Returns and Cancellations

Returns and Cancellation Policy – Crate Hire UK

This policy applies to all crate hire bookings made with Crate Hire UK trading as Crate Hire Group Ltd (the "Company") and governs returns, cancellations, and related fees.

1. Cancellations by the Customer
Eligibility:** You may cancel a booking up to 24 hours before the scheduled delivery window without penalty.
If you cancel within 24 hours of the scheduled delivery window, a cancellation fee of 50% of the total hire charge will apply.
If the crates have already been dispatched for delivery, standard delivery charges may still apply in full, and a separate late-collection charge may be incurred if the crates are not returned as agreed.
How to cancel:** Cancellations must be made in writing (email is acceptable) and acknowledged by Crate Hire UK.
Refunds:** Any eligible refunds will be processed to the original payment method within 5–10 business days, subject to any processing times of the payment provider.

2. Cancellations by Crate Hire UK
Non-delivery or force majeure:** If delivery is prevented by events outside the Company’s control (e.g., severe weather, access limitations, vehicle unavailability), the Company will aim to offer an alternative delivery window or a full refund for that portion of the hire if no suitable alternative is available.
Damaged or unavailable crates:** In the unlikely event crates are not available, Crate Hire UK will notify you promptly and provide a full refund or rebook at your convenience.

3. Returns and Inspection
Return window:** Crates must be returned in a clean, serviceable condition within the agreed return window (typically to be specified at checkout or in your booking confirmation).
Inspection:** Once returned, crates will be inspected for excessive wear, damage, or missing components. Any charges for damage beyond normal wear and tear may apply.
Cleaning:** Reasonable cleaning is included in standard hire. Excessive dirt or contamination may incur an additional cleaning fee.

4. Damages, Loss, and Excessive Wear
Damage charges:** You are responsible for damage beyond normal wear and tear. Typical issues include cracked crates, broken lids, or missing components.
Loss or missing items:** If crates, lids, locks, or any accessories are missing upon return, a replacement charge will apply.
Assessment:** Damage or loss will be assessed upon return. You will be notified of any charges and will have the opportunity to appeal any assessment.

5. Late Returns and Fees
Grace period:** A short grace period may be offered at the Company’s discretion.
Late return charges:** Each day of late return may incur a daily rental extension fee or a fixed late return charge, as specified in the booking confirmation.

6. Modifications and Extensions
Extensions:** If you need to extend your hire period, contact Crate Hire UK as early as possible to arrange a seamless extension. Extensions are subject to crate availability and may incur additional charges.
Early return:** If you return crates earlier than the agreed date, refunds for unused days will be issued at the Company’s discretion, based on the current pricing and the remaining rental period.

7. How to Contact Us
Email: [email protected]
Phone: 0800 048 5769

8. Important Notes
The customer’s statutory rights are not affected by this policy.
This policy may be updated from time to time. The latest version will be posted on the Crate Hire UK website, and any booking will be governed by the version in force at the time of booking.