Damage and Loss Policy

At Tiku Collective, we are dedicated to curating and sharing exquisite vintage and archive fashion, allowing you to experience sartorial history. To preserve the integrity of our unique collection and ensure a fair and transparent experience for all our customers, we have established the following Damage & Loss Policy. By placing an order and renting items from Tiku Collective, you agree to abide by these terms.

1. Condition of Garments Upon Dispatch & Receipt

Pre-Dispatch Inspection: Before every rental, each item undergoes a meticulous multi-point inspection by our team. We professionally clean and steam all garments. The condition of the garment, including any existing wear, inherent vintage imperfections, or alterations, is thoroughly documented with detailed descriptions and high-resolution photographs. This documentation serves as the definitive record of the item's condition prior to dispatch.

Customer Inspection Upon Delivery: Upon receiving your Tiku Collective rental via Quivers, we urge you to inspect the garment immediately and thoroughly. Should you discover any damage or discrepancies not explicitly noted in our pre-dispatch documentation, you must notify Tiku Collective within 24 hours of the recorded delivery time. Please provide clear, dated photographs and a detailed description of the issue to info@tikucollective.com. Failure to report within this timeframe will result in the assumption that the garment was received in the condition documented by Tiku Collective.

2. General Wear & Tear vs. Damage

We understand that our vintage and archive pieces, while robustly cared for, are not new and may exhibit natural signs of age. This policy distinguishes between acceptable "fair wear and tear" and "damage" that will incur charges.

Acceptable Fair Wear & Tear: This encompasses minor, inconspicuous issues that can be remedied through our professional cleaning or specialised repair methods without compromising the garment's structural integrity or aesthetic value. Examples include: - Slight, surface-level marks that are easily removed with professional cleaning (e.g., light dust, faint makeup residue).

- Minor, isolated snags or pulls (not tears) in the fabric.

- The loosening of a single, non-structural button or bead.

- Minor creasing that can be professionally steamed out.

- Slight loosening of stitching on an un-stressed seam that is easily re-secured.

Excluded from Fair Wear & Tear (will incur charges): Any issue that significantly alters the garment's appearance, compromises its wearability, or requires extensive repair or replacement. This includes, but is not limited to:

Tears, rips, holes, or significant runs in the fabric.
Permanent or irremovable stains (e.g., wine, oil, ink, heavy dyes, bleach, excessive fake tan).
Burns, scorch marks, or discolouration due to heat.
Missing, broken, or significantly damaged fastenings (e.g., zippers, hooks, clasps, multiple buttons/beads/sequins).
Significant alterations, cuts, or modifications made by the customer.
Odours caused by smoke, strong perfumes, excessive body odour, or improper storage by the customer.
Damage caused by improper cleaning methods attempted by the customer.
Any damage that requires the garment to be withdrawn from our rental inventory.

3. Damage Assessment & Charges

In the unfortunate event of damage beyond acceptable fair wear and tear, Tiku Collective will thoroughly assess the garment upon its return.

Assessment Process:

Upon the garment's return, our specialist team will conduct a detailed inspection, cross-referencing its condition with our pre-dispatch documentation.
If damage is identified, we will determine the nature and extent of the damage, and whether it can be professionally repaired or restored to an acceptable rental standard.
We will provide you with a comprehensive assessment, including photographic evidence of the damage and a transparent quote for the necessary repair or, if irreparable, the replacement value.

Damage Charges:

Repairable Damage: If the garment can be professionally repaired to a rental-ready standard, you will be charged the direct cost of the repair, including any specialist cleaning required. This charge will be deducted from your security deposit or billed separately if the repair cost exceeds the deposit amount or no deposit was taken.
Irreparable Damage or Significant Devaluation: If the garment is deemed irreparably damaged, significantly devalued, or its unique vintage/archive integrity is compromised, you will be charged the full retail value of the garment. The full retail value is determined by Tiku Collective based on the item's historical significance, rarity, current market value, condition, and original acquisition cost. This charge will be deducted from your security deposit or billed separately. This covers the loss of the item from our unique collection.
Lost Items: If a rented item is not returned to Tiku Collective by the agreed return date, it will be considered lost after a grace period of 7 days, and you will be charged the full retail value of the garment.
Notification and Payment: You will be notified via email of any damage or loss charges within 5 business days of the garment's return to Tiku Collective. An itemised invoice will be provided, and payment will be processed within 7 days of this notification.

4. Security Deposit

A security deposit of £20, or a percentage of 20% (tbc) of the rental value, is suggested for each rental. This deposit is held securely and will be used to cover any damage or loss charges incurred.
*The security deposit will be refunded to your original payment method within 5-7 business days of the garment's return to Tiku Collective, provided no damage or loss charges apply.

5. Care Instructions & Customer Responsibility

Each Tiku Collective rental comes with specific, detailed care instructions tailored to its vintage nature. It is the renter's strict responsibility to adhere to these instructions.
Do NOT attempt to clean or repair the garments yourself. Our vintage and archive pieces require specialised care and cleaning. Unauthorised cleaning or repairs that result in further damage to the garment will incur charges.
Store the garment in the provided garment bag in a cool, dry, and clean environment, away from direct sunlight, moisture, strong odours (e.g., smoke, cooking fumes), and pets.
Exercise extreme caution when wearing the garment. Avoid situations that present a high risk of damage (e.g., prolonged exposure to rain, rough surfaces, crowded environments, wearing with jewellery that may snag, or during activities that involve excessive movement or perspiration).
If you are unsure about any aspect of care or handling, please contact us immediately for guidance.

6. Late Returns

Please refer to our separate Late Return Policy or include details here] for information on charges applied for late returns. Repeated or significant late returns may impact your ability to rent from Tiku Collective in the future.

7. Quivers Delivery Service: Transit Damage & Loss

Secure Packaging: All Tiku Collective items are meticulously and securely packaged to minimise the risk of damage during transit via Quivers.

Reporting Transit Damage or Loss:

If your package arrives visibly damaged, please photograph the package extensively before opening it.
If the garment inside is damaged upon arrival, or if the package is lost in transit, you must notify Tiku Collective within 24 hours of the recorded delivery time by Quivers.
We will require clear photographs of the damaged packaging and the garment (if applicable).
Tiku Collective will manage the claim process directly with Quivers. We will keep you informed and work towards a resolution, which may include a refund or a re-rental, dependent on the circumstances and Quivers' terms of service regarding transit damage/loss.
Important: While we handle transit claims, your responsibility for the garment's care begins the moment it is successfully delivered to your specified address. Any damage incurred after delivery and before its return is subject to our standard damage policy.

8. Disputed Charges

If you wish to dispute any damage or loss charges, you must notify Tiku Collective in writing via email (info@tikucollective.com) within 7 days of receiving the charge notification. Please provide a detailed explanation and any supporting evidence.
Tiku Collective will review your dispute thoroughly and respond within 10 business days. Our decision regarding the charges will be final.

9. Jurisdiction & Governing Law

This policy and all aspects of your rental agreement with Tiku Collective are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with this policy will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Contact Us

For any questions or concerns regarding this policy, please contact us at:

Tiku Collective

info@tikucollective.com