Refund policy

Our refund policy has been designed with the customer and our business in mind. If you do not agree with these policies, you cannot use our service.

To receive a full refund: You must contact us 7 days before your rental date. For example, if you have a garment booked for the 8th of June, you must contact us before the 1st of June to receive a refund.

If your garment doesn't fit, look right, or isn't what you expected:  You will not be eligible for a refund. 

Please read all information provided carefully before booking. We provide as many details as possible in each listing - including specific garment information, size charts when possible, photos in different lighting, and clear notes on any flaws.

Because we provide this thorough information upfront, we do not offer refunds for a change of mind, incorrect sizing, a failure to read the description, or any minor flaws, alterations, or signs of wear already stated in the listing.

Unhappy with the garment you have received: All garment conditions, including any known flaws, are detailed on the respective product page. Love It Loan It bears no responsibility for any oversight or misinterpretation of these stated flaws. Refunds will not be issued if dissatisfaction arises from a flaw that has been clearly identified. However, if upon receiving the garment, you find yourself unsatisfied with its condition or discover any undisclosed flaws, refunds will be given. It is never our intention to dispatch garments knowingly flawed, to the detriment of our customers. To request a refund based on a flaw or condition, communication must be initiated within 24 hours of receiving the garment, accompanied by evidence of the identified issue. Any concerns raised beyond this timeframe will be deemed the responsibility of the customer.

If you don't wear your garment:  Rental companies operate on the basis that garments can be booked. Therefore, if you have a garment but do not wear it and request a refund, we do not have the ability to recover lost revenue from this period. If you let us know before your event that you will not be wearing the dress, you may be eligible for 20% store credit.

If you are unsure about how a garment will look on you, Dunedin-based girls can book a try-on appointment. Girls who live out of town can utilise our postal try-on service.

If your garment doesn't arrive in time due to courier delay: Strictly no refunds. Please place orders AT LEAST 3 business days in advance. Our shipping cutoff is 4:00PM Wednesday; any order placed after this time is sent at the customer's risk of not being delivered in time. Courier delays are beyond our control, and we cannot recover lost revenue from NZ Post. Visit our shipping page to find out more.

The term 'Eligible for store credit' does not guarantee you will receive credit.