Returns Policy

At red rat, we stand by the quality of our product. Customer satisfaction is important to us.

Please note that all sales of clearance items are final and are not entitled to the refund or returns policy outlined below if you simply change your mind, so please choose carefully. The only exception is if you need to exchange for a different size or if the product is faulty.

How do I exchange or return a product?

Customers who have made retail purchases from our website or via the phone can return the product purchased for a full refund or exchange by following these steps:

1. Ensure the product is undamaged and in original condition and packaging.
2. Contact Customer Care on 0800 728 728 or email customercare@redratclothing.co.nz to register your reason for return, within 14 days of receiving the product.
3. Complete the "Returns” section located at the bottom of the packing slip or invoice and include it with the product you are returning.
4. Return the product and invoice to the Red Rat Distribution Centre at the following address:
   

   Red Rat Clothing Ltd
   Head Office
   12 Earl Richardson Ave
   Wiri
   Manukau 2104

   Freephone: 0800 728 728

5. The cost of postage for returns/exchanges will be at your expense unless otherwise advised and refund of any original shipping costs are at our discretion, so please choose carefully.
6. Please hold on to your return postage receipt and tracking number as proof until full refund or replacement has been completed.

So what happens from here?

If exchanging for a different size:

Upon receiving the product in its original condition and packaging, we will either exchange and deliver the correct size to you at no additional cost, provided the requested size is available, otherwise we will issue a refund to your original method of payment (within three working days) for the amount you paid for the product.

If you've just changed your mind and don't want the product:

Upon receiving the product in its original condition and packaging, we will issue a refund to your original method of payment (within three working days) for the amount you paid for the product. red rat will not refund any shipping costs relating to the original delivery or return of non-faulty product.

If you've received a faulty or incorrect product:

Upon receiving the product, if red rat inspects returned product and deems it to be faulty, the wrong size, or the wrong item, we will either replace the item at no additional cost, provided it is available, otherwise we will refund both the price you paid for the product and all related shipping costs to your original method of payment (within three working days).

If product has been damaged in transit please call us on 0800 728 728. and we will arrange to replace the damaged products(s).

Customers who have made corporate or bulk purchases from our website, retail stores or via telephone can only return product purchased from us if it is faulty or damaged in transit. In this case, please call us on 0800 728 728. Red Rat will endeavour to replace the damaged or faulty product or, where this is not possible, issue a refund for the purchase value and agreed freight charges.

Warranties and Limitation of Liability

red rat will pass on to you the benefit of any warranties given by the manufacturers or suppliers of the products we sell. However, we expressly exclude to the fullest extent permitted by law all other warranties, descriptions, representations or conditions whether implied by law, trade, custom or otherwise.

Our liability for any claim, damages, loss or expense related to the supply by us of goods or services is limited to the cost paid by you for the goods or services except where statute expressly requires otherwise. To the fullest extent permitted by law we will not be liable in any event whether in tort (including negligence), contract or otherwise for any loss of profits or any consequential, indirect or special damage, loss or injury of any kind suffered by you or any other person.