Our Returns Policy

Off The RAC RETURNS

Off The RAC is here to offer you a 24/7 stress free shopping experience!

We hope you love your purchase but know that mistakes can be made when shopping online when you cannot try on the garment before purchasing it. If you are unhappy with your purchase then you are welcome to return the item for an Off The RAC gift card. 

With this gift card you will be sent a code that you can use to purchase something else you love. The gift card will be valid for 12 months from the date issued & will be less any freight costs incurred. It can be used as payment toward any purchase with Off The RAC.

++ NO CREDITS, RETURNS OR EXCHANGES ON SALE ITEMS ++

 

1) RETURNS MUST BE RECEIVED WITHIN 10 (TEN) WORKING DAYS OR THE ITEM WILL BE RETURNED TO YOU AT YOUR COST. WE WILL NOT PROCESS RETURNS IF NOT WITHIN THIS TIME-FRAME. This may seem strict. However, we turn over product so quickly that if a longer time-frame were given, it would be difficult to resell the item when all other sizes have sold out.

2) Please take care when trying on your new garment for the first time. You should remove makeup, jewellery & be unperfumed before trying on. We will only issue a store credit if the garment is returned in it's original condition - clean, unmarked, unworn, unwashed. Tags MUST be attached.

 

I want to return an item, what do I need to do?

Just package up the item(s) that you are returning together with the completed returns form & address it to:

Off The RAC
ATTN: RETURNS

15 Riverbank Road
Applefield Court
Northwood
Christchurch 8051

Shipping is at your cost.  We recommend that you use a courier service as we are not responsible for items that are not received.

You MUST INCLUDE a completed Returns Form with a selected reason for the return. Without this information it is very difficult for us to process returns. This can be completed and included with your item/s or emailed through to us in advance at info@off-the-rac.co.nz.

A = Returning in brand new unworn condition for store credit within the 10 day returns time frame.

B = Item received is faulty.

Email: info@off-the-rac.co.nz and advise us of the fault. A replacement will be offered if available, or a store credit or refund will be offered if the item is no longer available.

C = Incorrect item sent. 

Email: info@off-the-rac.co.nz to let us know so we can assist you with a replacement or refund.

PLEASE NOTE: Refunds for faulty items can take up to 5 working days to process.

For returns for credit, once we receive and process your item(s), we will email you with your credit code. 

A code is easy! Just hop onto our website and add items you like into your cart as usual. When you get to checkout just insert your unique credit code in the order summary section and click 'Apply' then proceed as you normally do to complete your order.

EXCHANGES: We DON'T DO exchanges, only CREDITS (see above). This is due to the high sell-out rate we have on products.

Please fill out form below and return:

 RETURNS FORM

WARRANTY RETURNS POLICY

Customers are covered for 90 days after the original purchase date if there is a defect, fault or failure due to the manufacturing process. Unfortunately we cannot cover a fault or damage caused by wear and tear, improper use or accident.

We will adhere to the Consumer Guarantees Act 1993, which states your rights under a set of guarantees that automatically apply between Off The RAC and the customer when a purchase is made. 

We will also adhere to the Fair Trading Act 1986, which protects you from being misled or unfairly treated by traders or shops. The Act is here to prohibit misleading or deceptive conduct, false representations and unfair practices. It also sets out when information about certain products must be disclosed to consumers, and helps ensure products are safe.

What will we do? 

If it is deemed to be a manufacturing fault we will meet our requirements under the NZ Consumer Guarantees Act. A full refund will be issued if the item cannot be repaired or replaced first.  

We do not provide refunds when an item does not fit or when you don't like an item (please see "RETURNS POLICY").

 

Thank you so much for shopping with us. We hope you enjoy your purchase!

The Team at Off The RAC xx