Our policy lasts 30 days. If 30 days have gone by since your hiring, unfortunately, we can’t offer you a refund.
The rental rate is based on a 24-hour rental. Should you need the items longer please contact us and ask about our multi-day rates.
To be eligible for a return, your item must be in the same condition that you received it. All items should be placed back into the same packaging they arrived in.
If you will not be returning the items yourself or present for the pick-up, or will not be in contact after your event, Start Party Hire will require the name and contact information of the person who will be responsible for your rental. It is best to appoint one trustworthy person to be in charge of the return.
All original containers and boxes must be returned. Tables and chairs should be folded and stacked neatly. If your order is not ready for pick-up when Star Party Hire arrives, we will return at our discretion for an additional one-way pick-up charge.
We do not accept products that are broken, burnt, or damaged.
There are certain situations where only partial refunds are granted (if applicable)
Items with obvious signs of use
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
IF YOU OR SOMEONE ELSE IS RETURNING YOUR RENTAL
To avoid extra charges, we recommend that you count your order before returning it to ensure all items and packaging are accounted for. Star Party Hire also counts every order when it is returned to our warehouse. If you are not willing or able to wait for your order to be counted by Star Party Hire staff upon return, then we will not accept any disputes over missing or damaged items. As we take in many orders in a day, there may be a slight wait as returns are counted on a first come, first serve basis.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Missing and Damaged items
If you do have missing or damaged items upon return, you will be informed as soon as possible. If the missing items cannot be found or if we are unable to contact you or the person responsible within 48 hours of your specified return date, replacement fees will be automatically charged to the credit card on file. If any items can be located and returned within one week of your specified return date, we will refund the full amount. No refund after one week. Repair fees for damaged items must be paid upon receipt of an invoice. Any items considered un-rentable by Star Party Hire standards will be charged at full replacement value. The customer is responsible for the goods from the time of pick-up/delivery until the items are returned to Star Party Hire Party Rentals. Be sure that all equipment is secure and protected from the weather while it is in your possession. We do charge for; soiled, broken, damaged or missing items, including packaging materials. There will be an extra cleaning charge for any wax, excessive grease, ink and/or hard to remove stains on linens and fabrics. Our insurance does not cover equipment while it is in your possession.
Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. This ensures that every item you receive is clean and safe. No refunds are given for items that were not used during your event.
Late rentals will be charged a half-day rental rate for each day. If you are not able to return your rentals on time, please inform Star Party Hire so that we are able to make a note on your account. If we require the items for another order, we will make arrangements to pick the items up ourselves, at the cost of a one-way pick-up fee, charged to the credit card on file.