Return Policy

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1. Overview

This Return Policy outlines the terms and conditions for cancellations, refunds, and returns of rental items from Phroxxendhim. As a rental service, our return procedures differ from traditional retail purchases. Please read this policy carefully before making a booking.

2. Cancellation Policy

You may cancel your rental booking at any time before the scheduled delivery date. The following cancellation terms apply:

2.1 Cancellations More Than 14 Days Before Event

If you cancel your booking more than 14 days before the scheduled event date, you will receive a full refund of any payments made, minus a 10% administrative fee. The administrative fee covers processing costs and reserved inventory allocation.

2.2 Cancellations Within 14 Days of Event

If you cancel your booking within 14 days but more than 48 hours before the scheduled delivery, your deposit (50% of the total rental fee) will be forfeited. Any balance paid beyond the deposit will be refunded in full.

2.3 Cancellations Within 48 Hours of Delivery

Cancellations made within 48 hours of the scheduled delivery time are not eligible for refunds. At this point, items have been reserved, prepared, and delivery logistics have been arranged. The full rental fee will be retained.

2.4 How to Cancel

To cancel a booking, please contact us by phone at +61 3 7009 5733 or email at help@phroxxendhim.world. Cancellations must be confirmed in writing (email) to be processed. Refunds will be processed to the original payment method within 5-10 business days.

3. Item Returns

As a rental service, items are not purchased but rented for a specified period. The following applies to item returns:

3.1 Standard Return Process

We provide pickup service for all rental items. You are not required to return items yourself. Our team will collect all items at the agreed pickup time. No cleaning or packing is required on your part.

3.2 Early Returns

If you wish to return items before the agreed rental period ends, please contact us at least 24 hours in advance to arrange early pickup. Early returns do not entitle you to a partial refund unless otherwise agreed in writing.

3.3 Late Returns

Items must be available for pickup at the agreed time. Late returns or failure to make items available for pickup may result in additional rental charges. Extended rental fees will be calculated on a daily basis at 20% of the original rental fee per day.

3.4 Condition of Returned Items

Items are expected to be returned in the same condition as received, allowing for normal wear and tear. Normal wear includes minor scuffs, light stains that can be removed through standard cleaning, and expected signs of use appropriate for the rental period.

4. Damage and Loss

Customers are responsible for rental items during the rental period. The following applies to damaged or lost items:

4.1 Damage Assessment

All items are inspected before delivery and after pickup. Any damage beyond normal wear and tear will be assessed, and repair or replacement costs will be charged at current market value. We will provide a detailed assessment and invoice for any damage charges.

4.2 Lost or Stolen Items

If items are lost or stolen during the rental period, you will be charged the full replacement value of the item(s). We recommend ensuring adequate security for rental items at your venue.

4.3 Damage Disputes

If you dispute a damage assessment, please contact us within 7 days of pickup. We will review the assessment and may request additional documentation or photos. We aim to resolve disputes fairly and transparently.

5. Refund Policy

Refunds are processed according to our cancellation policy outlined above. The following additional terms apply:

5.1 Refund Processing Time

Refunds will be processed to the original payment method within 5-10 business days after cancellation is confirmed. Processing times may vary depending on your financial institution.

5.2 Non-Refundable Items

The following are non-refundable:

5.3 Service Issues

If you experience issues with our service, such as incorrect items delivered, items not delivered on time, or items in unsatisfactory condition, please contact us immediately. We will work to resolve the issue promptly. Refunds or credits may be provided at our discretion for significant service failures.

6. Weather and Force Majeure

In the event of severe weather, natural disasters, or other circumstances beyond our control that prevent delivery or require early pickup, we will work with you to reschedule or provide appropriate accommodations. Refunds may be available for events that cannot be rescheduled, subject to individual circumstances.

7. Change Requests

You may request changes to your booking, such as adding or removing items, changing delivery dates, or modifying package selections. Change requests are subject to availability and may incur additional charges or require payment adjustments. Please contact us as soon as possible to discuss changes to your booking.

8. Australian Consumer Law

This policy does not affect your rights under the Australian Consumer Law. You are entitled to remedies for goods or services that fail to meet consumer guarantees, including refunds, repairs, or replacements where applicable.

9. Contact Information

For questions about returns, cancellations, or refunds, please contact us:

Phroxxendhim
61 Enterprise Dr, Bundoora VIC 3083, Australia
Phone: +61 3 7009 5733
Email: help@phroxxendhim.world

Our customer service team is available Monday through Friday, 9:00 AM to 5:30 PM, and Saturday, 10:00 AM to 3:00 PM (Australian Eastern Standard Time).