Refund Policy
Buy Now Products
We do not offer refunds or exchanges on any BUY NOW products bought from our website, unless faulty.
No exceptions
Cancellation
Our cancellation policy is only within 24 hours since you place your order. If you would like to cancel your order to receive a full refund, you must email us (hello@ohrentme.co.nz) within 24 hours of placing your order.
If 24 hours have passed since your purchase, unfortunately we cannot offer you a cash refund.
- OR if your order has been already shipped inside this 24 hour period, we cannot offer you a refund or exchange,
- OR if it has been taken away from our premises, we cannot offer you a refund or exchange.
If your order is for a future date, and we have not sent it off yet, and you would like to cancel your order, please email us on hello@ohrentme.co.nz and we will send you a GIFT CARD of the value you paid.
Any GIFT CARDs issued will last 6 months. It MUST be used up within the time frame, you can use it for a date past the 6 month period, it just needs to be used within the 6 months of issue date.
No extensions will be given if your GIFT CARD expires.
Garment Does Not Fit
We do not refund for garments not fitting.
Condition of Garment
Our garments are all in good wearable condition, most are new. If you receive a product with an issue, you must contact us within 24 hours of it's receipt to be eligible for any form of reimbursement. If you contact us AFTER your rental date, there is no reimbursement of any kind, as there is no proof that the garment was never worn. We will decide whether the garment is wearable or not. Small marks or non necessary hooks and buttons do not deem the garment unwearable.
Garments must be sent back on or before your rental date to be eligible for a refund.
Garment not Arriving on Time
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.
- It is deemed as it has been delivered if it is attempted for delivery.
- It is deemed as delivered if it is at your local depot.
- If you tried to arrange for a redelivery but does not arrive on time, we do not offer refunds. 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 have been arriving to our customers overnight. But there is always the chance it may not, which is beyond our control.
Shipping
When returning the item for refund, please use the pre-paid shipping bag that was provided with your rental. When using this 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 returned garment 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.
If you place your order with an incorrect address, please contact us as soon as possible for us to update your address and send your order to the correct one. Although we will endeavour to do this, sometimes a system error means the address does not update and the order goes to the address on your website order. In this case it is your responsibility to recover the dress and return it to us. We do not offer refunds nor vouchers in this situation.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
ZIPS
All zips are thoroughly checked before the dress is sent out.
Please do not force zips. The dress should zip up easily, if not, it does not fit.
If a zip breaks please let us know so we can be prepared to have it fixed when it gets back.
If you feel you should get a refund for the zip we will need a photo of the dress on you with it zipped up as far as it can. We will also assess the dress when we receive it back and let you know of our decision.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at ohrentme@ohrentme.co.nz.