Refund policy

Refund, Cancellation, and Hire Policy

Hire Bookings and Cancellations

All items provided by Ember & Phoenix are supplied on a hire basis only for a specified date or period.

Once a booking has been confirmed and payment received, the hire period is reserved exclusively for the customer. As a result, hire bookings are non-refundable except as set out below.

Cancellation requests must be submitted in writing to info@emberphoenix.com.

Cancellation Terms

  • Cancellations made more than 14 days before the scheduled delivery date may be eligible for a partial refund, excluding any non-refundable fees.

  • Cancellations made within 14 days of the scheduled delivery date are non-refundable.

  • Cancellations made within 72 hours of delivery will result in the full hire fee being forfeited.

Delivery fees, setup fees, and other service-related charges are non-refundable once scheduling and route planning has commenced.

Changes to Bookings

Requests to change delivery dates, times, or hired items are subject to availability and must be approved by Ember & Phoenix. Changes requested close to the delivery date may incur additional fees or be refused.

Non-Returnable Nature of Hire Items

Because all items are hired for temporary use:

  • Items cannot be returned early for a refund

  • Items cannot be returned unused for a refund

  • Hire fees are charged for the reserved period, not for usage

This policy applies regardless of whether items are ultimately used by the customer.

Damages, Loss, and Issues on Delivery

Customers must inspect hired items upon delivery.

Any issues, including damage, missing items, or incorrect items, must be reported immediately at the time of delivery or as soon as reasonably practicable by contacting info@emberphoenix.com.

Photographic proof of delivery is recorded. Issues reported after delivery and acceptance may not be eligible for resolution.

Normal signs of use are expected. Excessive damage, loss, or missing items may result in repair or replacement charges.

Responsibility During Hire Period

Once items have been delivered, responsibility for their care, security, and condition transfers to the customer for the duration of the hire period.

We are not responsible for:

  • theft

  • vandalism

  • weather damage

  • misuse

  • damage caused by guests, venues, or third parties

Collections and Early Returns

Collections are scheduled in advance. Items must be returned to the agreed collection location at the agreed time.

Early return of items does not entitle the customer to a refund or partial refund.

Exceptions

Refunds may be issued at our discretion only in the event that:

  • Ember & Phoenix is unable to fulfil the hire due to fault on our part

  • Items are unavailable and no suitable replacement can be provided

In such cases, liability is limited to the hire fees paid for the affected items only.

Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Please note that the 14-day cooling-off period for distance sales does not apply to hire services booked for a specific date, in accordance with the Consumer Contracts Regulations 2013.

Contact Information

Ember & Phoenix is a trading name of Delite Event Creations UK Limited (Company No. 15948532), registered in England and Wales.

For any questions regarding this policy, please contact:

Ember & Phoenix
Email: info@emberphoenix.com