Return Policy

Last updated: April 08, 2026

This Returns Policy explains how garment returns are handled on Runway Relay, including return timelines, courier coordination, customer responsibilities, and procedures for delayed or unsuccessful returns.

By renting through Runway Relay, you agree to follow the return procedures outlined below.

1. Return Date

Each rental includes a scheduled return date shown at checkout and in your order confirmation.

Items must be returned on or before the confirmed return date.

Late returns may result in additional charges as outlined in the Rental Policy.

2. Return Method

Runway Relay coordinates garment returns through approved courier collection or scheduled pickup instructions.

Customers must:

prepare the garment for return
place items in the provided packaging (where applicable)
ensure availability during the pickup window
follow the return instructions shared with the order confirmation

Return instructions may vary depending on location and item category.

3. Packaging Requirements

Garments must be returned:

in the provided garment bag where applicable
with all included accessories
with original components such as belts, covers, or attachments

Missing packaging or components may result in additional charges.

4. Courier Pickup Responsibility

Customers are responsible for ensuring availability during the scheduled pickup window.

If the courier is unable to collect the item due to customer unavailability:

Runway Relay may reschedule the pickup and apply additional service fees if required.

Late return charges may also apply if the return timeline is affected.

5. Early Returns

Customers may return items earlier than the scheduled return date.

However, early returns do not change the rental fee and are not eligible for partial refunds unless otherwise stated.

6. Late Returns

If an item is returned after the scheduled return date:

Runway Relay may charge:

daily late return fees
additional recovery costs if future bookings are affected

Repeated late returns may lead to account restrictions.

7. Failed Return Attempts

If return collection fails due to:

incorrect address details
customer unavailability
refusal to hand over the garment
missing packaging preparation

the return will be considered delayed and additional charges may apply.

8. Incorrect Item Received

If a customer receives the wrong item:

They must contact Runway Relay Support immediately at:

📩 hello@runwayrelay.net

Runway Relay will arrange:

replacement delivery where possible, or
return coordination and refund processing

Customers must not wear incorrect items received.

9. Items Returned in Unsuitable Condition

Returned garments undergo inspection.

If items are returned:

excessively soiled
altered
damaged beyond normal wear
missing components

additional charges may apply as outlined in the Damage & Loss Policy.

10. Responsibility Transfer

Customer responsibility for the garment continues until successful return handover to the courier partner.

Responsibility transfers back to Runway Relay only after confirmed pickup.

11. Non-Return Situations

If a garment is not returned:

Runway Relay reserves the right to charge the replacement value of the item.

Accounts with unresolved non-return cases may be restricted or suspended.

12. Failed Return Grace Period and Escalation

a. Where courier collection of a garment fails on the scheduled return date whether due to customer unavailability, courier error, or address issues Runway Relay will contact the customer within twenty-four (24) hours to arrange an alternative collection appointment.

b. A grace period of forty-eight (48) hours from the original return date is provided for rescheduling. Late return charges will apply for each day the garment remains with the customer beyond the original return date, in accordance with the Rental Policy and Damage & Loss Policy.

c. If the garment has not been collected within five (5) calendar days of the original return date, despite Runway Relay's reasonable efforts to coordinate collection, the matter will be escalated to non-return status. Non-return charges, including the replacement value of the garment, may be applied as set out in the Damage & Loss Policy.

13. Courier Collection Confirmation

a. Upon successful collection of a returned garment by the courier, a digital collection confirmation will be generated and sent to the customer's registered email address. This confirmation serves as the customer's record that responsibility for the garment has transferred back to Runway Relay.

b. If a customer believes a garment was handed over to the courier but has not received a collection confirmation, the customer must notify Runway Relay Support at hello@runwayrelay.net within twenty-four (24) hours of the scheduled pickup time. Runway Relay will investigate with the courier partner and respond within two (2) business days.

14. Early Return/Disclosure Requirement

a. Customers who return garments before the confirmed rental end date are not entitled to a partial refund of the rental fee for the unused rental period, unless Runway Relay has expressly confirmed otherwise in writing at the time of booking. This condition is disclosed at checkout and forms part of the rental agreement accepted by the customer upon payment.

15. Support Assistance

Customers needing assistance with returns may contact: