Returns, Refunds & Disputes Policy

Last Updated: 07 July 2026
This page explains how returns, refunds and disputes work on Designerex, and what to do if something goes wrong, whether an item is late, damaged, lost, or never arrives. It should be read together with our full Terms & Conditions.

Once a garment is delivered to you, it's your responsibility until it is scanned and lodged for return. If it's damaged, stained, altered or mishandled while in your care, refunds cannot be issued and cleaning, repair or replacement fees may apply.

These timeframes matter and claims raised outside them generally can't be reviewed:

• The wrong item was shipped (size, colour, type).
• The garment arrives unwearable, through no fault of yours.
• The Lender fails to ship the garment.
• The listing was significantly inaccurate.

• Change of mind, incorrect size, or poor fit.
• Event cancellation.
• Postal or courier delays or not being available to receive the parcel.
• Damage occurring after delivery.
• Normal wear, stains, tears, or unauthorised alterations.

All refund and dispute requests need clear, time-stamped photos before we can review them. Approved refunds take 3–10 business days to appear in your account.

If an item isn't returned by the due date, late fees start from day one — calculated daily or pro-rata, or as a minimum rental period fee. If an item is still not returned 14 days after the due date, it is treated as lost and the full recommended retail price becomes payable.

If you're renting an item and it's lost, stolen, or not returned, you're responsible for the full recommended retail (replacement) price shown to you before booking. We'll always try to resolve this fairly and will ask for your side of the story before making a final call — but claims raised more than 14 days after the due date generally can't be opened, and the standard outcome will apply.

If an item comes back damaged, here's what happens. First, the standard clean included in every rental is carried out — damage is never assumed before this step. Once a damage report is opened as a formal claim, all further communication moves to email or the Designerex platform (not social media), so there's a clear, reliable record for everyone.

If marks remain after the standard clean, a specialised clean may be recommended. This always needs Designerex's sign-off before it goes ahead — and for costlier treatments, we may ask for a second independent opinion first. We'll never decide who's liable for anything before the cleaning has actually been completed, and you'll always have a chance to have your say.

A contested damage claim typically takes 2–3 weeks from report to outcome once cleaning, reports and any second opinion are factored in — we know that's longer than you'd like, and we'll keep you updated at each stage.

Lenders are required to dispatch within 3 business days. If your item never arrives, let us know within 24 hours of the expected delivery date so we can look into it.

If fees for late return, damage, or a lost/stolen item go unpaid, we may refer the outstanding balance to a debt collection agency. Collection costs — which may be up to 30% or more of the outstanding amount — will be added to the total payable by the Renter, as set out in our Terms & Conditions.

• Step 1: Renters and Lenders should first contact each other directly, in good faith, to try to sort things out.
• Step 2: If that doesn't resolve it, either party should contact us within 48 hours of the dispute arising.
• Step 3: We'll review all the evidence and make a final decision, which is binding on both parties.

support@designerex.com.au — or reach out via our Contact page. Please get in touch as soon as possible if you experience any issues, as reporting windows apply.