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Terms and conditions

Placing an order with us via our online booking form, by email, over the phone or via any other method of communication constitutes you having read, understood and agreed to the following terms and conditions.

Please read this agreement carefully. Upon entering into this agreement, you the client, agree to be bound by the terms within.

These are the only terms and conditions upon which we will form a binding contract with you. No alteration or substitution to these terms and conditions shall be valid unless agreed in writing by Illuminer.

Illuminer is a trading name of KMHL Limited.

OWNERSHIP

Illuminer provides goods for rent, and the ownership of these goods remains with Illuminer.

 

ORDERS – General

We reserve the right to withdraw our acceptance of your order if the goods requested are not readily available to us, and will refund in full any payment you have made for the goods that are unavailable.

ORDERS – Rentable goods

We reserve the right to substitute an item for an alternative item i.e. if breakages, delayed returns or lost items have occurred as a result of a previous client order. Any necessary substitutions will be communicated to you prior to your collection or dispatch date.


PAYMENTS - General

The preferred method of payment is by credit card or debit card through our online order system. If this is not possible, payment via credit or debit card over the telephone or in person may be possible. We are also happy to accept payment by bank transfer.

Unless otherwise agreed, we do not accept cash or cheques. If a cheque payment has been agreed, it must be accompanied by a cheque guarantee card number and card expiry date – these details must be added to the back of the cheque prior to sending.

PAYMENTS - Rentable goods

Rentable goods with an order value over a certain threshold may be entitled to a partial payment system. Where this is applicable, all goods hired will require a 50% non-refundable deposit at the time of the booking to secure the order. If the required collection/delivery date is within four weeks of placing your order, full payment will be required.

The balance of the complete cost of the hire (inclusive of any delivery and collection charge) is due for payment four weeks prior to the goods being dispatched/collected.

If the balance payment is not received, Illuminer reserves the right to withdraw our acceptance of your order. Goods will not be available for collection or dispatched without receipt of the balance.  

Delivery will not be made and the goods will not be made available for collection without receipt of the full invoiced balance and security deposit transaction.

If you wish to arrange an extended hire and hold your hired goods for longer than the contracted period, please contact us in advance to check availability of the products and also the costs for the extended hire.

No refunds or credit notes will be issued for any items that are returned unused.


SECURITY DEPOSIT

A security deposit is required for rentable items.

A security deposit must be provided with the balance payment a minimum of five days prior to the start of the rental period of the goods. The sum of money is dependent upon the value of the goods being supplied and is held as a deposit against the safe and prompt return of the goods under hire.

The security deposit will be in the form of a pre-authorised card payment. No money will be taken from your account, however, the sum of money will be held on your account for the duration of the hire and until the goods are returned and checked in correctly.

The replacement cost of all losses and damages will be taken from the deposit. This action will not be taken without prior discussion with you, the client.

Substitute items will not be accepted and all damaged items remain the property of Illuminer and must be returned.


REFUNDS

In a situation where Illuminer has failed to comply with the approved customer order instructions through either errors, omissions or if the product is faulty, we will more than happily either exchange the product, repair the mistake or issue a refund. The choice of which will be at Illuminer’s discretion. Illuminer will aim to reply within 30 days of receiving the returned products with a decision on the best course of action. 

Notification of an issue/fault with an order must be made by email/letter to Illuminer within seven days of delivery or collection, and in all cases issues must be reported before the items are used at an event. The product must be retained in an unused condition and the cost of any loss or further damage to the product will be charged to the customer.

We do not accept and cannot process any returns without a returns number and accompanying documentation which will be provided after notification. Any items returned incorrectly will be subject to a reshipping and handling charge. To request a returns number please email: contact@illuminer.co.uk. For your protection we recommend that you return the goods to Illuminer in person or use a recorded delivery or courier service with adequate insurance cover, as Illuminer cannot be held responsible for goods not received. The cost of return is not born by Illuminer. 

Where there is minor fault we may suggest an alternative remedy.

Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. Please note that any carriage charges already incurred by Illuminer at the point of cancellation will not be credited.

Returned items should be delivered to: Illuminer, St Dunstans House, Bedminster Down Road, Bristol, BS13 7AB, United Kingdom.


CANCELLATION AND CHARGES

Any deposits paid on hired goods are non-refundable. Partial refunds on the complete balance may be agreed by Illuminer depending on the proximity to the hire start date. 

The United Kingdom's Distance Selling Regulations 2000 provide you with a legal right to cancel your order for products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give us any reason for cancellation. 

If, for any reason, you wish to cancel your order you should email us at contact@illuminer.co.uk in the first instance. All cancellations or reductions in numbers of items to be hired must then be confirmed in writing and will only become effective upon receipt of your cancellation email or letter.

You will incur a cancellation charge based upon the value of the balance owing. This amount is dependent upon the length of notice we receive from you. This is calculated as follows:

– Cancellations made more than four weeks prior to the first day of your hire period will be exempt from a cancellation charge. Please note, your 50% deposit is non-refundable but no charge will be levied against the balance owing.

