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.
Cancellations
For cancellation eligibility and timeframes (24-hour change of mind, 7-day and 2-day cut-offs), please see our full Cancellation Policy in our Terms and Conditions. Where a refund applies, an admin fee will be deducted to cover Shopify processing and the administrative work involved: $10 for rentals $79 and under, or $20 for rentals $80 and over. Refunds, where applicable, can only be issued to the original payment method. Store credit must be used by the renter it is issued to and is non-transferable.
Damaged or Faulty Items
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, where we deem the rental to be in an unwearable condition, the garment must be sent back/dropped off within 24 hours of 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, as this 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. 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 beyond general wear and tear, a partial refund may be offered. To be eligible, 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 a dress hire company, our garments are not expected to be in brand new condition and general wear and tear is to be expected. This may include, but is not limited to:
- Minor pulls/pills
- Small loose threads
- Missing hook and eyes
- Minor knicks to the fabric
- Minor fraying
- Bobbling
- Small marks/stains
The decision to offer store credit, a partial refund, or full refund is at our discretion and is evaluated on a case-by-case basis.
If store credit is used to book a rental and an issue arises with that rental, a refund is not applicable, only store credit will be available. 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 garments on beforehand. While we endeavour to offer as much sizing information as possible in our product descriptions, we cannot be held responsible for inaccuracies, and refunds or credits will not be granted in such cases.