Refund Policy

Portsmouth Rentals will happily assist customers who wish to return or exchange goods purchased. Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 (NZ).

We have a 14-day return policy on consumables, which means you have 14 days after receiving your item to request a return for any reason.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt, or proof of purchase.

To start a return, you can contact us at shop@portsmouth.co.nz. Please contact us before returning your item.

All returns will need to be sent to Portsmouth Rentals at 58 Kemp Street, Kilbirnie, Wellington 6022. All return freight costs will need to be covered by the customer. We suggest paying extra for a tracked service to ensure the item gets returned to us safely. We take no responsibility for returns lost in the post.

You can always contact us for any return question at shop@portsmouth.co.nz.

 

Exceptions / Non-Returnable Items

We do not accept returns for certain items such as custom leather products, special orders, or personalized items. We also do not accept returns for aerosols, as well as custom or cut-to-length items. These include, but are not limited to: cut gel stock, cut sash, or cut hook & loop products. Full rolls may be returned if they are in an as-new condition, but only if they were not a special order. Please get in touch if you have questions or concerns about your specific item.

We do not accept returns on sale items unless the item is faulty.

 

Change of Mind Returns/Exchanges

We are pleased to offer change of mind returns or exchanges within 14 days after receiving the item.

The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you are worried about the certain availability of an item, contact us and we'll see if we can help.

All goods for exchange must be unused, in original packaging and in saleable condition.

 

With a Receipt or Tax Invoice

We can provide a refund subject to

  1. All returned goods must be unused, in original packaging and in saleable condition.
  2. Receipts and tax invoices must be valid and intact.

 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@portsmouth.co.nz.

Freight costs are not refundable unless the item is deemed to be faulty and there is no suitable replacement.

Note: We will refund the purchase using the same method used to pay for the items.

 

Without Proof of Purchase

Without this, we may not be able to accept your return.

 

Trade Account Returns/Exchanges

If you're an account customer and presenting goods for return or exchange, a copy of the original invoice must be presented in-store along with the goods to arrange an account credit.

Commercial quantities or special orders are not generally available for change of mind returns or exchanges.

Online Purchases/Exchanges

Online purchases can be returned either in-store with the tax invoice or by contacting us at shop@portsmouth.co.nz.  Portsmouth Rentals is not responsible for any return freight costs.

 

Other Returns/Exchanges

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. You’re entitled to a repair, replacement, or refund for a failure that cannot be remedied or is of substantial character, and to compensation for other reasonably foreseeable loss or damage.

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will accept product returns and provide you with a replacement, refund or repair where:

  1. The product is faulty or is not of acceptable quality; or
  2. The product is not fit for its intended purpose; or
  3. The product does not match its sample or description.

 

We recommend you retain your receipt, as we may require proof that you purchased the product from us. Our team members will be able to advise you whether a refund, exchange, repair or replacement is available, and may record your proof of identification when processing a return without proof of purchase. 

 

Product Recall

We will accept the return of any product that is the subject of a product recall.