Returns and Refunds

At Alaska’s White Castles, we’re here to make your event stress-free and memorable. Since we provide hire services (not product sales), our returns and refunds work a little differently to a retail store.

Below is everything you need to know:

Cancelling Your Booking

• 72 hours’ notice: If you need to cancel, please email us at hello@alaskaswhitecastles.com.au at least 72 hours before your event.

• Less than 72 hours’ notice: Unfortunately, your hire fee will be forfeited.

• Same-day cancellations: The full hire fee is non-refundable unless otherwise agreed.

Weather Policy 

Safety always comes first.

• If high winds, rain or unsafe weather are forecast, we may need to cancel or reschedule.

• If this happens, we’ll give you a one-time credit (valid for 12 months) to use for a future booking.

• If the equipment has already been set up, or if you’ve already rescheduled once, no credit or refund will apply.

Rescheduling

• You can reschedule once at no cost, with your full hire fee credited to a new date.

• Any further rescheduling or cancellation will result in your hire fee being forfeited.

Refunds

• No refunds apply for cancellations or weather disruptions

• Refunds will only be issued if we are unable to supply your booking due to circumstances within our control.

Damage, Cleaning & Bonds

• A refundable bond may be required with your booking.

• After your event, we’ll inspect the equipment. If it’s returned clean and in good condition, your bond will be refunded.

• Cleaning fees (from $200) or repair fees (from $500) may be deducted if the equipment is damaged or excessively dirty.

We always recommend having a backup plan for outdoor events, just in case the Melbourne weather doesn’t play along!