Delivery & Returns Policy

Last updated: June 2026

1. Scope

This policy applies to all hire transactions and purchase (sale) orders placed with North East Theatre Supplies ("we", "us", "our"). It forms part of and is subject to our Terms & Conditions. In the event of any conflict between this policy and the Terms & Conditions, the Terms & Conditions shall prevail. Nothing in this policy affects your statutory rights where you are a consumer — we set out the relevant protections in section 5 below.

2. Hire Orders — Delivery, Collection & Cancellation

2.1 Delivery

We deliver hired equipment throughout the UK. Delivery charges are quoted at the time of booking and are non-refundable except where we cancel the booking. We will use reasonable endeavours to deliver within any agreed window, but time for delivery shall not be of the essence. We shall not be liable for any loss, cost, or expense arising from delayed or failed delivery outside our reasonable control.

The hirer must inspect all equipment immediately upon delivery and note any damage, shortage, or discrepancy on the delivery note. Any claim for damage or shortage must be notified to us within 24 hours of delivery, failing which the equipment shall be deemed to have been delivered in good condition and complete.

2.2 Hirer's Responsibility

The hirer is responsible for the equipment from the time of delivery until the time of return to our premises or our authorised collection agent. The hirer bears all risk of loss, theft, damage, or destruction of the equipment however arising (fair wear and tear excepted). The hirer shall insure the equipment for its full replacement value for the duration of the hire period.

2.3 Collection

At the end of the hire period, we will arrange collection from the delivery address at the hirer's cost (included in the hire charge where stated). Equipment must be made available for collection at the agreed time. If the hirer fails to make equipment available, we reserve the right to charge:

• An aborted collection fee of £25; and
• Additional hire charges for each day or part day until collection is completed.

2.4 Hire Cancellation by Hirer

Cancellation of a confirmed hire booking is subject to the following charges:

• More than 14 days before hire start: deposit forfeited (deposit is non-refundable) but no further charge.
• 7–14 days before hire start: 50% of total hire charge payable.
• Less than 7 days before hire start: 100% of total hire charge payable.

All cancellations must be made in writing by email to [email protected]. We strongly recommend the hirer takes out cancellation insurance. Hire cancellation by NETS (e.g. due to equipment unavailability) will result in a full refund of all sums paid — our liability is limited to the sums paid and we shall have no liability for any consequential or indirect loss.

2.5 Damage, Loss & Late Return

All damage, loss, or malfunction must be reported immediately. The hirer shall pay the full cost of repair or replacement (at our election) for any damage or loss however caused, fair wear and tear excepted. Unauthorised repair, modification, or misuse will render the hirer liable for the full replacement cost. Late return without prior agreement will be charged at double the daily hire rate for each day or part day overdue.

3. Purchase Orders — Delivery

3.1 Dispatch & Delivery

We aim to dispatch in-stock items within 2–3 working days. Delivery times are estimates only and time shall not be of the essence. We shall not be liable for any loss, cost, or expense arising from delayed delivery. Risk in the goods passes to the buyer upon delivery. Title in the goods passes only when we have received full payment in cleared funds.

3.2 Inspection & Shortfall Claims

The buyer must inspect all goods immediately upon delivery. Any claim for damage in transit, short delivery, or incorrect goods must be notified to us in writing within 7 days of delivery. If we are not so notified, the goods shall be deemed to have been delivered in good condition, correct in quantity and specification, and the buyer shall not be entitled to reject them.

4. Returns & Refunds

4.1 General Principle — No Right of Return

Subject only to the statutory rights of consumers set out in section 5 below, all sales of goods are final. Goods once delivered may not be returned for credit or refund. Specifically:

• Business customers: No right to cancel, return, or reject goods, except where the goods are defective and the defect is notified within 7 days of delivery. In such case, our liability is limited to repair or replacement at our option, or a refund of the purchase price if repair or replacement is not reasonably possible.
• Change of mind: We do not accept returns for change of mind, incorrect choice, or unsuitability for a particular purpose (whether by consumers or business customers), except to the minimum extent required by law for consumers.

Any authorised returns are subject to a minimum 20% restocking fee plus the cost of return shipping. No returns will be accepted without a prior returns authorisation number issued by us.

4.2 Custom, Bespoke & Special-Order Goods

Goods made to special order, customised, or bespoke to the buyer's specification are non-returnable and non-cancellable in all circumstances. Full payment remains due. If you are a consumer, your statutory right to cancel under the Consumer Contracts Regulations 2013 does not apply to bespoke or custom-made goods (Regulation 28(1)(b)).

4.3 Faulty or Defective Goods

If goods are faulty or defective on delivery, contact us immediately. We will arrange repair, replacement, or refund at our discretion. For consumers, this does not affect your rights under the Consumer Rights Act 2015 (including the right to reject within 30 days, to repair or replacement within 6 months, and ultimately to a refund). For business customers, our obligation is limited to repair or replacement at our option, and we exclude all liability for any consequential loss.

5. Consumer Rights — Statutory Cancellation Right

If you are a consumer purchasing goods online, the following applies in addition to the above terms. Nothing in sections 1–4 removes or limits your statutory rights.

5.1 Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your purchase within 14 calendar days from the day you receive the goods, without giving any reason. This right does not apply to:

• Bespoke, custom-made, or personalised goods;
• Sealed goods that have been unsealed after delivery where the goods are not suitable for return due to health protection or hygiene reasons;
• Goods that have become mixed inseparably with other items after delivery; or
• Audio or video recordings or software that have been unsealed after delivery.

5.2 How to Cancel

To cancel, email [email protected] stating your name, order number, and intention to cancel. You may use the Model Cancellation Form set out in Schedule 3 of the Regulations, but it is not required. The cancellation deadline is 14 days from the day you receive the goods.

5.3 Returning Goods After Cancellation

If you cancel, you must return the goods to us within 14 days of notifying us of your cancellation. Return shipping is at your own cost. You are liable for any diminished value of the goods resulting from handling beyond that necessary to establish their nature, characteristics, and functioning. We may deduct from the refund an amount reflecting any such diminished value. Goods must be returned in their original packaging with all accessories and documentation.

5.4 Refunds

We will refund the purchase price (including standard delivery costs) within 14 days of the earlier of: (a) our receipt of the returned goods; or (b) your providing evidence that you have returned the goods. Refunds will be issued using the same payment method you used for the original transaction. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

5.5 Hire Bookings by Consumers

Hire bookings are service contracts. The cancellation provisions in section 2.4 above apply. The 14-day cancellation right under consumer law does not apply to hire bookings once the hire period has commenced, and cancellation charges as set out in section 2.4 are enforceable provided they reflect our genuine pre-estimate of loss.

6. Check Your Delivery Area

7. General

6.1 Force Majeure

We shall not be liable for any failure or delay in delivery, collection, or refund caused by events outside our reasonable control, including but not limited to strikes, supplier failure, transport disruption, adverse weather, pandemic, fire, flood, or acts of God.

6.2 Contact

All notifications, claims, and enquiries under this policy must be directed to: