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Borrower Refund Policy

If a Borrower who books and pays for an Item and then experiences a ‘Renting Issue’, the Borrower may be eligible for a refund.  At The Voltes discretion, we may provide the Borrower with either a full or partial refund excluding any shipping costs, administration fees and processing fees.


A Renting Issue may fall into the below five (but not limited to) categories:


  1. The Lender cancels a reservation 24 hours or less before the scheduled arrival of the Item, or fails to fulfill the item to the Borrower.
  2. The description of the Item in the Listing on The Volte is materially different from the actual Item received by the Borrower  Lenders are required to ensure that the Items they fulfill to Borrowers are consistent with the description they provide on the marketplace.The Volte reminds Borrowers that Items are generally pre-worn and are not rented on an as-new basis. Some minor wear and tear may not be listed in the description but can not be used as a basis to provide a refund under this policy.
  3. When the Borrower receives their fulfilled order, the Item: (i) is not generally clean and sanitary or (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Borrower’s use of the Item.  
  4. Item is delivered late and did not arrive in time for the Borrower to use for their intended date. This will be evaluated on a case by case basis, if the Borrower did not book the item early enough to allow for any shipping delays, then this is not the fault of the Lender.  
  5. If a lender missed sending the item on the required shipping date and/or did not use express post, and the item was received within/after the rental date, the Borrower will be given a full refund.

In all instances, to submit a valid claim for a refund, a Borrower is required to


  1. Bring the Renting Issue to our attention within 10 hours after receipt of the item.
  2. Return the item to the Lender by the next business day when it has been determined that the Rental Issue exists.  (Note: Australia Post tracking is important as this will be the proof to show how and when the order is shipped to the borrower)In the event of late delivery of an item, and you are not available to receive the item due to attending an event, holiday or similar, please provide evidence to us of this so that we can apply additional consideration to your scenario.  
  3. Return the dress unworn
  4. Include photographs or other evidence where possible that the Rental Issue exists
  5. Respond to our requests for information or cooperation
  6. Have not have directly or indirectly caused the Renting Issue 
  7. To have used reasonable efforts to try to remedy the circumstances of the Renting Issue with the Lender prior to making a claim for a Renting Issue.