Refund policy
Returns & Cancellations
At The Dress Vault, we operate as a rental service, so our returns process works differently from a standard purchase. Please read below to understand how bookings, returns, and refunds work with us.
Rental Period
Your rental period is confirmed at the time of booking, typically ranging from 3 to 5 days. The rental period begins on the agreed-upon date and time and ends on the return date and time specified in your booking.
Returning Your Dress
Dresses must be returned by the agreed-upon return date and time. Late returns may result in additional charges. Please refer to our full Terms and Conditions for details on our late return policy.
To arrange your return, please contact us at ennatkaur2006@gmail.com if you have any questions about the process, pickup, or drop-off arrangements.
Cancellations and Refunds
Cancellations made after a successful deposit that secured your booking will be non-refundable under any circumstances. Refunds will not be provided for unused rental days.At The Dress Vault, we kindly ask that you choose your booking carefully, as we do not offer refunds for cancellations, change of mind, incorrect sizing, personal preference, or minor imperfections that do not affect the wearability of the garment.
Once your booking is confirmed, your selected dress is reserved exclusively for you and is no longer available for other customers to hire.
We understand that plans can sometimes change. If you need to cancel before your collection appointment or before your order has been dispatched, we are happy to provide a full store credit for the value of your booking. This credit can be used towards any future hire with The Dress Vault.
Store Credit
Store credit may only be issued once the garment has been returned to The Dress Vault and all eligibility requirements have been met.
For pick-up bookings only (not applicable to shipped orders), if you decide not to proceed with your hire after collection, the garment must be returned within 2 hours of pick-up, in its original unworn condition, to qualify for store credit.
If the dress is returned outside of this 2-hour window, or retained for the booked hire period, the booking will be considered active and no refund, exchange, or store credit will be issued. Once the hire period has commenced, all bookings are final.
To be eligible for store credit, garments must be returned in the exact condition they were collected. Items that show signs of wear, makeup, fake tan, perfume, stains, alterations, damage, or cleaning attempts will not qualify for credit.
The Dress Vault reserves the right to decline a store credit request if these conditions are not met. If this occurs, you will be contacted via Instagram DM at @thedresssvault
Bond
A bond is required at the time of booking. Your bond will be refunded upon the satisfactory return of the dress, minus any deductions for damages or late fees. Damages will be assessed, and repair or replacement costs will be deducted from the bond accordingly.
Damages and Issues
Please inspect your dress upon receiving it and contact us immediately at ennatkaur2006@gmail.com if the item is damaged, defective, or not what you booked, so we can evaluate the issue and make it right.
Normal wear and tear during your rental period is covered by your rental fee. Excessive stains or damages requiring special cleaning or repair may incur additional charges, deducted from your bond.
Exceptions
Some circumstances are not eligible for refund or exchange, including:
- Change of mind after a booking has been confirmed and paid
- Unused rental days
- Late cancellations outside our specified refund window
Please contact us if you have questions or concerns about your specific booking.
Exchanges
If you'd like a different dress or size, please contact us as soon as possible at ennatkaur2006@gmail.com. Exchanges are subject to availability and may be arranged as a separate new booking.
European Union Customers
If you are booking from within the European Union, please contact us directly at ennatkaur2006@gmail.com regarding any rights that may apply to your rental under local consumer protection law, as rental services may be treated differently from standard retail purchases.
Refund Processing
Where a refund has been approved (for example, bond refunds or approved cancellations), you will be notified and refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or payment provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at ennatkaur2006@gmail.com.