Terms of service

Terms of Service – Rent My Wardrobe NZ Limited (RMW)

1. General

This website is operated by Rent My Wardrobe NZ Limited (“RMW,” “we,” “us,” “our”). Rent My Wardrobe Limited operates this store and website, including all related information, content, features, tools, products and services to provide you, the customer, with a curated shopping experience (the “Services”).

This store is powered by Shopify, which enables us to provide the Services to you.
The terms and conditions below, together with any policies referenced herein (these “Terms of Service” or “Terms”), describe your rights and responsibilities when you use the Services.

Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability. We reserve the right to update the Terms or Service and any policies referenced herein. Continued use of the website ensures acceptance by the customer.

By visiting, interacting with or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy [LINK]. If you do not agree to these Terms of Service or Privacy Policy, you should not use or access our Services.

2. Access and Account

By agreeing to these Terms of Service, you represent that you are at least 18 years old and you have given us your consent to allow any of your minor dependents to use the Services on devices you own, purchase or manage.

To use the Services, including accessing or browsing our online stores or purchasing any of the products or services we offer, you may be asked to provide certain information, such as your email address, billing, payment, and shipping information. You represent and warrant that all the information you provide in our stores is correct, current and complete and that you have all rights necessary to provide this information.

You are solely responsible for maintaining the security of your account credentials and for all of your account activity. You may not transfer, sell, assign, or license your account to any other person.

3. Our Products

We have made every effort to provide an accurate representation of our products and services in our online stores. However, please note the following:

Legal Ownership: All garments, accessories, and related items supplied through Rent My Wardrobe NZ Limited (“RMW”) remain the sole property of RMW or its consignors at all times.
By booking a rental or subscribing to Muse+, you acknowledge that you obtain only a temporary, revocable right of use of the garment for the agreed rental period.
You do not acquire any ownership rights, title, or interest in the garment, regardless of the length of the rental period or the amount paid.
Consigned garments remain the property of the original consignor. Customers renting consigned items are subject to the same terms and liabilities (returns, late fees, damage, or replacement) as garments owned directly by RMW.
Exclusive Use: Rentals are for the exclusive use of the individual customer named on the booking or subscription. You may not:
- Len, sub-rent, or share the garment with another person (including friends, family, or event stylists). If the garment is for a minor, the parents or guardians must consent and provide their information.
- Resell, list, or advertise the garment as your own.
Muse+ Memberships: Muse+ benefits, including garment access and subscription perks, are strictly personal and non-transferable. Membership cannot be shared, transferred, gifted or resold.
Only the subscribed member may book, wear, and return Muse+ garments. Any attempt to share garments outside the member's own use will be considered a breach of these Terms and may result in suspension or termination of the membership without refund, plus recovery of damages, associated fees or replacement costs.
Misuse and Breach: If garments are found to have been used outside the agreed terms (e.g., shared, damaged, resold), RMW reserves the right to:
- Cancel current and future bookings
- Immediately suspend or terminate Muse+ memberships.
- Recover losses, including the full Recommended Retail Price (RRP) of the garment(s), late fees, or additional income lost as a result of the breach.
- Such breaches may also be referred to debt collection or legal enforcement at the customer's expense.
Garment Condition: Due to the nature of the business, all garments are rentals and may be pre-worn or show signs of general use, including but not limited to faint marks, pulls, or stitching imperfections. These are considered normal and not grounds for refund or credit.
Significant Flaws: If a garment encounters notable damage, including but not limited to (tears, stains, missing elements or discolouration), RMW will update the listing description to note these. On the occasion of a back-to-back order where the customer has placed an order before the damage without RMW having updated the listing description, RMW reserves the right to contact the customer before dispatch and will take all reasonable care to notify the customer and send photos if required.
Depending on the damage, you may be sent the item with a partial refund or a discount on your next order
- If time permits, you may be offered an alternative item or store credit.
- If no resolution is possible, we may cancel the order and issue store credit at our discretion.
Colours and Appearance: Colours, fabrics and appearances may differ slightly from online photos due to lighting, device screens, and settings. We do not guarantee that garments will appear exactly as displayed on your device.
Expectations: We do not warrant that the appearance, fit or quality of any product will meet your personal expectations beyond what is described in the listing description and disclosed before dispatch.
Product Changes: All descriptions are subject to change at any time, without notice. We may withdraw, discontinue, or limit quantities of any product at our sole discretion, including if a garment is deemed unsuitable for rental. RMW retires garments when they are no longer in a rentable condition.
Right to Refuse: We reserve the right to refuse fulfilment of any order on a case-by-case basis, including but not limited to reasons of garment condition, location, or previous breach of terms.

