Help Centre

Loss & Damage

When you sign for your equipment hire upon self-collection or delivery to your venue, then you are responsible for it, and this responsibility lasts until you self-return the items, or we pick them up from you.

We understand that loss & damage can occur. Fabric can get torn or stained, glasses can get broken, and smaller items such as cutlery, for instance, can get lost.

Your responsibility is to return all the items you received in the same quantity, the same condition and in the same boxes / crates that they arrived in. Any lost or damaged items should be identified by you at the point of return. Once the items arrive back with us, an additional check is carried out, at which point we also notify you of any losses or damages.

You are liable to pay the replacement fee for any equipment that has been lost or damaged during the hire period. Each item has a replacement value, which is outlined on your hire contract that you sign. You will be notified of final replacement costs once your order is off-hired.

For non-trade account customers, any losses or damages will be deducted from your refundable deposit. If the total replacement value of the lost or damaged items exceeds the value of your refundable deposit, then we reserve the right to collect any outstanding fees from you.

If you need any more help or assistance on this, please visit our FAQs below, or speak to one of our team members.

Q: What should I do if I notice that an item is damaged or missing upon delivery?
A. You should immediately notify our driver of any issues, upon delivery.

Q: What happens if an item gets damaged during my event?
A: Once you sign the delivery note, the equipment is your responsibility. Therefore, if an item gets damaged during your event, then you will be liable to pay the item replacement fee.

Q: What is the item replacement value?
A: This depends upon the item in question. The value will be outlined on the pro-forma invoice / hire contract you receive prior to your rental period.

Q: Can I repair a damaged item myself to avoid fees?
A: No, you should not attempt to repair items yourself.

Q: What should I do if I lose an item?
A: Upon collection, our driver will count back the equipment anyway, but please do notify them of any losses. We also do a count back when the equipment arrives back at our distribution centres, and inform you of the losses that need to be paid for.

Q: Is there any way to protect myself against charges for lost or damaged items?
A: We do offer our slight damage waiver, which protects you against standard wear and tear, but this does not cover you against loss or damage. The key is, therefore, to look after the equipment whilst it is your responsibility.

Q: If I do need to pay an item replacement fee, how is this charged?
A: For non-trade account customers, this is usually deducted from your refundable deposit, and the balance then returned to you.

Q: Can I dispute a charge for a lost or damaged item?
A: If you feel that you are being incorrectly charged, then please speak to a member of our sales team.