Damage, Loss & Refund Policy

If a garment is returned in a damaged condition, the renter is responsible for covering all associated dry cleaning, repair, or restoration costs. Damage includes, but is not limited to, stains, rips, tears, burn marks, missing embellishments, and discolouration.

If the damage requires repairs that impact future bookings of the garment, the renter may also be liable for any resulting loss of rental income.

If a garment is lost, stolen, or damaged beyond repair, the renter is responsible for paying the full recommended retail price (RRP) of the garment or a replacement fee determined by Rentals with Ella. The full RRP of each garment is listed within the product description.

Replacement fee payments must be made within 30 days of the rental date. If required, Rentals with Ella is happy to discuss reasonable payment arrangements.

Under no circumstances does payment of the replacement fee transfer ownership of the garment to the renter. All garments remain the property of Rentals with Ella unless otherwise agreed in writing.

If a garment is returned with stains or damage that cannot be repaired or restored, the renter agrees to pay the full replacement cost of the garment. Failure to do so may result in recovery proceedings, including referral to the appropriate small claims court or other legal action. Rentals with Ella will always endeavour to resolve matters fairly and amicably before pursuing legal action.

Refunds will only be issued if a garment arrives damaged in a way that was not disclosed in the product description. Photo evidence of the damage must be emailed to Rentals with Ella within 8 hours of receiving the garment via postage or within 8 hours of collection.

To be eligible for a refund, the garment must not be worn and must be returned or posted back on the next business day. Once the garment has been received and assessed, any approved refund will be processed back to the original payment method used for the booking.

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Booking Information

• Bookings can be made up to 6 weeks in advance, subject to availability.

• Postal bookings must be placed by Wednesday at 1:00 PM prior to your rental weekend, unless otherwise advised (e.g. public holidays).

• Pickup bookings must be placed by Thursday at 11:00 PM prior to your rental weekend, unless otherwise advised (e.g. public holidays).

• Bookings placed after the applicable cut-off times may be cancelled if they cannot be fulfilled. In these cases, a store credit will be issued instead of a refund.

• Standard bookings are available for weekend rentals only. If you require a garment during the week, please contact Rentals with Ella before booking, and we will do our best to accommodate your request where possible.

Refunds, Cancellations & Exchanges

Please read the following policies carefully before placing your booking.

Fit & Sizing

Rentals with Ella does not offer refunds or store credit if a garment does not fit as expected. We strongly recommend reviewing the size guide, product measurements, try-on videos, and recommended sizing before booking. If you require additional sizing advice, please contact us via Instagram or email before placing your order.

Early Delivery Exchange (North Island Only)

If your garment arrives early (Tuesday or Wednesday) and does not fit, we may be able to offer an exchange for North Island customers only, subject to availability.

The value of your booking, excluding postage costs, will be issued as store credit so you can rebook another garment. Your replacement garment will be dispatched the same day where possible; however, you will be responsible for the postage costs of both the replacement garment and the return of the original garment, which must be sent back that same day.

Courier Delays

If your rental does not arrive in time due to courier delays, a refund will not be provided. Where eligible, store credit or a booking transfer may be offered in accordance with the Postage & Returns section of these Terms & Conditions.

Order Cancellations

If you cancel your booking within 6 hours of placing your order, and the garment has not been dispatched or prepared for collection, you are eligible for a refund. A $3 processing fee will be deducted from the refund amount.

If you cancel more than 6 hours after placing your booking, refunds are no longer available.

If you cancel your booking or your event is cancelled 3 or more days before your rental date, you will receive store credit instead of a refund, provided the garment has not already been posted or collected.

Once a garment has been dispatched or collected, no refunds or store credit will be issued for cancellations.

Damaged Garments on Arrival

A refund may be issued if your garment arrives with undisclosed damage that affects its wearability. Damage that has already been disclosed in the product description does not qualify for a refund.

To be eligible, you must:

• Contact Rentals with Ella within 8 hours of receiving the garment (or within 8 hours of collection).

• Email clear photo evidence of the damage.

• Ensure the garment remains unworn.

• Return or post the garment back on the next business day.

Approved refunds will be processed back to the original payment method. Postage costs are non-refundable.

Condition Concerns

If you have any concerns about the condition of your rental upon arrival or collection, please notify Rentals with Ella within 8 hours so the matter can be assessed.

Compensation, refunds, or store credit will not be provided if concerns are raised after the garment has been worn.