4. Sizing & Fit

Size Guides Provided: RMW provides brand size guides, measurements and recommended fits (where available) on the product page of each garment to help customers make informed choices. These are intended as a guide only.
Customer Responsibility: It is the customer's responsibility to review size guides, measurements, and product descriptions before booking. Fit and sizing can vary between brands, fabrics, and styles, and RMW cannot guarantee a garment will fit every body type.
No Refunds for Incorrect Fit: Refunds, store credit, or exchanges will not be offered if a garment does not fit as expected. This includes situations where the customer's usual size differs from the fit of the rented garment.
Back-up style option: Customers concerned about fit are encouraged to use RMW's back-up style service or book a Try-On (in-store or postal) before their event.
Alterations Prohibited: Customers are not permitted to alter garments (temporarily or permanently) to achieve a different fit. This includes, but is not limited to: hemming, sewing, pinning, taping, or cutting. Breach of this clause may result in repair or replacement charges.

5. Garment Care & Handling

All garments must be handled with care at all times. Customers agree to:

Do not wash or dry-clean garments. All cleaning is undertaken by RMW.
Avoid exposure to substances, including but not limited to: fake tan, makeup, perfume, deodorant, food, drinks, or smoke that may stain or damage fabrics
Do not iron, steam or press garments.
No safety pins, sticky tape, or adhesives may be applied to garments. Only non-damaging solutions, such as water-soluble fabric glue, are permitted. This is stocked at RMW.
No alterations (temporary or permanent) are allowed. This includes hemming, sewing, cutting, or tailoring of any kind.
All accessories (belts, ties, straps) must be returned with the garment in its original condition.

Breaches of the above may result in:

- Additional cleaning or repair charges;
- Full replacement charges (RRP) if the garment is permanently altered or damaged;
- Suspension of Muse+ membership (if applicable).

6. Bookings & Subscriptions

Rentals

Confirmation: Rental bookings are only confirmed once full payment has been received and processed by RMW. Items will not be held without payment under any circumstances.
No Holds: We do not place garments on hold or reserve stock without confirmed payment. Availability is on a first-come, first-served basis.
Amendments: If you change a booking, including but not limited to (garment, size, or rental dates) for any reason, the original booking remains binding and subject to these terms. Any variation is considered a continuation of the original contract, not a cancellation.
Minimum Requirements: To place a booking, you must provide valid contact details. (first and last names, NZ phone number, email, home address). ID requirements and waivers are required for bag rentals. Bookings with overseas details will not be accepted. RMW reserve the right at any time to cancel a booking if the incorrect information has not been received.
Price Changes: We reserve the right to change product prices at any time. Continued bookings after the change will constitute acceptance of the new pricing.

Muse+ Subscriptions

Automatic Billing: By subscribing to Muse+, you authorise RMW and its third-party payment providers to automatically charge your nominated payment method on a recurring basis (monthly, 3-monthly or 6-monthly, depending on your plan).
Ongoing Charges: Charges will continue until you cancel your subscription in accordance with our cancellation rules. It is your responsibility to ensure your payment method remains valid and has sufficient funds.
Failed Payments: If a payment fails, your account may be suspended immediately until the payment is successfully processed. RMW reserves the right to recover any missed subscription fees through debt collection or legal enforcement, with recovery costs charged to you.
Non-Transferable: Subscriptions are personal to the individual member and cannot be transferred, shared, or gifted.
Perks & Benefits: Subscription perks (such as anniversary gifts, free rentals, or shipping credits) are only available while your membership remains active and paid in full. Birthday gifts are only available if the customer has provided their birthdate on their customer account.
Price Changes: We reserve the right to change subscription fees at any time. Any changes will be communicated in advance, and continued membership after the change will constitute acceptance of the new pricing.
Cancellation: Subscriptions can be cancelled at any time via your online account, but cancellation takes effect at the end of the current billing period. Payments already made are non-refundable, and no pro-rata refunds are offered.
Termination: RMW may suspend or terminate your membership without refund if you breach these Terms (including late returns, misuse of garments, or unpaid fees).

