Refund policy

For 'Buy Now' products our returns valid for 14 days. Please make sure you email us at hello@rabbitborrows.com RE: Refund to open a dispute within the allowed time frame. If the maximum amount of day has gone by since you have received your given type of purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return for your items, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

The following 'Buy Now' goods are exempt from being returned:
Gift cards
Downloadable software products
Nipple covers (due to hygiene reasons)
Fashion tape (due to hygiene reasons)

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded

Personal preference and fit
As per our rental agreement, we do not offer refunds if the sizing or colour is not to your liking. We aim to include as much detail as we can to the highest accuracy on each of our listings. 

Cancellations on bookings
You are able to cancel your booking for 100% refund within 24 hours of your booking. Otherwise, you can request a refund in the form of a gift card/store credit. This is only applicable if we have not dispatched your item yet (when the tracking shows we haven't created the label for your order). These policies are in place as our garments are often booked months in advance. By holding onto a booking that you do not intend to keep, other customers may miss out on booking their preferred dresses. All orders made for the same week are at customer's own risk. Orders made before 12pm for the week in question may be dispatched on the same day. For cancellations within 10 business days of your rental (inclusive of our start date) you will only receive 50% in store credit.

Late or missing items
As per our rental agreement, we cannot be held accountable for mistakes regarding third parties such as NZ Post. We ship all our items via Overnight Courier up to 3 working days before the designated booking date where applicable to avoid mis-deliveries/late deliveries. We upload and deliver via email the tracking code for deliveries as soon as we package and send off our orders. If you think that we did not fulfil our obligation to deliver your dress at an appropriate time and caused your late delivery, you may open a dispute and we can investigate your order, you may be given a partial or full refund in this case.

For 'Buy Now' products, we send items via tracked courier, if the parcel is lost due to a liability of a third party, we cannot be held accountable as per our 'Terms & Conditions'.

Shipping
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Damaged rental garments
You may eligible for a refund, partial refund or an exchange if our dress is damaged with but not limited to major stains, rips or tears deeming it in an unwearable state. This is valid for up to 24 hours  after the garment has been delivered. We check our garments very thoroughly after each booking and wash them accordingly. In the event where there are minor damages but still in wearable condition, we will continue to rent the dress and mention the details regarding the damage on our listings. If you think that we have not fulfilled our duty by neglecting to disclose such details on the garment you have received, you may put through a dispute for an exchange, partial refund or full refund.

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 and/or exchange.
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.

To complete your return, we require a receipt or proof of purchase to be attached to your dispute in your email.

To return your rental product, please place it in the prepaid return bag and drop it off at your nearest NZ Post. For 'Buy Now' returns, you will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Late or missing refunds.
All payments and refunds are processed through Shopify Payments, we do not directly bank transfer your money to you If you haven’t received a refund yet, you can open an inquiry with Shopify Payments support team OR email us at hello@rabbitborrows.com and we can open an enquiry with them. As mentioned on Shopify Payments' FAQ page, refunds can take up to 10 business days to process so inquiries can only be placed after 10 days.

ALL REFUNDS ARE ISSUED AFTER THE GARMENT/S ARE RETURNED BACK TO US. WE DO NOT PROVIDE REFUNDS AHEAD OF THIS. YOU MUST USE THE RETURN COURIER BAG PROVIDED OR SEND US THE TRACKING INFORMATION FOR AN OVERNIGHT COURIER RETURN. LATE FEES WILL APPLY IF YOU DO NOT RETURN YOUR GARMENT/S CORRECTLY.