– Cancellations made less than four weeks prior to the first day of your hire period will be charged at 75% of the balance owing on the total contract price.

– Cancellations made within seven days of the first day of your hire period will be charged at 100% of the balance owing on the contract price.

You will be contractually required to settle any outstanding balance.

 

GETTING YOUR HIRE GOODS

Collections and returns

Goods which can be picked up or dropped off, can only be collected from/returned to Illuminer during our office hours: 10am - 5pm, Monday to Friday (excluding public holidays). Timings must be agreed with Illuminer in advance of the hire period commencing. 

You will be required to sign for your goods upon collection. When the goods are returned they will be inspected by the Illuminer team within five working days of receipt. Any security deposit taken will be refunded in full or the pre-authorised amount released providing no charges need to be incurred.

Flowers or additional decoration must be removed before the goods are returned to Illuminer, and all goods must be properly cleaned (as directed) and returned in the condition in which they were collected from Illuminer. Please ensure that all containers are dry prior to placing in the packaging. 

Hired goods must be returned in their original packaging and packaged as supplied. Failure to do so may result in breakages and therefore charges against your deposit.

Please be aware that the goods remain your responsibility until they have been returned to our care at the end of the hire period. You should therefore make every effort to ensure that the hired goods are kept dry and are retained in a secure place until this time. Goods that are not returned will be charged at the value price. Prices can be provided on request.

Couriers

With prior agreement, some items may be shipped by a traditional courier service, for example UPS, when it is safe to ship and there is a low risk of damage. These items will require a signature upon receipt. The goods will be deemed to be delivered when they are signed for. Illuminer will not be held responsible for non-delivery of any posted goods. Tracking numbers can be provided upon request for traceability whilst in transit.

Items which are delicate can be shipped using our designated courier service or delivered/collected in person by a Illuminer representative. The designated courier service is a private direct delivery. Delivery charges are quoted on an individual basis, based on the location postcode. You or an appointed person will be required to inspect and sign for the goods at the time of delivery.

Any person other than the hirer who signs a delivery/collection note at the venue is deemed to be authorised to do so.

Please be aware that the goods remain your responsibility until they have been returned to our care at the end of the hire period. You should therefore make every effort to ensure that the hired goods are kept dry and are retained in a secure place until this time. Goods that are not returned will be charged at the value price. Prices can be provided on request.

Hired goods must be returned in their original packaging and packaged as supplied. Failure to do so may result in breakages and therefore charges against your deposit. All items must be repacked and stored together ready for collection or delivery. 

Flowers or additional decoration must be removed before the goods are returned to Illuminer, and all goods must be properly cleaned (as directed) and returned in the condition in which they were collected from Illuminer. 

Illuminer, and our designated couriers, are not responsible for gathering hired items, and if goods are not ready to collect at the agreed time then an additional call-out maybe required and additional costs will apply for the call out and extended hire period. Please ensure that all containers are dry prior to placing in the packaging. Goods not available for collection on the agreed date and time will incur an additional collection fee plus a 25% of the listed hire price per item per day.

Illuminer will make every effort to ensure contracted couriers collect and deliver your order at the pre-agreed times, however we will not be liable for any loss arising directly or indirectly from any delay in the delivery or collection of the goods.

 

DAMAGED GOODS – rentable goods

Goods in your care shall remain your responsibility at all times.

When goods are returned damaged in any way, Illuminer has the right to charge you the replacement cost or repair charge and add this to your invoice or deduct the amount from your deposit.

Details of these charges are available upon request. The hirer shall be solely responsible for the hired goods. Hotels/venues/florists/wedding planners/any other third party involvement will be exempt from any responsibility regarding hired goods and will not be held accountable should any damage occur whilst in their possession.


WARRANTIES

We warrant that at the time of delivery goods will be of satisfactory quality; however we are not liable for any damages or losses incurred during transit. We reserve the right to choose an appropriate replacement to your specified item should the necessity arise. Any necessary substitutions will be communicated to you prior to collection or prior to your order being dispatched.


LIABILITIES

In no circumstances shall Illuminer's liability to you exceed the invoice value of the contract.

Neither Illuminer or any of our employees will be liable in respect of damages/injury/loss or any other damage incurred in respect of this hire, as a result of any defect or damage to the item, and the customer shall satisfy himself/herself of the suitability/condition/placement of the hire goods upon receipt.

Caution should be exercised in particular with the use of candles; Illuminer willnot be liable for any damage/injury/loss caused as a result of using candles. Permission should be sought by you from the venue as to the suitability of all items hired.


LAW

These terms and conditions and any contract formed between us shall be governed by the laws of England and you agree to submit to the exclusive jurisdiction of the English courts.

If for any reason you are not entirely satisfied with your goods, your statutory rights are not affected and complaints can be made in writing to Illumner or via email to contact@illuminer.co.uk.

  • ILLUMINER

    ADDRESS  
    St Dunstans House, Bedminister Down Road, Bristol BS13 7AB
  • EMAIL 
    contact@illuminer.co.uk