Rental Terms and Conditions

Please read these terms and conditions carefully before submitting your order with Sugar Hound. By placing an order, you signify your agreement to these terms.

Last Updated: June 2025. We reserve the right to update these terms and conditions periodically. Please review the latest version on our website before each order.

1. Acceptance of Contract

By confirming your order, you acknowledge and agree to be bound by the terms and conditions outlined herein. These terms form a legally binding contract between you and Sugar Hound. If you do not agree with any part of these terms, please do not proceed with a rental.

Acceptance of your order will occur when we issue a written confirmation, such as a receipt or invoice, at which point a contract is formed between Sugar Hound and you. Until this confirmation, no legally binding agreement exists. You will receive an order confirmation with a unique order reference number, which should be used in all communication regarding your hire.

Our standard rental periods are 3, 7, or 14 days, as specified on our website. Your chosen item(s) will be dispatched to align with your selected rental start date.

We offer the opportunity to try on our rental items before committing to an online payment. This service is available at our Chelmsford studio, or we can arrange a one-day try-on service via post at a daily rate fee. Please contact us via email for further details regarding this service.

2. Shipping and Returns

For delivery rentals, we aim to dispatch your item(s) via a next-day guaranteed service to ensure arrival at least one day prior to your rental start date.

A prepaid return label will be included with your order. It is your responsibility to ensure the rented item(s) are dispatched using this label on your last rental day. This allows for timely cleaning and potential minor repairs before the next scheduled rental.

3. Late Fees

We understand that unforeseen circumstances can arise. However, if a rented item is returned more than two (2) days after the agreed rental end date, a daily late fee will be applied. This fee will be equivalent to 5% of the item's Recommended Retail Price (RRP) per day of lateness. For example, an item with an RRP of £1000 will incur a daily late fee of £50.

4. Deposits

Before your rental period begins you will need to provide card details for us to temporarily keep on file. This serves as a security measure against potential damage beyond minor repair or loss of the rented item. We take great care in curating and maintaining our collection, and we trust that you will treat the items with respect during your rental period. Upon the satisfactory return of the item in its original condition (or with only minor repairs as outlined below), We will not charge you any extra. If a returned item is deemed damaged beyond repair, you will be liable for the cost of repair. In cases of severe damage rendering the item unusable for future rentals, you will be liable for the pre-loved value of the item, less the rental price already paid. This value will be determined at the sole discretion of Sugar Hound and will be between 50% and 80% of the item's RRP.

5. Damages

You are solely responsible for the rented garment(s) from the time of receipt until they are returned to Sugar Hound. You are therefore liable for any loss or damage that occurs during the rental period, regardless of fault.

By accepting the rented item(s), you agree to be responsible for their replacement cost in the event of irreparable damage or loss. In assessing the replacement value, Sugar Hound will consider factors such as the item's current market demand, our ability to procure a replacement, the item's pre-rental condition, and the rental fees already paid by you.

6. Coverage in our Minor Alterations Fee:

The minor alterations fee included in your rental price covers costs associated with repairable damage such as:

• Broken zips
• Faulty clasps and closures
• Loss of a few beads or embellishments
• Minor stain removal

7. Damages and Issues Upon Receipt

Upon receiving your order, please inspect the item(s) immediately for any defects, damage, or discrepancies. Should you find any issues, please contact us without delay. We will make every effort to rectify the situation, which may include arranging an alternative item or issuing a refund if a suitable replacement is not available.

8. Cleaning

The cost of standard professional cleaning is included in the rental price of your item. Please do not attempt to clean the rented item(s) yourself.

9. Returning Your Rental Item

If your rental was facilitated via delivery, you are responsible for ensuring the timely return of the item(s) to our studio address. Items must be received by us no later than two (2) days following the end of your agreed rental period. For postal returns, you must use a signed and tracked service, and the associated postage cost for late returns will be your responsibility.

10. Cancellations

• Cooling-Off Period: You have a 14-day cooling-off period from the date of your order placement during which you may cancel your order and receive a full refund.
• Cancellations Less Than 28 Days: If you cancel your order less than 28 days but more than 48 hours before your scheduled rental start date, you will not be entitled to a refund. However, you will receive a credit note for the full amount paid, less any shipping costs incurred.
• Cancellations Within 48 Hours: For cancellations made within 48 hours of your rental start date, no refund or credit note will be issued.

We trust that you will treat our rental items with the same care and respect you would your own belongings. If you have any queries regarding our rental process, damage policies, or cleaning procedures, please do not hesitate to contact us.

11. Unavailability or Damage Prior to Your Rental Period

In the unlikely event that a rented item becomes unavailable due to loss or irreparable damage before the commencement of your rental period, we will make every effort to notify you as soon as reasonably possible. We will strive to either repair the damage or source a suitable replacement item for your rental. If neither of these options is feasible, we will offer you the choice of:

• Switching to another available outfit from our collection of equal or lesser value (subject to availability and your agreement).
• Receiving a full refund of the rental fee and any associated deposit paid for the unavailable item.

We understand the disappointment this may cause and will do our utmost to find a satisfactory resolution for you.