Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the Relook platform operated by Serena Apparel Pty Ltd trading as Relook (“Relook”, “we”, “us”). By creating an account or using the platform, you agree to be bound by these Terms. If you do not agree, do not use the platform. These Terms are governed by the laws of New South Wales, Australia.

To use Relook, you must:

• Be at least 18 years of age
• Be an Australian resident or have an Australian delivery address
• Provide accurate and truthful information during registration
• Complete identity verification where required (sellers and renters)
• Have the legal capacity to enter into binding contracts under Australian law

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activity that occurs under your account
• Notifying us immediately of any unauthorised access
• Ensuring your account information remains accurate and up to date

We reserve the right to suspend or terminate accounts that violate these Terms, engage in fraudulent activity, or are found to have provided false information during registration.

As a seller on Relook, you agree to:

• List only items you own and have the right to sell or rent
• Provide accurate descriptions, photos, sizing, and condition grading for all listings
• Disclose all known flaws, damage, or alterations honestly
• Dispatch sold items within 2 business days of purchase confirmation
• Use Relook's auto-generated Australia Post labels for all deliveries
• Not list counterfeit, stolen, or prohibited items (see Prohibited items)
• Respond promptly to buyer communications and dispute notifications
• Approve or decline rental requests within 24 hours

Failure to dispatch within 2 business days will result in automatic order cancellation and full refund to the buyer.

As a buyer, you agree to:

• Pay for items promptly at checkout
• Confirm receipt or raise disputes within 72 hours of delivery confirmation
• Only raise disputes for legitimate reasons (item not received, significantly not as described)
• Not raise disputes for change-of-mind returns or sizing issues where sizing was accurately listed
• Return rental items in the same condition as received, within the agreed rental period
• Not damage, alter, or sub-let rented items

Relook charges a platform fee of 10% of the transaction value (minimum $10 AUD) on all completed sales and rentals. This fee is deducted from the seller's payout. There are no listing fees or subscription charges. Fees are subject to change with 30 days' notice to existing users. The platform fee is non-refundable in cases where the seller is found at fault in a dispute.

All payments are processed through Stripe. Buyer payments are held in escrow and released to sellers within 72 hours of confirmed delivery. For rentals, payouts are released within 72 hours of confirmed return (assuming no damage dispute). Relook is not a bank and does not hold funds beyond the escrow period. Payouts require a valid linked Australian bank account.

The following items may not be listed on Relook:

• Counterfeit, replica, or misrepresented branded goods
• Stolen items or items obtained through fraud
• Items that infringe intellectual property rights
• Items regulated or prohibited under Australian law
• Non-fashion items (Relook is a fashion-only marketplace)
• Undergarments, swimwear, or intimate apparel that has been worn
• Items with undisclosed biological contamination or hazardous materials

Listing prohibited items will result in immediate removal of the listing and may result in account suspension. We reserve the right to report illegal activity to relevant authorities.

Relook provides a dispute resolution service for transactions conducted on the platform. Disputes must be raised within 72 hours of confirmed delivery (for purchases) or confirmed return (for rentals). Our team will review submitted evidence and make a binding determination within 3 business days. Both parties will be given the opportunity to submit evidence and respond to claims.

Relook's dispute determination is final within the platform. Nothing in these Terms prevents users from seeking remedies through the Australian Consumer Law, the relevant state fair trading act, or the courts.

For rental transactions, the following additional terms apply:

• Renters must complete identity verification before making rental requests
• Security bonds are authorised (not charged) at checkout and held for the rental period plus 72 hours
• Bonds are captured if the seller raises and wins a damage dispute within the 72-hour window
• Renters must return items in the same condition as received, accounting for reasonable wear during the rental period
• Sellers may decline any rental request without providing a reason
• Late returns may incur additional daily charges at the listed daily rate

Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded. Where the Australian Consumer Law applies, our liability is limited to resupply of the service or refund of the price paid, at our election.

To the maximum extent permitted by Australian law, Relook is not liable for any indirect, incidental, special, or consequential damages arising from your use of the platform, including but not limited to loss of profits, data, or goodwill. Our total liability to you in any calendar year shall not exceed the total fees you have paid to Relook in that year.

We may update these Terms from time to time. Material changes will be notified by email or in-app notification with at least 14 days' notice. Continued use of the platform after the effective date of changes constitutes your acceptance of the updated Terms.

These Terms are governed by the laws of New South Wales, Australia. Any disputes arising from these Terms or your use of the platform are subject to the exclusive jurisdiction of the courts of New South Wales, Australia.

For questions about these Terms, contact us at legal@relook.au or via our contact page.