Return Policy

Last updated: December 2025

Overview

Calmzyglow provides decor rental services for events. This Return Policy applies to all bookings and rental agreements. By making a booking with us, you agree to the terms outlined in this policy, as well as our Terms of Use.

Booking Cancellations

We understand that plans can change. Our cancellation policy is designed to be fair to both parties:

• More than 14 days before event: Full refund of deposit, minus a 10% administrative fee
• 7-14 days before event: 50% refund of deposit
• Less than 7 days before event: No refund of deposit, but we may offer credit for future bookings (at our discretion)
• Same-day cancellations: No refund or credit available

To cancel a booking, please contact us as soon as possible via phone or email. Cancellation requests must be confirmed in writing by our team.

Refund Policy

Refunds will be processed using the same payment method used for the original transaction. Processing times may vary:

• Credit card refunds: 5-10 business days
• Bank transfer refunds: 3-5 business days
• Refunds for deposits paid more than 30 days ago may require additional verification

All refunds are subject to the cancellation terms outlined above. Once items have been delivered, no refunds will be provided except in cases of our error or item unavailability.

Item Returns

As a rental service, items are expected to be returned after your event. Our standard service includes collection of all rental items:

• Collection Schedule: We will collect items within 24 hours after your event end time, unless alternative arrangements are agreed upon in writing
• Return Condition: Items must be returned in the same condition as received, allowing for normal wear and tear
• Client Responsibilities: You are responsible for ensuring items are accessible for collection and protected from weather or damage until collection
• Late Returns: If items are not available for collection at the agreed time, additional fees may apply

Damage and Loss

Normal wear and tear is expected and included in the rental fee. However, significant damage or loss will incur charges:

• Minor Damage: Scratches, scuffs, or stains that can be cleaned or repaired are considered normal wear
• Significant Damage: Damage that requires professional repair or replacement will be charged at cost plus a 20% administrative fee
• Loss or Theft: Lost or stolen items will be charged at replacement value
• Damage Assessment: All items are inspected before and after rental. We will provide a detailed report and invoice for any charges

We recommend purchasing our optional damage waiver for complete peace of mind. Contact us for details.

Item Unavailability

In the rare event that a booked item becomes unavailable due to damage, loss, or other circumstances beyond our control:

• We will notify you immediately upon becoming aware of the issue
• We will offer a suitable replacement item of equal or greater value at no additional cost
• If no suitable replacement is available, you may cancel and receive a full refund
• We will make every effort to find alternative solutions to ensure your event proceeds as planned

Change of Mind

If you wish to change your booking after confirmation:

• Item Substitutions: Subject to availability, you may substitute items up to 7 days before your event at no additional charge
• Date Changes: Date changes are subject to availability and may incur a $50 rescheduling fee if requested less than 14 days before the original event date
• Quantity Changes: Adding items is subject to availability. Removing items follows the cancellation policy above

All changes must be confirmed in writing by our team.

Force Majeure

We are not liable for cancellations or delays due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, extreme weather, or acts of God
• Government restrictions, lockdowns, or public health emergencies
• Transportation disruptions or accidents
• Labor strikes or industrial action
• War, terrorism, or civil unrest

In such cases, we will work with you to find alternative solutions, including rescheduling or partial refunds where appropriate.

Australian Consumer Law

Nothing in this Return Policy limits your rights under the Australian Consumer Law. You are entitled to:

• Services that are provided with due care and skill
• Services that are fit for purpose
• Services that match their description
• Remedies if services fail to meet consumer guarantees

If you believe we have not met our obligations under Australian Consumer Law, please contact us to discuss your concerns.

Dispute Resolution

If you have a concern about a refund, return, or damage charge:

1. Contact us immediately to discuss the issue
2. We will investigate and respond within 5 business days
3. If you are not satisfied with our response, you may request a review by our management team
4. For unresolved disputes, you may contact the relevant consumer protection authority in your state or territory

Contact Information

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

Calmzyglow
66 Barrie Rd, Tullamarine VIC 3043, Australia
Phone: +61 403 629 777
Email: help@calmzyglow.world

Please include your booking reference number in all communications for faster processing.

Policy Updates

We reserve the right to update this Return Policy from time to time. Changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically. Your continued use of our services after changes constitutes acceptance of the updated policy.