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Order Procedure

1. On at least your first hire the delivery address must be the same address as the address the payment card is registered to.

2. The cardholder must be 18 years or over.

3. The cardholder will have to provide us with certain paperwork before the goods are dispatched. The paperwork required is explained on the order confirmation email you will receive once the order has been placed. The paperwork will need to be supplied at the very latest by 1pm on the day of dispatch, to enable it to be processed and verified by the accounts team.

4. You can then choose to select the Damage Waiver option - there will be a deposit amount which will need to be paid 7 days before the dispatch date, this will be fully refunded upon safe return of the goods.

OR

5. You can choose the Security Deposit, this will need to be paid 7 days before the dispatch date and will be fully refunded upon safe return of the goods.

6. Two phone numbers will need to be provided, one mobile and one landline. These will need to be verified before dispatch.

7. Once paid, an order confirmation will be emailed to you.

8. You will be contacted by telephone by one of our Customer Service Advisers to go through the order details before the equipment is dispatched.

9. On the day before delivery you will receive an email confirming the equipment has been dispatched.

10. Delivery is by 12pm (for most locations) on the working day before hire, unless there is a problem or otherwise advised.

11. If anything were to go wrong with the equipment in transit, or with transit itself, the back-up plan would be to have the goods with you by 10am on the next working day (usually your first hire day), area and weather permitting.

 

Return Procedure

1. You will receive a return reminder email the day before your goods are due to be picked up. Collections are an ALL-DAY SERVICE; this can be from a different address to the delivery address OR you could pre-book to drop into one of the APC courier depots or Click and Collect points. If you need to make any changes to your booked return details, you would need to do this by 5pm the working day before return.

2. Once the goods have arrived back to us you will receive a return confirmation email, attached to this is a survey. If for some reason there is a hold up in the goods arriving back to us, unfortunately you will keep on getting the automated email.

3. Once the goods have been unpacked and checked, you will receive a final email stating your deposit has been refunded. The refund can take 3-8 working days to show back in your account.

4. If there are missing/broken items on the return of the goods, your deposit will be held until the goods have been returned or we have charged you accordingly.

You have within 1 working day of being notified, to send the goods back by Royal Mail Special Delivery or by an approved carrier. After this the costs of replacing the item will be deducted from your deposit automatically, along with a £15 administration fee for each missing or damaged part.

 

How the hire charge is calculated

Any length of hire period is available from 1 day to 28 days (longer periods are available on request). You can choose any piece of equipment you require (or indeed a combination of multiple pieces), the only stipulation being that our minimum hire charge (excluding VAT) is £60 for your first hire, thereafter reducting to £30. Charges are as shown on the site – for periods in between those quoted, we will calculate a pro-rata fee.

We always aim to deliver by 12pm one working day before you want to use the equipment. That way we have plenty of time to resolve any problems such as a mis-sort or a failed delivery. On the rare occasion this happens, we will arrange for the equipment to be with you by 10am the following working day. If you are using the equipment before 10am on your first day of hire, it is advisable to hire a day earlier to allow us time to rectify any possible problems.  Please do feel free to discuss this with us if you have any queries.

Collection takes place the working day after your hire period has ended.

 

Extension of hire

If you need to extend your hire period, please call us as soon as possible – as long as the equipment has not been booked for another customer, we will happily extend your booking and take payment for the additional hire duration requested. 

Please note, if you wish to extend on your day of collection, a failed courier fee will apply. 

 

Early return of equipment

You are more than welcome to return the equipment early. Just contact us and we can arrange collection. Understandably, as the equipment will have been booked out and therefore allocated, we cannot offer a refund of the remaining hire period.

 

Cancellation of orders

Any order cancelled by the Hirer will incur a £25 admin charge, will apply up until 2 working days before the date of dispatch of the order, after this the Hirer shall be liable to pay to the Company a cancellation charge equal to half the agreed hire charge. If the Hirer cancels the order within 1 working day of the dispatch date, the Hirer shall be liable to pay to the Company a cancellation charge equal to the full hire charge.  Where the Customer is such that the hire would be subject to the provisions of the Consumer Protection (Distance Selling) Regulations 2000, the Customer shall have the right to cancel the order by written notice up to 14 working days after confirmation of that order. By accepting delivery of the equipment ordered, defects or deficiencies notwithstanding, the customer agrees to pay the hire and courier charges for said equipment. 

