Not sure what to rent? Come try on with us in store!

Don't know what size or style you want? Use our backup dress service

Don't know what size or style you want? Use our backup dress service!

Skip to content
0
0

TrenLend Terms of Service

Effective Date: July 1, 2025

By visiting our site and/or renting from TrenLend, you engage in our "Service" and agree to be bound by the following Terms of Service ("Terms"). These include the policies below, as well as those referenced by hyperlink or embedded within our website. These Terms apply to all users of the site, including browsers, vendors, customers, and content contributors.

Please read these Terms of Service carefully. If you do not agree, you may not access the website or use our services. Any new features or tools added will also be subject to these Terms.

Security Authorization

To complete a rental with TrenLend, you are required to securely store a valid payment method at checkout. By submitting your order, you authorize us to charge the card on file for any applicable fees associated with your rental. These may include, but are not limited to: late return fees, damage charges, shipping costs, and any other charges explicitly agreed upon by the customer.

Your payment method is securely stored using Shopify’s checkout infrastructure and processed through PCI-compliant third-party payment providers. TrenLend does not store your full credit card information on our own servers.

By renting from TrenLend, you consent to this stored payment authorization and agree that future charges may be automatically processed in accordance with our policies.

Storing a valid card on file is required to complete any rental. TrenLend reserves the right to cancel or refuse a rental if a payment method is not submitted and verified within the required timeframe.

Pickup & Dropoff

Your rental will be prepared and ready for pickup on the first day of your rental period. If you’re unable to pick it up by closing time, it will remain available for pickup the following day.

Pickup notifications are sent as a courtesy to let you know your rental is ready. However, even if a notification has not been received, your order will still be prepared and available when the store opens on the first day of your rental. If, for any reason, your rental is not ready at opening, we will notify you of the delay promptly.

If a pickup notification is not sent, the order is still considered ready and eligible for pickup. It is the customer’s responsibility to inquire about the status of their order. Orders are not eligible for refunds due to a missed pickup notification.

When you arrive, please let our staff know you’re here to pick up a rental and provide the name on the order.

Please note: All garments are steamed before being folded and packed into our TrenLend rental bags. As a result, some wrinkles may occur. By renting with us, you acknowledge that items may arrive with minor wrinkles. If a sales associate is available, they can re-steam the garment and leave it hanging upon request.

Return Instructions

In-Store Returns

For your convenience, we have drop boxes located outside both of our storefronts for easy, anytime returns, even after hours.

  • Rentals must be dropped off in-store during business hours or placed in the drop box by the end of the final day of your rental period.

  • Even if the store is closed, you are still expected to return your item via the drop box on the final day to avoid late fees.

  • Please securely place all items in the provided garment bag before returning.

If an item is not returned by the end of Day 5 after the rental period and we have not received communication from you, TrenLend reserves the right to charge the remaining balance up to 100% of the item’s retail value. Please refer to the late fee section for more information on this.

Shipment Returns

If your rental was shipped to you, please follow these steps carefully to avoid delays or late fees:

  • Rentals must be shipped back on the final day of your rental period.

  • If your rental ends on a Saturday, Sunday, or holiday, you may return it on the next available business day without penalty.

  • Your package includes a return label and shipping envelope. Please use only the provided packaging to return your rental.

  • Do NOT return the item in the clear insert bag or any unsafe/unpadded bag, this may result in damage and additional fees.

If an item is not scanned in at USPS (postal service) by the end of Day 5 after the rental period and we have not received communication from you, TrenLend reserves the right to charge the remaining balance up to 100% of the item’s retail value. Please refer to the late fee section for more information on this.

Shipping

TrenLend offers shipping to all 50 U.S. states. At this time, we do not offer shipping to U.S. territories or international addresses.

If you choose shipping at checkout:

  • You are responsible for paying both the shipping and return label fees.
  • Your rental will be scheduled to arrive on the first day of your rental period.
  • You are expected to return the rental on the final day of your rental period, unless it falls on a weekend or holiday, in which case you may return it on the next business day.

The return shipping label and parcel will be included in your original shipment. Please use the provided materials to return your item safely.

Missed Deliveries & UPS Delays

We do our best to ensure that all rentals arrive on time; however, occasional external circumstances, such as UPS delays, weather, or carrier disruptions, may affect delivery timing.

If your package is delivered late due to UPS or any external factors, you may be eligible for a partial or full refund. These situations will be evaluated on a case-by-case basis to ensure fairness while accounting for circumstances outside of TrenLend’s control.

