Refund policy
Our refund policy is designed to provide fairness for both you our valued customers and us as a small business. If your order has been packed, sent or picked up we are unlikely to be able to get the rental rebooked for the same dates. Please understand that we have already turned away other customers who may have wanted to hire the same dress for the same dates. Additionally we have also undertaken the necessary work to prepare and pack the order for collection/to be sent off.
The following policy is extracted from our full rental agreement/terms and conditions.
Refunds
Any rentals that are deemed applicable for a refund will have a $5 admin fee deducted for shopify processing fees.
No refunds will be issued at any point once you have placed and paid for your order. We only offer store credit for cancellations and this must be used by the renter they are issued to, no one else.
In the case where you receive an item and it is damaged and/or stained beyond wearability a refund may be offered. In order for a refund to be applicable you must email us the same day the garment is delivered at admin@sbdresshire.co.nz with photo evidence of the quality of the garment. We will review the photo/s and in the case where we deem the rental to be in an unwearable condition the garment must be sent back/dropped off within 24 hours after being picked up/delivered, and remain unworn for your event. A refund will not be issued if the garment is kept past the rental period start date and it means you accept the item in this condition. The refund will only be issued once we have received the garment back and deem it to be in an unworn condition. The shipping costs if applicable will not be refunded as this service has been redeemed.
In the case where an item is received in a wearable condition but has significant unnoted damage that is beyond general wear and tear, a partial refund may be offered. In order for a partial refund to be applicable you must email us the same day the garment is delivered at admin@sbdresshire.co.nz with photo evidence of the quality of the garment. We will assess the photo/s and determine appropriate compensation based on the severity of the damage.
As we are a Dress Hire Company, it should be understood that our garments are not expected to be in brand new condition and general wear and tear is to be expected.
General wear and tear may include but is not limited too:
- Minor pulls/pills
- Small loose threads
- Missing hook and eyes
- Minor knicks to the fabric
- Minor fraying
- Bobbling
- Small marks/stains
Please note that the decision to offer store credit, a partial refund or full refund are at our discretion and are evaluated on a case-by-case basis.
If store credit is used to book a rental and an issue arises with the rental a refund is not applicable only store credit will be available. The shipping costs if applicable will not be store credited as this service has been redeemed.
Refunds or credits will not be offered if the garment does not fit properly, or if you do not like how it fits, this is the risk you take when not trying the garments on beforehand. While we endeavor to offer as much sizing information as possible in our rental product descriptions, we cannot be held responsible for inaccuracies. Therefore, refunds or credits will not be granted in such cases.