 

Bank holidays

Hireacamera offers bank holidays and Sundays for free, this offer covers all of our equipment and is applied automatically when you place equipment in your basket.

 

Taking equipment outside of the UK

You are more than welcome to take the equipment out of the UK, we will just require proof of your return journey.

 

What you get with the equipment

You can find out what we provide for each individual model by clicking on the 'Included' tab on the product description page on our website.

How we deliver

The equipment will be dispatched from us at around 5pm the working day before delivery to ensure that this deadline is made, all orders will be packed by this time. A dispatch email will be sent to you once the equipment has left us.

All deliveries will be attempted before midday on the day of delivery (area permitting). In the unlikely event of a courier delay or problem, we will organise either for that equipment to be re-delivered or we will send you replacement equipment. In either case, this will arrive either later that day or before 10am on the first morning of the hire (area permitting).

You will be required to be present to receive and sign for the equipment. For your first hire, the equipment will normally need to be sent to the registered address of the debit/credit card holder. Thereafter you are more than welcome to have it delivered elsewhere (as long as it is a secure location and we have agreed upon it) or collect the equipment from a local APC depot or Click and Collect point.

Please do contact us if your equipment has not arrived on time – the longer we have to resolve the situation, the better we can serve you! 

 

How we collect

Unlike some hire companies, collection is included in your charge and is something we organise ourselves.  Details of your collection will be included in your dispatch documents. Please do note that this is an all-day collection, so we cannot specify pickup times.

If you are not able to stay in, you have two options – you can either provide us with an alternative collection address or you can drop it off at your nearest APC depot or Click and Collect point. If you opt for either of these then you’ll just need to let us know the working day before your day of collection. 

 

Same day delivery

In some areas we are able to arrange same-day nationwide delivery, please contact us for details of costs and availability. 

 

Additional delivery costs

Additional costs may be incurred for early morning delivery, delivery to the Scottish Highlands, Isle of Wight and Scottish Offshore. 

 

How quickly can I get the equipment?

We will always try our best to get equipment to you as soon as possible.  If you are an existing customer, then as long as you contact us before 4.30pm and we have the equipment in stock, there is nothing to stop it being dispatched immediately to be with you the next day.

If you are a new customer, please do allow more time as we will require all your documentation to be verified before the equipment can leave us. 

 

How everything is packed

Almost without exception, all of our equipment will be delivered in a flight case (Pelicase or Storm Case).  Tripods are shipped either in padded bags or in hard cases. Please do check everything as soon as it arrives and let us know by 4pm at the very latest on the day of delivery if there is a problem.  If you do not inform us before 4pm, you will be held liable for any defects or deficiencies. 

 

Delivery to work

Normally all new customers will be required to have their goods delivered to the registered address of their debit/credit card.  If you are an existing customer, we are happy to deliver the goods to an approved alternative address, so if it suits you better to receive the goods at work, we will happily arrange it.  Please ensure that we have clear delivery instructions and the name and contact details of the person that will be signing for the goods.  As the hirer, you are responsible for those goods, so it is imperative that they are accounted for upon arrival.

 

Delivery to hotels

In some cases delivery can be made to a hotel provided you book a dedicated courier service, this will incur additional costs. Please ensure that we have clear delivery instructions and, if possible, the name and contact details of the person that will be signing for the goods. We reserve the right to refuse delivery of goods if we are not completely satisfied.

 

Current restrictions

Due to the current Brexit complications, we are currently unable to service Northern Ireland and non-mainland British Isles. This is subject to change, please get in touch to check service availability in your area.

Unfortunately, international delivery is not currently possible.

 

COVID UPDATE - Please note that currently our Click & Collect service is not operating due to store closures.  As restrictions are lifted, we will update our service accordingly.

Welcome to our Click & Collect service, which enables you to get on with your day without having to wait in for delivery or collection, you can pick up and drop off your hired equipment from various different points around the country.

Put your postcode into the box below to see your nearest location. Please note that you cannot pick up before 1pm on your day of delivery and on your drop back day you must do this before 11am. If you have any questions about this service please call our Hire Office.

Search for collection points within:
or

 

 

 

Please click on the link below to be taken to the APC website to find your nearest Drop Off Point.

