Refund Policy

Last Updated: 25 February 2025

1. Introduction

This Refund Policy outlines the terms and conditions for cancellations, refunds, and returns for services and products provided by Allorincar Professional AV Equipment ("Allorincar," "we," "our," or "us").

We strive to ensure customer satisfaction. This policy is designed to be fair to both our customers and our business operations.

Company Details:
Allorincar Professional AV Equipment
44 Fox Island Port Brucemouth
Brucemouth, LU7 4SW
United Kingdom
Company Registration Number: 62172796

2. Equipment Rental Cancellations and Refunds

2.1 Cancellation by Customer

You may cancel your equipment rental booking subject to the following cancellation charges:

Cancellation requests must be submitted in writing via email to [email protected] or through our website contact form.

Refunds are processed within 7-10 business days of receiving your cancellation request and will be returned using the original payment method.

2.2 Cancellation by Allorincar

In the rare event that we must cancel your booking due to equipment unavailability, technical failure, or other circumstances beyond our control, you will receive:

• A full refund of all amounts paid, or
• Alternative equipment of equal or greater value at no additional charge (subject to availability and your agreement)

We are not liable for any consequential losses resulting from our cancellation, including but not limited to project delays, lost revenue, or additional costs incurred.

2.3 Shortened Rental Periods

If you return equipment earlier than the agreed rental period, no refund will be provided for unused rental days unless the early return is due to equipment malfunction confirmed by Allorincar.

2.4 Security Deposit Refunds

Security deposits are fully refundable provided that:

• Equipment is returned in the same condition as provided (reasonable wear excepted)
• Equipment is returned on time
• No damage, loss, or additional charges have been incurred

Security deposits are refunded within 7 business days after equipment inspection and approval. Refunds are processed to the original payment method.

If deductions are made from your security deposit, you will receive an itemized statement explaining the charges.

3. Equipment Purchase Returns and Refunds

3.1 Consumer Rights (Distance Selling)

For purchases made online or via telephone (distance sales), you have the right to cancel your order within 14 days of receiving the equipment without providing a reason, in accordance with the Consumer Contracts Regulations 2013.

To exercise this right:

1. Notify us of your intention to cancel within 14 days of delivery
2. Return the equipment within 14 days of notifying us
3. Ensure equipment is unused, in original packaging, and in resalable condition

You are responsible for return shipping costs unless the equipment is faulty or we have made an error.

3.2 Faulty or Incorrect Equipment

If equipment arrives faulty, damaged, or is not as described, you may:

• Return it for a full refund (including original delivery costs)
• Exchange it for a replacement
• Request a repair (where appropriate)

You must notify us within 48 hours of delivery and provide photographic evidence of the fault or damage.

We will arrange collection of faulty equipment at no cost to you and process refunds within 7-10 business days of receiving the returned item.

3.3 Non-Refundable Purchases

The following items are non-refundable unless faulty:

• Custom-ordered or bespoke equipment
• Consumable items (batteries, cables, memory cards) if packaging has been opened
• Downloadable digital content or software licenses
• Equipment showing signs of use or damage caused by the customer

3.4 Return Process

To return purchased equipment:

1. Contact us at [email protected] to request a return authorization
2. Package equipment securely in original packaging (or equivalent protective packaging)
3. Include all accessories, manuals, and documentation
4. Ship to the address provided in your return authorization
5. Retain proof of postage until refund is confirmed

We recommend using tracked delivery services as we cannot be responsible for items lost in transit.

4. Refund Processing

4.1 Refund Timeline

Refunds are processed as follows:

• Rental cancellations: 7-10 business days from cancellation approval
• Purchase returns: 7-10 business days from receiving and inspecting returned equipment
• Security deposits: 7 business days from equipment inspection

Please note that it may take an additional 3-5 business days for refunds to appear in your account, depending on your payment provider.

4.2 Refund Method

Refunds are issued using the original payment method unless otherwise agreed in writing. We cannot issue refunds to different cards or accounts for security reasons.

4.3 Partial Refunds

Partial refunds may be issued in cases where:

• Equipment is returned in less than perfect condition but not significantly damaged
• Accessories or packaging are missing
• Late fees or damage charges apply

You will be notified of any deductions before the refund is processed.

5. Damaged or Lost Equipment

5.1 Customer Responsibility

You are financially responsible for equipment damage or loss occurring during the rental period or before returned purchases are received by us.

5.2 Damage Assessment

Upon return, all equipment undergoes thorough inspection. Damage charges are based on:

• Actual repair costs for repairable damage
• Full replacement value for equipment damaged beyond repair or lost/stolen

You will receive an itemized damage report and invoice detailing all charges.

5.3 Dispute Resolution

If you dispute damage charges, you may:

• Request photographic evidence of the damage
• Obtain independent repair quotes (at your expense)
• Escalate the matter through our complaints procedure

6. Special Circumstances

6.1 Weather and Force Majeure

Severe weather, natural disasters, or other force majeure events may affect rental periods. In such cases:

• We will work with you to reschedule rentals where possible
• Refunds will be considered on a case-by-case basis
• No refunds are provided if you choose not to proceed with rental due to weather concerns

6.2 Equipment Malfunction During Rental

If equipment malfunctions during your rental period due to no fault of your own:

• Notify us immediately
• We will arrange replacement equipment (subject to availability)
• Rental charges for the malfunction period may be refunded or credited
• We are not liable for consequential losses due to equipment malfunction

7. Modifications and Extensions

7.1 Rental Extensions

Rental extensions must be requested and approved before the original rental period expires. Extensions are subject to:

• Equipment availability
• Payment of additional rental fees
• Our written approval

Unauthorized extensions (keeping equipment beyond the agreed period) will incur late fees as outlined in our Terms and Conditions.

7.2 Booking Modifications

Changes to booking dates, equipment selection, or delivery arrangements may be accommodated subject to availability. Modification requests should be made as early as possible.

Significant modifications made within 7 days of the rental start date may incur administrative fees.

8. Complaints and Disputes

If you are dissatisfied with our service or have concerns regarding refunds, please:

1. Contact us immediately at [email protected] or call +44 604 974 4932
2. Provide your booking reference and details of the issue
3. Allow us 5 business days to investigate and respond

We are committed to resolving all complaints fairly and promptly. If we cannot resolve your complaint to your satisfaction, you may escalate the matter through alternative dispute resolution services or consumer protection organizations.

9. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under UK law, including rights under:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Sale of Goods Act 1979

For more information about your consumer rights, visit www.citizensadvice.org.uk or contact Citizens Advice.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with a revised "Last Updated" date.

Your continued use of our services after changes constitutes acceptance of the modified policy.

11. Contact Information