Returns & Cancellations Policy

1) Cancellations (before delivery/collection)

  • If you need to cancel, please contact us as soon as possible by email or phone.
  • If your hire has not yet been dispatched, we will confirm the cancellation and any refund due.
  • If a booking has already been dispatched or is in transit, delivery/collection charges may still apply.

2) Early return (ending the hire early)

  • If you return items early, the hire fee is usually not refundable, as the items were reserved for your dates.
  • If you’d like to extend your hire, please contact us before your agreed return time so we can confirm availability and pricing.

3) Faulty or incorrect items

If an item arrives damaged, not working (where applicable), or you believe you have received the wrong item, please:

  1. Notify us immediately (ideally within 2 hours of delivery/collection).
  2. Provide clear photos (and video if relevant).

We will work quickly to:

  • Arrange a replacement (where available), or
  • Offer a suitable alternative, or
  • Agree an appropriate refund/credit (including hire and/or delivery charges, depending on the situation).

4) Condition on return

  • Items must be returned on time, in the same condition as supplied (fair wear and tear excepted).
  • Please keep all packaging, accessories, and parts together and return everything provided.

5) Late returns

  • Late returns may be charged at an additional daily hire rate (or as agreed in writing).
  • If you think you’ll be late, tell us as early as possible so we can help.

6) Loss and damage

  • You are responsible for items from the time they are delivered/collected until they are returned and checked in.
  • Loss, theft, or damage may be charged at the repair or replacement cost.

7) How to contact us

House Of Props 30 Plym Close, Aylesbury, Buckinghamshire, HP21 8SY Phone: +44 01296 925837Email: info@houseofprops.uk

8) Updates to this policy

We may update this policy from time to time. The version shown on our website applies at the time you place your booking.

Need Help?

Contact us at info@houseofprops.uk for questions related to refunds and returns.