7. Consignment Garments

RMW may rent garments that are owned by third-party consignors under formal consignment agreements. All consigned garments remain the property of the consignor at all times.

Customers renting consigned garments are subject to the same Terms as all other rentals, including return deadlines, late fees, and damage or replacement liability.
Consignors acknowledge that garments rented through RMW are subject to normal wear and tear associated with rental use. RMW is not liable for minor signs of wear that occur during standard rental activity.
Specific consignment terms, including commission rates, payout schedules, and garment withdrawal, will be governed by separate written agreements between RMW and the consignor.

8. Back-Up Style

Customers are able to add a back-up style to any order for the cost of $20. By selecting a Back-Up Style with your booking, you agree to the following additional Terms:

Eligibility: This service is only available when booking two garments for the same rental dates.
Back-up styles are not available for overnight Try-Ons.
RMW reserves the right ot exclude certain garments (including oversized or high-demand items) from being used as Back-Up garments.
Payment & Pricing: At checkout, you will be charged the full rental fee of the more expensive garment, plus the $20 back-up fee.
The Back-Up garment acts as a secondary option only.
If you choose to wear the backup garment and it is lower in price than your primary garment, no refund or credit will be provided for the difference.
Security Tags: Both garments will arrive with RMW security tags attached. You may try on both garments for fit, but you must remove the tag only from the garment you intend to wear. The garment must be returned with its original tag still attached and in the same condition it was received. If both garments are returned with tags removed, you will be charged the full rental fee for both garments, regardless of whether one was worn or not. This charge is non-negotiable.
Returns and Deadlines: Both garments (worn and unworn) must be returned together by the agreed rental return date in accordance with RMW policies. If either garment is late, standard late fees of $20 per garment per day will apply.
Availability: Back-up garments are subject to stock availability and may be withdrawn or refused by RMW at any time.
Oversized garments that cannot fit within one courier satchel may incur additional shipping fees.
Backup styles are a courtesy service designed to provide flexibility, but are not guaranteed.

9. Rental Period & Returns

Rental Period:

Your rental period begins on the event date you selected at checkout. The date determines the dispatch, shipping, and return schedule.
The rental period ends on the event end date (final date stated on your booking confirmation). All garments must be returned by this date, without exception.

Postal Returns:

You must lodge your garment return over the counter at an NZ Post outlet by 12pm on the final rental day.
If your rental end date falls on a weekend or public holiday, the garment must be lodged by 12 pm the next working day.
Rental returns at drop boxes, dairies, and newsagents are not permitted under any circumstances. Returns lodged via drop boxes or a non-NZ post shop will be treated as late until the item is returned to us.
In the event you have lost the return label, contact us immediately at hello@rent-my-wardrobe.co.nz. We can email you a copy of the return label for you or NZ Post to print out.
If you do not have access to a printer, and it is for some reason not possible to print the NZ Post return label, you are able to send the return back to us via NZ Post's overnight courier service. This return will be the customer's cost and must be approved by RMW first.
Proof of Return: In the event an overnight courier was initiated by the customer, you are required to obtain and keep an official NZ Post receipt showing the tracking number and date/time of lodgement and send this to RMW immediately.
Without this proof, claims that the item was returned will be considered unverifiable, and you will remain liable for late fees and/or replacement charges.

Local Returns

If you have selected studio return, the garment must. be physically dropped off at our Long Bay studio by 5 pm on the final rental day.
If the final day falls on a weekend or public holiday, the garment must still be returned on that day by 5 pm.

