CHARS COLLECTION — RETURN & REFUND POLICY

At Chars Collection, we understand that plans can change. Please read our cancellation, refund and return policies carefully before booking.

1. Cancellations & Refunds

Customers who cancel their rental booking at least seven full days before their scheduled rental start date are eligible for a full refund of their rental payment.

Cancellations made less than seven days before the rental start date are generally non-refundable for change-of-mind cancellations, as the garment has been reserved for the customer.

Any unused shipping fees will be refunded where shipping has not already been purchased or arranged.

Refunds will be processed to the original payment method where practicable.

These conditions do not affect your rights under New Zealand consumer law.

2. Rental Returns

All garments must be returned within the agreed rental period.

Christchurch Pickup Rentals: Garments must be returned by Monday at 5:00 pm following the rental weekend, unless otherwise agreed.

NZ-Wide Postal Rentals: Garments must be lodged with the courier for return by Monday following the rental weekend, unless otherwise agreed.

Customers are responsible for following the agreed return instructions and retaining proof of courier lodgement.

3. Late Returns

A late return fee of $20 per calendar day applies when garments are returned after the agreed deadline without prior approval.

For postal rentals, the return deadline refers to the date the garment is lodged with the courier, not the date it arrives back at Chars Collection.

Any late fees must be lawful, fair and proportionate to the consequences of the delay.

4. Garment Care & Cleaning

Cleaning is included in every Chars Collection rental.

Customers must not wash, dry-clean, spot-clean or otherwise attempt to clean rental garments without prior written approval.

Please return garments in their worn condition to prevent accidental damage from incorrect cleaning methods.

5. Damage & Loss

Customers are expected to take reasonable care of all rental garments.

Where a garment is damaged beyond ordinary wear or lost due to the customer's actions or failure to take reasonable care, Chars Collection may seek reasonable repair, additional cleaning or replacement costs.

Charges will be assessed individually, taking into account the garment's condition, age and value.

Normal wear and tear is expected and will not result in additional charges.

6. Incorrect Sizing & Change of Mind

Customers are responsible for checking garment sizing and descriptions before booking.

Refund requests due to incorrect sizing, personal preference or change of mind are subject to our cancellation policy.

We encourage customers to contact us before booking if they require additional sizing information.

7. Faulty or Unavailable Garments

If a garment arrives faulty, significantly different from its description or unsuitable for its intended purpose, please contact Chars Collection promptly.

Where applicable consumer guarantees are not met, customers are entitled to the remedies provided under New Zealand law.

If Chars Collection cannot fulfil a confirmed rental booking, we will offer an appropriate alternative where available or refund the affected rental and associated shipping charges, without limiting any additional legal rights.

8. Contact Us

For cancellations, refunds, returns or garment-related concerns, please contact Chars Collection through our official website or Instagram.

We aim to resolve all concerns fairly and promptly.

9. Consumer Rights

Nothing in this policy excludes or limits customers' rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand legislation.