SEARCH FOR APC LOCATIONS

 

 

 

New customers will be subject to a thorough identification verification process in order to reduce the risk of loss by the Company. All information submitted as part of the verification and application process will be treated in the strictest confidence. It is necessary for the Company to be satisfied as to the good intentions of new customers where potentially expensive camera equipment is being hired. It is not the intention of the Company to intrude into a Customer’s privacy except in so far as it helps to protect the Company’s interests.

Please send all paperwork via email to enquiries@hireacamera.com.

For all hires, the Company requires two valid UK telephone numbers from the Hirer.

LIMITED COMPANY HIRE

For a limited company hire, an order confirmation letter is required on company letter headed paper, signed and dated by the cardholder. 

The letter will need to include:

 • The company registration number

 • Confirmation of full details of the hire

Please use the following example:

Dear Hireacamera.com,

I, (NAME), authorise you on behalf of (COMPANY NAME, COMPANY NUMBER) to debit the card details that I have provided for this and all future hires placed through our Hireacamera.com online account. I give you permission to hold the appropriate debited deposit until safe return of the goods.

I confirm this statement to be valid up to and until specified otherwise.

Yours sincerely

Signature…………………………………..

Print Name…………………………………

 Date…………………………………………

Full Name and signature of the authorised card holder:

....................................................................

....................................................................

If the payment card is registered to a residential address, we will require a colour copy of one of the below:

 • Valid EU passport (if the Hirer is from outside of the EU, a valid residency permit is required in addition to passport)
 • UK photo driving licence


PERSONAL HIRE

The Company requires two valid UK telephone numbers and two forms of ID – one from Section A and one from Section B:

Section A

• Colour copy of valid EU passport (if the Hirer is from outside of the EU, a valid residency permit is required in addition to passport)
• Colour copy of valid UK photo driving licence

Section B

 • Utility bill (dated within 6 months)
 • Council tax letter (annual)
 • Bank / credit card statement (most recent full-page - can be an on-line PDF)

Please note that we use a risk assessment service to qualify your documents.

If you have created your account over the phone – rather than via our website, we will need you to return our Terms and Conditions – approved and signed by the authorised credit/debit card holder.

Please be aware that on a first time hire you may be asked to provide details of a referee

Where we are not satisfied with the validity of either the intended hirer or the purpose for which the equipment is being hired, we reserve the right to refuse to hire. Your statutory rights are not affected, and all documentation provided will be destroyed.

 

 

 

Methods of Payment

Normal payment is taken by credit or debit card. We accept the following cards: 

Credit cards

In certain circumstances, we can accept a BACs payment in advance – please contact us for further details.

When the debit/credit card is charged

The hire fee will be taken when you place your order, upon which time your chosen equipment will be reserved.

You will need to log into your account and make payment of the deposit within 7 days of your equipment dispatch date OR on the day of booking if the hire is due to be dispatched within 7 days. The deposit will be refunded upon safe return of the goods. Please note that whilst the deposit is refunded promptly, it can take up to 5-7 working days to appear on your statement, depending on your bank.

VAT

Throughout the website and on any quotations, you will see both Inc. and Ex. VAT prices listed. 

 

 

 

What to do in the event of damage

In the event of loss or damage to equipment, contact us via phone or email immediately. 

If the equipment arrives in a damaged state from the courier and we have established that nothing can be done to rectify the situation with that existing equipment, we will normally arrange for collection of the goods. Dependant on stock and circumstances, we will attempt to redeliver replacement equipment of the same or similar specification.

If you damage the equipment during your hire, on return of the equipment, our check-in department will inspect it and a preliminary quotation for repair or replacement will be obtained. If a deposit was taken upon placement of your order, this amount will be held and any balance of monies between that of the deposit and the repair/replacement value will be charged to your card.

If you have opted for the Security Deposit, if the repair amount exceeds that of the deposit the outstanding balance will need to be paid immediately.  Dependent on the severity of the damage or supply of replacement parts and thus the length of repair, a penalty charge may well be incurred due to a loss of hire of the equipment to other customers.

If you have opted for the Damage Waiver, any costs for accidental damage above the deposit amount you have already paid will be covered by us.

Please note that in the event of any theft, the incident must be reported to the police immediately and a crime reference number obtained. In the event of damage or loss by an airline you will need to obtain a Property Irregularity Report from the airline at the airport where the damage is first discovered (i.e. the airport in which you arrive when you discover the damage or loss).

A claim form will be sent for you to complete and return. Hireacamera may need to send a member of staff to see you if deemed necessary.

