Cancellations & Refunds

Draft document. These terms have not yet been reviewed by a solicitor. We recommend seeking your own advice before relying on them, and we intend to have them professionally reviewed in due course.

Your statutory cancellation rights (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers generally have a legal right to cancel most orders made online within 14 days, without giving a reason.

Crate hire is a service, and that service begins when we deliver your crates. If you ask us to deliver within that 14-day window, you are asking us to start the service before the cancellation period has ended. That's usually what customers want — you booked crates because you need them for a move — but it does affect your cancellation right.

In plain terms: by requesting delivery inside the 14 days, you accept that you may lose part of that cancellation right in proportion to the service we have already provided. That is why the rules below exist — once we've withdrawn crates from stock and prepared them for your date (or actually delivered them), part or all of the hire charge reflects work already done for you. The 48-hour and post-delivery rules below set out exactly how this is applied.

You should see and acknowledge this trade-off at checkout before completing your booking.

Cancelling a booking

Cancel more than 48 hours before your delivery date and you'll receive a full refund. Cancel within 48 hours of delivery and we refund 50% of the hire charge, as the crates have been withdrawn from stock and prepared for your move.

Collection outside our service area

The £15 collection fee covers collection from an address within our service area (Norwich and surrounding areas), wherever the crates were originally delivered. If your crates need collecting from outside that area — for example if you relocate further away during your hire — please contact us. We'll quote for collection based on the actual distance, and you can either accept the quote, return the crates yourself, or cancel the collection service for a refund of the £15 fee.

Cancelling after delivery

Once crates have been delivered the hire has started and the hire charge is non-refundable. If you finish early you're welcome to return the crates sooner — no partial refund applies.

Faulty, dirty or unsatisfactory crates

If crates arrive damaged, dirty or not as described through no fault of your own, let us know as soon as possible and we will put it right at no cost to you — either by supplying replacement crates or, if we can't, by refunding the affected part of your hire charge. This is consistent with your rights under the Consumer Rights Act 2015, which requires goods and services to be of satisfactory quality and as described.

Changing your dates

Date changes are free where requested more than 48 hours before delivery and subject to availability on your new date. Contact us at info@norwichcratehire.co.uk with your booking reference.

Packing extras

Tape and bubble wrap are sold, not hired. Unopened extras can be returned with your crates for a refund; opened items are non-refundable.

Refund method

Refunds are issued to the original payment method within 5–10 working days of approval.

Your statutory rights

Nothing in this policy affects your other statutory rights as a consumer.