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Loss & Damage

What to do in the event of damage


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 dispatch department will inspect it and a preliminary quotation for repair will be found out. If a deposit was taken and authorised on a debit/credit card, this amount will be held. If you were on our loyalty scheme, you would have either paid a reduced deposit or no deposit. We would have to take the amount from the card provided.  

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 loss or 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 discovering the damage or loss).

A claim form will be sent for you to complete and return. Hireacamera may need to send someone out 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.

What to do in the event of loss

Again, phone IMMEDIATELY!

If you require replacement equipment, we will endeavour to supply you with equipment of the same or near specification, dependant on stock. All courier charges would need to be met by yourselves. 

In the event of the deposit having been taken on debit/credit card, the balance of monies between that of the deposit and the replacement value will be charged to your card.  Where no deposit has been taken (due to our loyalty scheme), please note that you are still liable for the full value of the equipment. 

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 charged.  To give you a better idea of what is and is not accepted as Wear and Tear, please have a look at the guides below -

Guide to camera body wear

Guide to lens wear

Guide to large accessory wear

Guide to small accessory wear