Please be aware that you are required to provide all reasonable assistance requested of you and also to provide any documentation reasonably requested.  Failure to do so could make the claim null and void.

Wear and Tear

We understand that the equipment may, overtime, pick up the odd minor scratch or mark, however, any marks to lens glass and obvious neglect of use under your care will be treated as damage and you will be charged.  To give you a better idea of what is and is not accepted as wear and tear, please have a look at the following guides:

Guide to camera body wear

Guide to lens wear

Guide to large accessory wear

Guide to small accessory wear

 

 

 

When placing an order, you will need and pay either the Damage Waiver Deposit and Premium or the Security Deposit. The deposits will be held for the duration of your hire and refunded on safe return of the equipment to Hireacamera.com.

Quick Overview

Deposit Type

What am I covered for?

Why would I opt for this deposit option?

Do I need my own insurance?

Any additional upfront charges?

How is the deposit calculated?

Damage

Loss

Theft

Damage Waiver

Yes, accidental damage only.

No

No

You are covered for any accidental damage above the deposit amount you put down.

Optional. You may want to cover theft and/or loss.

Yes. There is a non-refundable premium for this service.

This varies dependent on equipment.

The premium varies on equipment value and length of hire.

Security Deposit

No

No

No

Great if you have your own insurance cover as you will get the full deposit back on safe return of the equipment.

Optional up to £1,250 deposit.

£1,250+ deposit, you will need to provide proof to Hireacamera.

No

25% total equipment value.

 

(You can use this to calculate the amount you will need to insure.)

Damage Waiver

The damage waiver covers any accidental damage to the equipment above the deposit amount that you have already paid.

There is a non-refundable premium for this service, and you would NOT be covered for any loss, theft or negligence and would be liable for the full cost of the equipment.

The deposit is calculated on a percentage of the full equipment value. The premium is calculated on the length of hire and varies dependent on equipment.

The damage waiver is only available on equipment up to the value of £10,000.00.

Payment for missing equipment and parts/accessories will be held from your deposit. If the cost of missing parts exceeds your deposit, the outstanding balance will need to be paid in full immediately.

Security Deposit

The security deposit is a holding deposit, which means that if anything were to happen to the equipment whilst in your care (damage, loss or theft), your deposit would be held and you would be required to cover the full cost of the equipment.

If you have insurance to covered hired-in goods, you may want to opt for this as you will receive the full amount back on safe return of the equipment to Hireacamera.com.

If the deposit is £1,250.00 or more, you will need to submit proof of insurance. This must state that you are covered for hired-in goods and must cover the total replacement value of the hired equipment. The policy must be verified by Hireacamera.com before we can dispatch your order. You may be required to grant us access to your insurance provider to discuss your policy with Hireacamera.com. Please note that insurance cover will not be accepted after the equipment has been dispatched from our premises. If we are unable to verify your insurance, we will not dispatch the equipment.

The deposit is calculated on 25% of the of the full equipment value.


Payment for missing/damaged equipment and parts/accessories will be held from your deposit. If the cost of missing/damage parts exceed your deposit, the outstanding balance will need to be paid in full immediately.

Insurance

If you plan to take out insurance to cover the equipment, please see our preferred supplier, Performance Film & Media Insurance.

 Performance Film & Media

FAQs 

When is the deposit due?

If your hire is due to be dispatched within the next 7 days, you will be need to pay the deposit immediately. You will be prompted to do this once you have paid the hire fee. If it is more than 7 days, you will receive an automated email when the deposit is due.

When will I receive the deposit back?

Once the equipment has been returned to Hireacamera.com and securely checked in, your deposit will be refunded. You will receive an automated email confirming this. Please note that whilst we ensure that the deposit is refunded promptly, dependant on your bank it can take up to 3-8 working days to appear in your account.

 

What happens if I lose the equipment or it is stolen?

Call Hireacamera immediately on 01435 873028. If you do not have insurance cover in place you will need to cover the full cost of the lost equipment immediately.

In the event of any loss or theft, the incident must be reported to the police immediately and a crime reference number obtained. 

If the equipment is lost during a flight, you should report upon arrival at the airport. Most airlines have a dedicated baggage desk within the baggage claims area. You may receive a Property Irregularity Report (also known as PIR.) You will also need to put in a written claim to the airline within seven days and send Hireacamera.com proof of this. Having a PIR is no guarantee that the airline will accept your claim.

If you have any questions regarding our deposit options, please contact us on 01435 873028.