Tracking Responsibility

Customers are responsible for tracking their packages. To be eligible for assistance, any delivery issues must be reported to TrenLend within 12 hours of the listed delivery time.

Cancellations

  • Cancellations made 30 or more days before the start of your rental are eligible for a full refund to your original payment method.

  • Cancellations made at least 14 days (2 weeks) before the start of your rental are eligible for store credit only.

  • Cancellations made less than 14 days before the rental start date are not eligible for a refund or store credit.

Exchanges

Exchanges may be requested at least 2 weeks prior to your rental period. We cannot guarantee availability or accommodate exchange requests made after that window.

To request an exchange, email contact@trenlend.com with your name, order number, and the style name and size you'd like instead.

Cleaning & Damage Policy

We want you to feel comfortable and confident when renting from TrenLend. That's why:

  • All cleaning and minor damage repairs (like loose threads, small stains, or zipper issues) are handled by our team at no charge to you.
  • Do not attempt to clean the dress yourself, as this may cause irreversible damage and result in charges.

However, you may be held responsible if:

  • The item is returned with damage or stains that render it unrentable.
  • The item sustains permanent damage (e.g., red wine stains, cigarette burns, tearing in visible or critical areas).

TrenLend reserves the right to determine if a garment is considered unrentable after it is returned. While there is no strict formula for this determination, common examples of unrentable damage include:

  • Permanent stains (e.g., oil, ink, paint, etc)

  • Unfixable cosmetic issues (e.g., excessive pilling, tearing)

  • Missing pieces that are essential to the garment (e.g., belts, detachable straps, scarves, etc)
  • Fire or element damage We highly recommend staying away from fire sparklers, candles, etc

In these cases, you will be charged 50% of the item’s retail value, billed to the card on file in accordance with our Stored Payment Authorization policy. 

Item Doesn’t Fit or Isn’t Worn

We do not offer refunds for items that don’t fit or go unworn. Our size charts are brand-provided guides and may vary slightly.

Try-Ons: We strongly encourage local customers (Cary/Raleigh, NC) to use our in-store try-on service.
Shipped Rentals: We recommend adding a backup dress to your order for peace of mind.

If a backup dress is not returned, or if both dresses are worn and returned with signs of wear, TrenLend reserves the right to charge for the second item or withhold future store credit eligibility.

Item Arrives Damaged

We inspect every item prior to shipment. If your rental arrives damaged or unclean, contact us within 12 hours of delivery.

Photo Evidence Required: Send photos and your order number to contact@trenlend.com within 12 hours of receipt.

Please note: All TrenLend rentals are pre-worn. Minor imperfections such as loose threads, pilling, or small fabric snags are considered normal wear and do not qualify for a refund. Refunds are only issued for issues that significantly affect wearability (e.g., major tears or stains, broken zippers).

If a refund is approved, the dress must be returned within 48 hours.

Late Fees, Loss, & Alteration Policy

To maintain the quality and availability of our rental inventory, TrenLend enforces the following policies regarding late returns, lost items, and unauthorized alterations:

Late Return Fee Schedule

Days Late

1

2

3

4

5

Daily Late Fee

$25

$25

$25

$25

$25

Total Accumulated

$25

$50

$75

$100

$125

  • Late fees are charged at $25 per day for up to 5 days, regardless of when the item’s full retail value is reached.
  • Fees will be charged for all five days, even if the retail value is met before Day 5.
  • These charges will be applied to the card on file under our stored payment policy.

Lost or Unreturned Items

If an item is not returned by the end of the 5th day after the rental end date, it is considered lost or unreturned.

  • If the cumulative late fees do not yet equal 100% of the item’s retail value, the customer will be charged the remaining balance up to that amount.

  • No additional fees will be charged beyond the 5-day late period.

  • The total amount charged (late fees + any remaining balance) will never exceed 100% of the item’s retail value.

Unauthorized Alterations

Garments returned with any form of alteration, including hemming, taking in or letting out seams, or modifying straps, will incur a $200 alteration fee, charged to the card on file.

Altering TrenLend inventory is strictly prohibited, and this fee ensures we can restore or replace the item.

Right to Refuse Service & Cancel Rentals

TrenLend reserves the right to cancel a rental, refuse service, or suspend access to our services at our sole discretion. This includes, but is not limited to, situations involving suspected policy abuse, excessive or repeated damage to items, consistent late returns, inventory concerns, fraudulent activity, payment issues, or misuse of our garments. Repeated or intentional violations of our policies may result in temporary or permanent suspension from renting with TrenLend. If TrenLend initiates a cancellation, customers will be notified and refunded unless otherwise communicated.