Refund Policy

1. Overview

This Refund Policy explains when and how refunds are issued on Close Friends, for both rentals and purchases. It should be read together with our Terms of Service and Shipping Policy.

2. Rentals — Fit Returns

If a rented item doesn't fit or isn't what you expected, you have two options:

To qualify for either option, the item must be returned unworn, in the condition you received it, and with any original packaging that was included. Once the item is collected and confirmed unworn:

• The rental price is refunded
• The cleaning fee, where charged, is refunded
• The delivery fee is not refunded
• Damage Protection, if purchased, is refunded under the 4-Hour Return Window but is non-refundable under the 24-Hour Fit Guarantee

If an order is cancelled after the courier has already collected the item from the Lender, the return courier fee still applies.

3. Rental Cancellations

If you need to cancel a confirmed rental:

• More than 10 days before the rental start date — full refund.
• Between 10 days and 48 hours before the rental start date — a 30% cancellation fee applies.
• Within 48 hours of the rental start date — non-refundable.

For rentals booked within 48 hours of the start date: cancelling within 4 hours of booking is fully refundable; after 4 hours, the booking is non-refundable.

If a Lender cancels a confirmed rental, you will receive a full refund and the Lender will not be paid out for that booking.

4. Multi-Item Orders

If your order includes several items and you return one item from the bundle, the rental price and cleaning fee for that item are refunded, but the delivery fee remains non-refundable, and any Damage Protection on that item follows the rules in Section 2. If you return a full bundle, the same rules apply across all items in the order.

5. Item Not as Described or Arrives Damaged

If your item arrives in poor condition or significantly different from its listing, do not wear it. Report it through "Report an Issue" in the app with photos, and our team will review your case. Depending on the outcome, you may receive a full refund, partial refund, or a replacement item.

"Significantly not as described" means a meaningful difference between the listing and the item received — for example, undisclosed damage or stains, a noticeably different colour or style, or missing components like straps or authenticity cards. Minor differences caused by photography or screen settings do not qualify.

Close Friends reviews listings for brand eligibility and, where required, authenticity, but we do not physically inspect every item before it is dispatched. Lenders and Sellers are responsible for accurately describing and photographing the true condition of their item.

6. Delayed or Non-Arriving Rentals

If your rental does not arrive on time, you may choose to extend your rental, receive a partial refund for the days missed, receive a full refund, or request a replacement, depending on availability.

7. Purchases

Because buying transfers full ownership of a pre-loved item, purchases are final sale once delivered, except where the item arrives damaged, is significantly not as described, or fails authentication. In these cases, contact our team and we will review your case for a refund, partial refund, or replacement. Certain listings may also be marked as final sale by Close Friends or the Seller; this will always be made clear before checkout.

8. How Refunds Are Issued

Approved refunds are returned to your original payment method, usually within 5 business days of approval, though your bank or card provider may take additional time to post the funds. If significantly more time has passed since your refund was approved, please contact our team. Where a rental request is declined, expires, or is cancelled before acceptance, any temporary card authorization is automatically released rather than refunded, since you were never charged.

9. Non-Refundable Amounts

The following are never refundable: delivery fees, and Damage Protection once it has been used under the 24-Hour Fit Guarantee or where a valid claim has been paid out.

10. Contact

For any question about a refund, contact our team through the Help section of the app or via WhatsApp.