Refund policy
Refunds for Rental Items
All items can be returned back to us if you do not like the product or it does not fit. Please make sure you try on your rental as soon as you receive it. For a return, you must send the item back before your event date.
To be eligible for a return, your item must be in the same condition that you received it, no damage or stains.
To start a return, you can contact us at returns@festifitsrentals.co.nz please send your item back immediately in the supplied prepaid courier bag.
Please note, the full amount will not be refunded, you will still be charged for the rental and shipping, but the rental will be a try on fee ($25 plus $5 per extra outfit). You have the option to have the remainder refund in a form of a gift card or as cashback.
If your order was placed after 3pm on Wednesday for the current week rental, we do not issue refunds if the order does not arrive on time. Postal delays on such late orders are outside of our control, this will be at your own risk.
Orders that are classified as rural under the NZ post system, and rural delivery was NOT paid for, will not get refunded if it does not arrive on time. Please make sure you select the rural delivery option at checkout as this alerts us to send out your item promptly.
An item is deemed as being delivered if it is attempted for delivery, Item at depot, AND if you tried to arrange for a redelivery but does not arrive on time, we do not offer refunds. We recommend that you pick it up from the depot/post shop if our parcel has been attempted for delivery. Redelivery can cause major delays.
We always ship via overnight courier, however NZ post does not give us a 100% guarantee, therefore we are unable to give you a guarantee. Most of our garments arrive to our customers overnight. But there is always the chance it may not, which is beyond our control. To be eligible for a return, your item must be unused and in the same condition that you received it.
When using your return post bag please ensure that you get the barcode scanned by a shop assistant at a New Zealand Post store, so that we are able to track its progress. If you send back the item incorrectly, (either by dropping it in a drop box, or street post box), or any other way, apart from getting the barcode scanned by NZ Post, you will not be eligible for a refund/gift card. Incorrect methods of sending back our parcels, can cause major delays, and it can also get lost in the mail system. You may also be charged further if the garment gets lost in transit due to incorrect return method.
All items must be sent back PRIOR to your rental date to be eligible for your cash refund/gift card.
You can always contact us for any return questions at contact@festifitsrentals.co.nz
Please note, all refunds may take up to 10 days to process.
Orders not arriving in time - Rental items
If the garment does not arrive on time for your event, and your order was placed 3 FULL working days prior to your event date, you will be issued a cash refund or Gift card for the full amount.
If your order was placed after 3pm on Wednesday for the current week - and the garment does not arrive to you on time, we do not issue out refunds. Postal delays on such late orders are outside of our control, this will be at your own risk.
Please note, all refunds may take up to 10 days to process.
Damages and issues - Rental items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please note, all refunds may take up to 10 days to process.
Exchanges and change of mind - Rental items
The fastest way to ensure you get the item what you want is to return the item you have and make a separate purchase for the new item. Please note, you will still be charged our try on fee of $25 plus shipping costs for the first item! Once we receive the item you do not want, you will be refunded. If your item has not been sent out yet and you wish to make a change, please contact us immediately.
Please note, all refunds may take up to 10 days to process.
Refunds - Rental items
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note, all refunds may take up to 10 days to process.
Postponed Events or Cancelled Events - Rental items
If you let us know three days prior to your event that it has been cancelled or postponed, if your item has not already been sent off to you, you will be eligible for a full refund.
Any time after this, you will be eligible for a Gift Card for the amount you paid minus a $20 cost for postage.
Please email us at contact@festifitsrentals.co.nz if your event has been postponed/cancelled.
Refunds for purchased items
If you are not happy with an item you have purchased, you must send back to us by paying for your own shipping, this MUST be tracked. The item must be sent back within 7 days of purchase in the same condition it was brought. Your shipping is non refundable. To get in touch about a return, please send us an email at contact@festifitsrentals.co.nz. For faulty or damaged purchased products (Not including ex rentals that include a description of any damages) can be returned and sent a replacement. If a replacement is not available, you will be fully refunded.
Please note, all refunds may take up to 10 days to process.