Accidental Damage Protection

Accidents can happen. To protect you, we offer optional Accidental Damage Protection ("protection") at checkout for a fee.

If you accidentally cause significant damage to a garment you've rented, you may be liable for repair or replacement fees, per our Terms and Conditions, which must be accepted to complete an order on our website.

But you can protect yourself by taking up the option of Accidental Damage Protection. If your order is eligible for it, it'll appear as a tickbox option on the shopping cart.

This will help you avoid any unexpected large bills that may come because of a simple mishap. The protection covers a maximum of $100 in repairs or replacement fees.

Accidental Damage Protection is only offered when you are renting clothing items. If you choose to pay for the protection, it will only cover the clothing items in your order(s). Other items such headwear aren't covered.

COST
The price of the Accidental Damage Protection is $12.95, which is why there's also a maximum for the amount that's covered by the protection ($100).


INCLUSIONS & EXCLUSIONS
Accidental Damage Protection only covers clothing items. This includes: dresses, gowns, sets, skirts, tops, jumpsuits, playsuits, pants, jackets and coats.

Protection isn't offered for, and doesn't cover: bags, clutches, headwear, hats, belts or any kind of jewellery.

The protection is for accidental damage only. This primarily includes:

Bad staining that can't be remedied by dry-cleaning and/or spot cleaning;
An accidental tear or rip;
Large jewels or other pieces that have detached;
The following is excluded:

Items which are lost or stolen after the time they were delivered to you;
Returns which are lost in the post / lost in transit, where there is no evidence that the return was posted, in the form of online updates on the return tracking number, or a copy of an Australia Post lodgement receipt (note that if this evidence exists, you won't be held liable);
Damage caused deliberately;
Damage caused by clear recklessness or carelessness;

CLAIM PROCESS
Most minor stains, small tears and pulls don't require any further action. Just make us aware of damage prior to returning the items.

If you've caused significant damage, then please contact us via email info@theluxecloset.com.au

Please take some detailed photos of the item as these may be requested.

DO NOT attempt to wash, dry-clean, stitch, glue, or perform any other cleaning, repairs or mending on the item. Please just return the item as is, using the supplied prepaid return post satchel. If any pieces have detached (e.g. fabric, jewels, etc.), then they should be included within the return parcel.

We will have the garment properly assessed before determining whether your protection needs to be utilised.

If you've not notified us of the significant damage caused, but it is noticed upon return, we will initiate the process from our end. You'll be asked to verify that you caused the damage. Even though the protection may cover the entire cost of repair or replacement, we require your co-operation and honesty so that the process can run smoothly. If you fail to acknowledge the damage or to provide an explanation of how it was caused, then you may not be covered.


$100 MAXIMUM COVERED
The protection covers up to a maximum of $100 in repair or replacement fees per order.

If the amount determined for repair or replacement is less than the $100 maximum, then the protection will cover the cost in full and there'll be nothing more for you to pay. If it's greater than $100, then you'll need to pay the difference.

Note that if you are booking multiple items, the checkout process on The Luxe Closet may result in the creation of multiple orders with different order numbers. Each "package" shown on the Shopping Cart page will result in a separate order once checkout is complete. If Accidental Damage Protection is paid for during that checkout process, it will cover all clothing items in each of those orders. Each order will have its own separate $100 maximum cover.

If multiple items within an order are damaged and require repair or replacement, the maximum that will be covered is $100 in total. It is not $100 for each item.

If your order includes a complimentary allowance for damage protection, then this will be added to the $100 to create a new maximum. If any complimentary protection applies to the items you are booking, it will be shown on the product detail page, as well as on the Shopping Bag page.

OTHER TERMS & CONDITIONS
DAMAGE MUST BE ACCIDENTAL
If you've taken up the option of Accidental Damage Protection, you're still expected to take proper precaution and care of the items you've rented.

If there is any evidence that the damage caused to an item was in any way deliberate, or that you were extremely careless in causing the damage, the protection will be void and won't cover repair or replacement fees. You would still be liable for these fees.

SIGNIFICANT DAMAGE ON ARRIVAL
If an item has significant damage upon arrival to you, you must let us know as soon as possible, even if you still intend to wear it to your event.

If you fail to do this, it won't be clear when or by whom the damage was caused, and it may be assumed that it was caused by you. We also strongly suggest you take timestamped photos early in your rental period, and prior to the item being worn. If needed, these may be requested as further evidence that the damage was there prior to you wearing the item.

ALL ITEMS MUST BE RETURNED
Even when an item has been clearly damaged beyond repair, it must still be returned by the return date for your booking.

If you don't return the item, it will be deemed lost or stolen and Accidental Damage Protection will not apply (see "Exclusions" above).

The return allows us to assess the level of damage. You might be surprised at what's possible when it comes to stain removal or repairs. A return is also required as proof that you are not just using the protection as a way to keep an item you like, but can't purchase elsewhere.

REFUND OF ACCIDENTAL DAMAGE PROTECTION
The Luxe Closet will refund you the full amount of protection paid if:

You cancel your order prior to dispatch, in accordance with our cancellation policy;
Your order can't be fulfilled for any reason;
You are entitled to a full refund of your order, for any other reason, per our Rental Agreement and Returns & Refunds policy;
You'll also be refunded for the Accidental Damage Protection if you are approved for a credit note for returning an item unworn. If your order isn't eligible for this, as it didn't meet the criteria for a return, you won't be refunded for the protection.

CHANGE OF MIND
If you've paid for Accidental Damage Protection, you aren't able to change your mind at a later date. Unless the order is cancelled entirely, the amount paid for protection can't be refunded.

If you've already placed an order but you forgot to add Accidental Damage Protection, we can still add it for you if you pay the appropriate fee. Get in touch with us info@theluxecloset.com.au. We'll let you know how much it is and ask for your approval to charge your card to add it.

If you have any other questions about our Accidental Damage Protection, please contact us info@theluxecloset.com.au