Return Packaging: All postal rentals must be returned in the prepaid satchel provided by RMW. If the satchel is lost or damaged, you must purchase an overnight courier replacement (yellow ticket) and provide RMW with the new tracking number.
- Economy or untracked services are not accepted under any circumstances.
- In the event an economy or untracked service has been used, the rental will be subject to late fees until the garment has been returned to us. If the garment is lost and no tracking was provided, the customer will be subject to pay up to 120% of the garment's RRP, late fees and any lost income from subsequent bookings.
Outstanding Returns: A product is not considered "returned" until it has been scanned into the NZ Post system (postal orders) or physically received by RMW (studio returns).
You remain fully responsible for the garment until this scan or handover is completed.
Responsibility During Transit: Once the garment has been scanned at NZ Post using our prepaid satchel, it is then NZ Post's responsibility to ensure the garment returns to us.
If you choose not to use our prepaid satchel, you are fully liable for any loss or delay in transit.

10. Late Returns & Fees

Daily Late Fees: A late fee of $20 per day, per garment will automatically apply if your return is not lodged (with valid proof of lodgement) or dropped at the studio by the agreed return deadline.
Lost Income Charges: If a late return prevents another customer from receiving their booked garment, you are liable to pay the full rental fee of the cancelled booking in addition to daily late fees. This reflects the lost income caused by your delay.
Accrual of Fees: Late fees continue to accrue daily until:
- The garment is scanned by NZ Post using the prepaid RMW return satchel; OR
- The garment is physically received back at RMW's Long Bay studio. Claims that an item has been returned without proof of lodgement will not pause late fee accrual.
No Waiver of Fees: RMW is not required to send reminders of late returns. Lack of communication from our end does not waive the fees.
Unpaid Late Fees: If late fees remain unpaid after 7 days, RMW may pursue recovery of:
- The full amount of late fees.
- Lost income from cancelled bookings;
- Up to 120% of the garment's full RRP if the garment is still outstanding;
- All costs. of debt recovery (See Section 10).

11. Try On Bookings

Try-Ons are offered as a service to allow customers to assess sizing, fit, and style before committing to a full rental. They are not intended to be worn for events or outings.

Care while trying on: Please avoid fake tan, heavy makeup, perfume/deodorant transfer, lotions, food/drink, and anything that may stain/mark the garment.
Availability: Try-Ons are subject to garment availability and may be refused or rescheduled at RMW's discretion.
Damages: You are liable for any damage or stains caused during a try-on (repair fees or replacement at full RRP may apply). You must let us know if you damage a garment when trying it on.

In-Store Try-Ons

Book online: In-store try-ons must be booked in advance via the RMW website.
Customers may pre-select up to five garments they wish to try.RMW will prepare these items where possible.
If a requested garment is on hire or otherwise unavailable, RMW will notify the customer. Customers may select alternatives or reschedule their appointment.
Arriving on time: Customers must arrive on time for their appointment. Each appointment runs for a maximum of 30 minutes. Late arrival reduces the appointment duration as sessions are booked back-to-back. If you arrive early, please wait in your car until the time of your try-on. Unfortunately, our studio is small, meaning we cannot have customers waiting inside during other try-on appointments.
Store Credit: Following completion of an in-store try-on, the customer will be provided with a $15 store credit code redeemable against a rental or Muse+ membership. The code is non-transferable, valid for one-time use only, and expires within 30 days.
Cancellations: Refunds or store credit will not be offered for try-on appointments cancelled within 24 hours of the appointment. Appointments cancelled with more than 24 hours' notice will have the availability to be rescheduled and/or store credit issued.

Postal Try-Ons

Try-On Cost: Postal try-ons incur a non-refundable fee of $25 (excluding delivery) per garment, which covers shipping, handling and cleaning costs.
Garment Returns: Garments must be tried on the day of delivery and returned by 12 pm the following day using the prepaid NZ Post return satchel provided.
If the garment is returned late, a late fee of $20 per day, per garment will apply until the item is scanned by NZ Post.
Security Tag: All postal try-on garments are fitted with a security tag. The tag must remain intact. If a garment is returned with its tag removed, the customer will be charged the full rental fee for that garment.
Inclusions: Customers must return all inclusions with their try-on order:
- Cotton RMW-branded bag (replacement fee $10)
- Muse envelope pouch (replacement fee $5)
- Postal try-on card (replacement fee $5)

