Return Policy

1. Introduction

This Return Policy outlines the terms and conditions regarding the return of rental items, deposit returns, and refund procedures for crozelonchon ("we," "us," or "our").

As a furniture and décor rental company, our return policy differs from traditional retail businesses. This policy governs the return of items to us after the rental period, as well as our procedures for returning deposits and handling refund requests.

2. Rental Returns

2.1 Collection Process

Upon completion of your event, our team will collect all rented items based on the agreed collection time and date in your rental agreement. For standard events, collection typically occurs within 24 hours after the event concludes.

Our collection process includes:

  • Inventory check of all items against the original delivery receipt
  • Basic condition assessment at the venue
  • Secure packing and loading of items
  • Collection confirmation signed by our team and, when possible, a client representative

2.2 Client Responsibilities

As the client, your responsibilities for rental returns include:

  • Ensuring all rented items are available and accessible at the agreed collection time
  • Removing any personal items, decorations, or attachments from the rental furniture
  • Basic cleaning (removal of food debris, confetti, etc.) - professional cleaning is included in the rental fee
  • Reporting any damage, stains, or missing items prior to collection
  • Providing venue access for our collection team

Failure to fulfill these responsibilities may result in additional fees or delayed deposit return.

2.3 Self-Return Option

For select smaller items (such as tabletop décor, small accessories), we offer a self-return option at a reduced rate. If you choose this option:

  • Items must be returned to our warehouse at Unit 1/46 Denninup Way, Malaga WA 6065 within the agreed timeframe (typically within 48 hours after the event)
  • All items must be properly packaged to prevent damage during transport
  • A return receipt will be provided upon successful return

Late self-returns or items returned in poor condition may incur additional fees.

3. Damage Assessment

3.1 Post-Collection Inspection

After collecting the rental items, we conduct a thorough inspection at our facility. This inspection includes:

  • Detailed condition assessment of all returned items
  • Documentation of any damage not present at delivery
  • Identification of any missing items
  • Professional cleaning assessment

This inspection is typically completed within 2-3 business days after collection.

3.2 Damage Classification

We classify damage into the following categories:

  • Normal wear and tear: Minor scuffs, slight fabric indentations, or other minor issues that do not affect functionality or appearance from a reasonable distance. These are covered by your rental fee and do not incur additional charges.
  • Minor damage: Visible but repairable damage such as small stains, minor tears, or scratches that require professional attention but don't compromise the item's usability. These typically incur a partial damage fee based on repair costs.
  • Major damage: Significant damage that affects the item's functionality, appearance, or longevity, such as large tears, structural damage, or severe stains that cannot be completely removed. These may incur a substantial damage fee or full replacement cost.
  • Total loss: Items that are missing, destroyed, or damaged beyond repair. These incur the full replacement value of the item.

3.3 Damage Documentation

If damage beyond normal wear and tear is identified:

  • We will document the damage with photographs
  • We will notify you of the damage within 5 business days of collection
  • We will provide an itemized list of damages and associated costs
  • You will have the opportunity to review this documentation

Clients who have purchased our Damage Waiver will have coverage for minor accidental damage as outlined in their rental agreement.

4. Security Deposit Returns

4.1 Standard Deposit Return Timeline

If a security deposit was required for your rental, it will be returned as follows:

  • For rentals with no damage or missing items: Within 5-7 business days after collection
  • For rentals with damage assessment pending: Within 7-10 business days after collection, following damage assessment

Deposits are returned via the original payment method when possible, or by bank transfer or check if the original method is not available.

4.2 Deposit Deductions

Your security deposit may be reduced by the following amounts:

  • Cost of repair or replacement for damaged items
  • Replacement cost for missing items
  • Additional cleaning fees for items returned in excessively soiled condition
  • Late return fees for self-return items not returned by the agreed deadline
  • Any other additional costs incurred due to breach of the rental agreement

An itemized list of any deductions will be provided prior to processing your deposit return.

4.3 Credit Card Authorization

For rentals where a credit card authorization was held instead of a traditional deposit:

  • The authorization hold will be released within 5-7 business days after collection if no issues are identified
  • If damages or other charges are applicable, you will be notified before your card is charged
  • Only the actual amount of damages or additional fees will be charged

5. Cancellations and Refunds

5.1 Cancellation Policy

Our cancellation policy for rental orders is as follows:

  • More than 90 days before the event: Full refund of any amounts paid, minus the non-refundable booking deposit (30% of total rental fee). The deposit may be transferred to a future event within 12 months.
  • 30-90 days before the event: 50% refund of any amounts paid beyond the initial deposit. The deposit is non-refundable.
  • Less than 30 days before the event: No refund. Full payment is required.

All cancellations must be submitted in writing via email to relations@crozelonchon.world.

5.2 Order Modifications

Modifications to your rental order are subject to the following terms:

  • Additions: Subject to availability, additions can be made to your order up until 14 days before your event. Payment for additions is due at the time of modification.
  • Reductions: Reductions in your order are subject to the same refund percentages as our cancellation policy based on the timing of the reduction request.
  • Date Changes: Date changes requested more than 60 days in advance can be accommodated subject to availability, with no additional fee. Date changes within 60 days of the event are subject to a rescheduling fee of 10% of the total rental amount.

5.3 Special Circumstances

We recognize that exceptional circumstances beyond your control may occur. In cases of:

  • Natural disasters or severe weather events affecting the event location
  • Unexpected venue closures not caused by the client
  • Government restrictions prohibiting gatherings
  • Other force majeure events

We will work with you to reschedule your rental or provide a more flexible refund arrangement. Each situation will be evaluated on a case-by-case basis.

5.4 Refund Processing

When a refund is approved:

  • Refunds will be processed within 7-10 business days of approval
  • Refunds will be issued via the original payment method when possible
  • Credit card refunds may take an additional 2-5 business days to appear on your statement, depending on your financial institution

6. Dispute Resolution

If you disagree with any damage assessment or deposit deduction:

  1. Contact our customer service team within 5 business days of receiving the damage report or deposit return notice
  2. Provide a written explanation of your dispute and any supporting evidence
  3. Our management team will review your case and respond within 5 business days
  4. If an agreement cannot be reached, we offer a third-party mediation option

We are committed to fair and transparent resolution of all disputes and will make every reasonable effort to reach a satisfactory outcome.

7. Contact Information

For all inquiries regarding returns, deposits, or refunds, please contact:

  • Returns & Collections Department
  • Email: relations@crozelonchon.world
  • Phone: +61 45 870 0656
  • Address: Unit 1/46 Denninup Way, Malaga WA 6065, Australia

Business Hours: Monday-Friday, 9am-5pm AWST

8. Policy Updates

This Return Policy may be updated periodically to reflect changes in our business practices or legal requirements. The most current version will always be posted on our website with the effective date clearly indicated.

Rental agreements are governed by the Return Policy in effect on the date the rental agreement is signed.