Return Policy

Last updated:

Overview

At Charxrelcraxdhex, we understand that planning events can sometimes involve unexpected changes. This Return Policy outlines our procedures for rental returns, cancellations, and refunds. We strive to be as accommodating as possible while maintaining fair policies that allow us to continue providing excellent service to all our clients.

Please read this policy carefully before making a rental reservation. By placing a rental order with us, you agree to the terms outlined in this Return Policy.

Rental Period and Returns

Our standard rental period and return procedures are as follows:

Standard Rental Period

The standard rental period for most items is specified in your rental agreement and typically includes:

  • Single-Day Events: Delivery the day before or morning of your event, with pickup the following day.
  • Multi-Day Events: Custom rental periods can be arranged based on your event schedule.
  • Weekend Rentals: Friday delivery with Monday pickup is available for weekend events.

Extended rental periods are available upon request and may incur additional charges. Please discuss your needs with our team when booking.

Return Condition Requirements

All rental items must be returned in the same condition as when delivered, allowing for normal wear and tear. This includes:

  • Furniture: Must be free of stains, tears, burns, and structural damage. Minor scuffs from normal use are acceptable.
  • Textiles: Linens, cushion covers, and other fabrics must be returned without permanent stains or damage. We handle standard cleaning.
  • Tableware: Glassware, ceramics, and serving pieces must be returned intact. Chipped or broken items will incur replacement charges.
  • Decor Items: Candle holders, vases, and decorative pieces must be returned undamaged and free of wax residue or excessive dirt.

Preparation for Pickup

To ensure a smooth return process:

  • Have all items gathered in one accessible location
  • Ensure items are free of food debris and excess dirt
  • Do not attempt to clean or repair items yourself unless instructed
  • Notify us immediately of any damage that occurred during your event
  • Ensure the pickup location is accessible for our delivery team

Late Returns

Timely returns are essential for us to fulfill subsequent rental orders. Our late return policy is as follows:

  • Grace Period: We offer a 2-hour grace period from the scheduled pickup time.
  • Late Fees: Items not available for pickup after the grace period will incur a late fee of 25% of the daily rental rate per day.
  • Extended Rentals: If you need to extend your rental, please contact us at least 24 hours before the scheduled pickup. We will do our best to accommodate extensions subject to availability.
  • No-Show Pickup: If our team arrives for pickup and no one is available to release the items, a re-delivery fee will apply.

Damage and Loss

We understand that accidents happen. Our damage policy is designed to be fair while protecting our inventory:

Damage Assessment

All items are inspected upon return. You will be notified within 48 hours of any damage identified. We distinguish between:

  • Normal Wear: Minor scuffs, light marks, and general wear from appropriate use are expected and not charged.
  • Repairable Damage: Damage that can be professionally repaired will be charged at the repair cost.
  • Irreparable Damage: Items that cannot be restored to rentable condition will be charged at the replacement cost.

Damage Charges

Damage charges are based on the following:

  • Cleaning fees for excessive stains or soiling
  • Repair costs for fixable damage
  • Full replacement value for lost or irreparably damaged items
  • All damage charges will be itemized and documented with photos

Lost Items

Any items not returned will be considered lost and charged at full replacement value. We conduct a thorough inventory check upon return and will contact you regarding any missing items before processing charges.

Cancellation Policy

We understand that plans change. Our cancellation policy provides flexibility while protecting our ability to serve all clients:

Cancellation Timeline

  • 30+ Days Before Event: Full refund of deposit minus a $50 administrative fee.
  • 14-29 Days Before Event: 75% refund of deposit.
  • 7-13 Days Before Event: 50% refund of deposit.
  • Less Than 7 Days Before Event: Deposit is non-refundable. However, we may offer credit toward a future rental.
  • Day of Event: Full rental amount is due. No refunds will be issued.

How to Cancel

To cancel your reservation:

  • Contact us by phone or email as soon as possible
  • Provide your order number and event date
  • Cancellation is effective upon confirmation from our team
  • Refunds are processed within 5-10 business days to the original payment method

Rescheduling

If you need to reschedule your event rather than cancel:

  • 14+ Days Before Event: One free reschedule to a new date within 6 months, subject to availability.
  • Less Than 14 Days Before Event: Rescheduling may incur a fee of 25% of the rental total, subject to availability.

Order Modifications

We try to be flexible with order modifications:

Adding Items

Additional items may be added to your order subject to availability. Standard pricing applies. For additions within 7 days of your event, a rush fee may apply.

Removing Items

Items may be removed from your order according to the following schedule:

  • 14+ Days Before Event: Items can be removed with full credit.
  • 7-13 Days Before Event: Items can be removed with 50% credit.
  • Less Than 7 Days Before Event: No credit for removed items.

Weather and Force Majeure

For outdoor events affected by weather or unforeseen circumstances:

  • Weather-Related Changes: If inclement weather forces you to move your event indoors or to a covered area, we will work with you to adjust the rental as needed. Additional delivery charges may apply for significant location changes.
  • Event Cancellation Due to Weather: For events cancelled due to severe weather, we offer the option to reschedule to a future date or receive a 75% credit toward a future rental.
  • Force Majeure: In cases of natural disasters, government-mandated closures, or other circumstances beyond control of either party, we will work with you to find a fair solution, which may include full credit for future services.

Delivery Cancellations

If our delivery team cannot complete delivery due to circumstances at your venue:

  • Inaccessible delivery location
  • No one available to receive items
  • Unsafe delivery conditions
  • Incorrect address provided

A re-delivery fee will apply, and the rental period will begin from the original scheduled delivery date regardless of actual delivery time.

Refund Processing

When a refund is due:

  • Refunds are processed within 5-10 business days
  • Refunds are issued to the original payment method
  • You will receive email confirmation when your refund is processed
  • Credit card refunds may take an additional 5-10 days to appear on your statement

Special Circumstances

We understand that unique situations arise. If you have a special circumstance not covered by this policy, please contact us directly. We review each situation individually and strive to find fair solutions for all parties.

Policy Updates

This Return Policy may be updated periodically. Changes will be posted on this page with an updated revision date. The policy in effect at the time of your rental booking will apply to your order.

Contact Us

If you have questions about our Return Policy or need to discuss your specific situation, please contact us:

  • Address: Golden Gate Bridge Plaza, San Francisco, CA 94129
  • Phone: +1 415-426-5220
  • Email: infocenter@charxrelcraxdhex.world

You may also visit our Contact Page to submit an inquiry. We aim to respond to all return and cancellation inquiries within 24 hours.