12. Damage, Insurance & Replacement

Customer Liability: You are responsible for the care of the garments from the moment they are delivered or collected until they are scanned/returned to RMW.
Inspection on Arrival: Customers must inspect garments immediately upon receipt. Any issues (e.g., damage, incorrect item, missing parts or sizing discrepancy) must be reported within 4 hours, accompanied by clear photographs. Failure to notify RMW within this timeframe will be deemed as acceptance that the garment arrived in satisfactory condition.
Damage Waiver: Customers may purchase a Damage Waiver, which covers:
- Minor repairs or cleaning costs up to $100.
- This does not cover: lost garments, theft, major or irreparable damage, replacement costs, late fees or misuse.
- The waiver is non-refundable and cannot be cancelled or refunded even if no damage occurs.
Repair & Replacement Costs: If a garment is returned with damage exceeding minor cleaning/repair, RMW will invoice you for the cost of the repair.
If the garment is lost, stolen, or damaged beyond repair, you are liable. for the full Recommended Retail Price (RRP) as listed on the product page.
The rental fee is not deducted from the replacement cost.
The irreplaceable dress still remains the property of RMW and is required to be sent back to us to determine damage. By no means does this garment become the property of the renter unless specifically agreed upon by RMW.
Payment Deadlines: Replacement or repair costs must be paid within 30 Days of invoice.
Enforcement: If payment is not made within this timeframe, RMW reserves the right to:
- Suspend or terminate your Muse+ membership (if applicable);
- Refer the debt to a collection agency or pursue legal action;
- Recover all legal, collection, and enforcement costs from you.

13. Cancellations

Rentals

10+ Days' Notice: Cancellations made more than 10 days before the start of the rental period may be eligible for a refund or store credit at RMW's discretion.
Less than 10 Days' Notice: Cancellations within 10 days of the rental start date are non-refundable. However, store credit may be available at RMW's discretion.
Amendments: Changes to bookings (garment, size, or date) are treated as continuations of the original contract. All obligations (late fees, return conditions, damages) remain binding.

Muse+ Subscriptions

Cancellation: Subscriptions may be cancelled at any time through your account. Cancellation takes effect at the end of your current billing cycle.
No Pro-Rata Refunds: Payments already made are non-refundable, and no partial refunds will be given for mid-cycle cancellations.
Termination by RMW: RMW reserves the right to suspend or cancel a subscription without refund if:
- Membership fees are unpaid.
- Items are not returned on time.
- Garments are damaged, misused or shared contrary to these Terms.

14. Unpaid Fees & Theft

Liability: You are fully responsible for all unpaid fees, including:
- Rental charges;
- Late fees;
- Replacement or repair costs;
- Lost income from cancelled bookings;
- Failure to return reusable packaging (RMW-branded cotton bags, for the Muse pouch and How it Works cards);
- Subscription arrears (if applicable).
Debt Recovery: If the amounts remain unpaid, RMW may:
- Suspend your ability to book future rentals or use Muse+;
- Refer the debt to a debt collection agency.
- Pursue action through the NZ Disputes Tribunal or Court.
Costs of Recovery: You agree to pay all actual and reasonable costs of recovery, including:
- Collection agency fees/commissions;
- Solicitor, Lawyer or legal fees;
- Court filing and enforcement costs.
Theft: Failure to return a garment within 14 days of the due date will be treated as theft, and RMW reserves the right to recover up to 120% of the garment's RRP, plus legal costs and income. RMW reserves the right to contact Law Enforcement if required.

15. Collaboration Agreements

Applicability: All garments provided under collaboration, influencer, or gifted arrangements remain subject to these Terms.
Customer Responsibilities: You must;
- Deliver agreed content within the agreed timeframe (if applicable);
- Return garments on time and in original condition;
- Follow RMW care and handling instructions.
Breach Consequences: If you fail to meet obligations, RMW may:
- Invoice you for the garment's full RRP;
- Apply late or damage fees;
- Apply fees for no return of RMW reusable branded packaging
- Withhold eligibility for future partnerships;
- Pursue recovery through debt collection or legal action.

16. Governing Law

These terms and all transactions with RMW are governed by the laws of New Zealand. Any disputes will be resolved exclusively under the New Zealand jurisdiction.

Questions about our terms of service should be sent to us at hello@rent-my-wardrobe.co.nz