental booking is not within the next 72 hours.

  • Partial Refund: After the 72-hour window, cancellations are subject to a 30% fee to cover loss of sale and admin costs.

  • No Refund: Cancellations made less than 72 hours before the booking date are not eligible for a refund.

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Returns

  • In-store rentals must be returned by the agreed return date, as stated on your confirmation or rental bag ticket.

  • Online rentals must be posted back using the pre-paid return label on the last day of your rental booking at the latest.

  • Please do not attempt to clean rental items yourself. We professionally clean all items after return.

  • If you wish to purchase the item, please contact us before your return date. If available, the full RRP (less rental cost already paid) will be charged.

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Fit Guarantee – Online Rentals Only

We understand that fit is everything when it comes to fashion.

If, upon receiving your online rental, you find that the item doesn’t fit or isn’t quite right, please follow these steps to make use of our Fit Guarantee:

  • You must notify us within 24 hours of receiving the item.

  • The item must be posted back within 24 hours of arrival, using the pre-paid return label provided.

  • Once received and inspected, we will issue a full credit (minus a £10 admin and delivery fee) to be used against any future rental with Diffuse Retail.

Please note:

  • The item must be unworn (beyond trying on) and returned in its original condition and packaging.

  • This Fit Guarantee applies to online national rentals only and cannot be used in conjunction with other refund claims.

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Late, Lost or Unreturned Items

The following late fee policy applies to both in-store and online rentals:

  • A £15 per day late fee will be charged for each day the item is overdue.

  • This continues up to 7 days late, or until the full RRP of the item has been charged, whichever comes first.

  • After 7 days, the item will be considered unreturned, and the full RRP will be charged to the card on file.

  • If there are exceptional circumstances causing a delay, please contact us in advance to avoid unnecessary charges.

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Damaged Items

  • All items are carefully inspected upon return. The extent and severity of any damage will be assessed by our team, and Diffuse Retail Ltd reserves the final say on whether an item is classed as repairable or beyond repair.

  • If you notice any damage during your rental period, please contact us immediately with details and photos so we can work with you to resolve it fairly.

  • Items with minor, repairable damage (e.g. ripped seams, broken zips, removable stains) will typically not incur a charge, though excessive or repeated damage may result in a fee.

  • Items damaged beyond repair will incur a fee of 50% of the full retail price (RRP) — this charge is in addition to the rental fee already paid.

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Summary

  • We are Diffuse Retail Ltd, registered at Gables House, 62 Kenilworth Road, Leamington Spa, CV32 6JX. Company No. 15063863.

  • All items are rented subject to availability.

  • You are fully responsible for the garment while in your possession.

  • We are not liable for any loss caused by failure to comply with this policy or our deadlines.

  • The laws of England and Wales govern this agreement, and any disputes will fall under their jurisdiction.

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