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.
In-store - Please ensure you try on & are happy with the items prior to purchasing. If for any reason you are unhappy with the item/s purchased we will issue a store credit.
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/DISCOUNTED 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
Shop 2/333 Harewood Road
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 email@example.com.
A = Returning in brand new unworn condition for store credit within the 10 day returns time frame.
B = Item received is faulty.
Email: firstname.lastname@example.org 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: email@example.com 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:
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").
FREQUENTLY ASKED QUESTIONS:
DOES OFF THE RAC EXCHANGE/REFUND ON ITEMS RETURNED?
Please refer to our Returns Policy. We unfortunately do not exchange or refund on returned items. Once a returned item has been received we will arrange to issue you with an online Store Credit via email so you can order the correct size or an alternate item from our website.
WHAT IS YOUR RETURNS TIMEFRAME?
Our returns timeframe is 10 days from when you have received your item(s) for standard returns.
MY SIZE IS WRONG, CAN YOU HOLD THE RIGHT SIZE?
Unfortunately, we are unable to hold items. Instead we recommend you reorder the correct size in the interim where possible. A credit code is issued as soon as we receive the returned item back for you to use on any future order.
I CANT PRINT MY RETURN FORM OUT/ I DON’T HAVE A PRINTER
No problem. Please enclose a copy of the packing slip & put a note in the parcel stating your name, order number, and reason for the return.
WHAT IF MY ITEM IS ON AFTERPAY OR LAYBY?
You just keep paying them as normal. Send the item back and you will receive a credit code which can be used to purchase something else. Effectively you are paying off the credit code.
I HAVE SENT A RETURN BUT HAVE NOT HEARD BACK:
We advise sending returns back with tracking. For these parcels, contact the courier company and trace the parcel. Should it have arrived, and you have not heard back from us within 10 business days please email; firstname.lastname@example.org with your order number & return details.
HOW DO I USE A CREDIT CODE?
To use your credit you just need to enter the unique code that you received in your email into the discount code box that is located at Checkout and click the "Apply" button so the amount on the credit code then gets deducted from the amount due on the order.
Thank you so much for shopping with us. We hope you enjoy your purchase!
The Team at Off The RAC xx