Return Policy

Rental Service Overview

Customlovespecia operates primarily as a rental service for event decorations and photo zone setups. This Return Policy outlines the terms and conditions for the return of rental items and cancellation of services.

Rental Period

Standard rental periods are as follows:

• Single Day Events: Items are delivered on the event day and collected after the event ends
• Weekend Events: Items delivered Friday and collected Monday
• Extended Rentals: Custom periods available upon request with additional fees

All items must be available for pickup at the agreed time. Late returns may incur additional charges.

Return of Rental Items

Our Takedown Service

When you book our full-service package, we handle the complete takedown and removal of all rental items. You don't need to worry about returning anything - we take care of it all.

Self-Service Rentals

For clients who choose pickup-only or self-service options:

• Items must be returned in the same condition as received
• All components and accessories must be returned
• Items should be reasonably clean and ready for the next rental
• Returns must be made during business hours unless otherwise arranged

Condition of Items

Normal Wear and Tear

We understand that rental items may show normal signs of use during your event. Minor wear and tear from reasonable use is expected and acceptable.

Damages

You will be charged for any damage beyond normal wear and tear, including:

• Broken or torn decorations
• Stains that cannot be removed
• Missing components or accessories
• Structural damage to furniture or props

Damage fees will be assessed based on repair or replacement costs.

Missing Items

If any rental items are missing upon return, you will be charged the full replacement cost. We provide detailed inventory lists at delivery and pickup to track all items.

Cancellation and Refunds

Cancellations must be submitted in writing via email to info@customlovespecia.cv.

Rescheduling

We understand that event plans can change. Rescheduling is possible subject to availability:

• Reschedule requests made more than 30 days before the event: No additional charge
• Reschedule requests made 15-30 days before the event: Subject to availability, may incur rescheduling fee
• Reschedule requests made less than 15 days before the event: Treated as cancellation with applicable fees

Weather-Related Cancellations

For outdoor events affected by severe weather conditions:

• We offer free rescheduling if notice is given at least 48 hours before the event
• If weather conditions make installation unsafe or impossible, we will work with you to reschedule
• Refunds for weather-related cancellations are handled on a case-by-case basis

Defective Items

If any rental item is defective or not as described:

• Notify us immediately upon delivery
• We will replace the item or provide a suitable alternative at no additional charge
• If a suitable replacement is not available, we will issue a partial refund for that item

Deposit Returns

When applicable, security deposits will be returned:

• Within 7 business days after item return
• After inspection confirms items are in acceptable condition
• Minus any charges for damages or missing items
• Via the original payment method

Contact for Returns

For questions about returns, cancellations, or to report damaged items, please contact us:

• Email: info@customlovespecia.cv
• Phone: +17188725016
• Address: 2225 Voorhies Ave, Brooklyn, NY 11235, United States