Frequently Asked Questions

DISCLAIMER: 

• We supply all our equipment generally clean. Ultimately, it is your responsibility to make sure that the food and beverages you serve are free from deadly toxins.  Therefore, we recommend our customers to please wash equipment before using it.
• We supply chafing fuel based on the description the manufacturer, and the manufacturer reserves the guarantee that the fuel will ignite and the longevity of the burn time.  

How to book equipment for reservation

All equipment bookings and consumables purchasing is done direct from our website.  Please check the Ordering Process page for detailed information.  However, it is important to check the Bookings Calendar for available appointments.  If your event is 5 weeks away and you want to collect and/or return equipment outside the time already provided, you can contact us and we may be able to accommodate you.   Please note that after placing an order, it must be paid for within the given time frame that you will receive together with an invoice.  Availability of equipment is only guaranteed for orders that have been paid for.

Requesting a Quotation

A quotation can be requested with no obligation.  However, the availability of equipment is not guaranteed for quotations.  Therefore, as soon as you are satisfied with the quotation, you must not wait to convert it into an order and making sure your order is paid for within given time period.

Making invoice payment

Once you receive your invoice, payment in full must be paid immediately or within the given time period.  However, it is important to note that no equipment is reserved until payment is received.  So far there are 3 methods you can use to pay your invoice;

• Paying to our bank account (mobile banking)
• Credit/Debit card payment
• Paypal payment

Please note that the prepaid Refundable Deposit (RD) is paid back using the same method the customer used to pay their invoice. 

Refundable Deposit Requirement

We charge 40% (of the total value of equipment hired including equipment on FREE hire offer) Refundable Deposit (RD) which is added to the invoice. This prepaid RD is paid back in its entireity upon returning the equipment in satisfactory conditions that:

• the Original equipment is returned (i.e. not swapped/or replaced with non-durable replica)
• the equipment is returned in their original Quantities
• the equipment is returned in their Original packaging or as they were received
• the equipment is returned Clean and Dry, (unless the customer ordered a cleaning service)
• the equipment is returned in their Good Working Conditions,
• the equipment is returned Without any defects/dents/burnout/discolouration/rust/cracks/holes,
• the equipment is returned within the 4-day period.  E.g. equipment collected on Friday must be returned on the following Monday.  Party Equip UK reserves the discretion to extend the time only if the extenuating circumstances are deemed valid.
• unclean equipment is returned on the same day after your event or early the next day.

Amending your order

After submitting your order, you are given a time frame within which can make any necessary changes to

• increase or reduce item quantity
• add completely new items/servives to the order
• remove items/services from the order
• Change destination for delivery/collection of equipment, etc

Please email us about these changes and we will send you an updated invoice.

Order Cancellation and Refund

After submitting your order, you are given a time frame within which you can make payment and cancel your order all before you make payment.  However, if your event can no longer take place, you may still be refunded on the following conditions:

 The Refund Process:

1. We refund 100% of the invoice where a natural disaster is the extenuating factor causing your event to be cancelled. 
2. We refund 80% of the invoice where the event is cancelled for any other reason.  However, the customer must notify us within 5 days before the event date.
3. There is NO REFUND for orders cancelled in less than 5 days before the event date.  A postponement is acceptable as long as the event is rescheduled within the same year.
4. There is NO REFUND for orders cancelled after equipment has been delivered to the customer.
5. There is NO REFUND where a customer ordered the wrong item.  Therefore, customers are encouraged to ask for details about the equipment if they are uncertain about size, capacity, etc.  

Large Orders payment conditions

For any orders of £500 and above we can allow payment in 2 instalments as long as full payment is achieved 5 days before the event date. If your order is cancelled before the second and final instalment is paid, you will be refunded based on the above mentioned Refund Process.  

Discount Award for Returning Customers

We appreciate the loyalty and support from our service users. Therefore, we have awarded 3% discount on all equipment hired for a lifetime to returning customers.  This discount is strictly on equipment only and does not include the value of equipment on FREE hire.   

Student Exclusive Discount 

We offer 3% discount to Higher Education students. This discount is effective whereby;

• the student has just graduated and the event is about their graduation
• the student is actively participating in their education at the time of using our service
  
• the student ID is provided by the institution and it is valid
• It is to our discretion to take steps to seek validation with the educational institution

Collecting Equipment

Equipment collection time is strictly controlled by the Bookings Calendar, unless prior arrangements have been agreed on. Parking is readily available at the time of your appointment.  A customer can change the collection time on the day as long as it is within the time frame stipulated by the Bookings Calendar.  In this case the customer must inform us of this change. 

Returning Equipment

The time to return equipment is strictly controlled by the Bookings Calendar, unless different arrangements have been agreed on. Otherwise, we expect equipment to be returned in 2 days after the event at the latest.  If the deadline is missed we charge extra £3 on each day passed (Monday - Friday) and extra £5 for every Saturday and Sunday or as stipulated in point (16) of our T&Cs. However, if the equipment is not returned 4 days after the event, we bill the customer extra 100% of the total invoice.  Therefore, we recommend that if a customer is facing difficulties in returning the equipment, they should contact us and we can make new arrangements and potentially avoid extra charges.   

Delivery Service 

Currently delivery service is FREE on small orders to and from destinations within Coventry.  We deliver equipment to and from destinations within our service area. For more information on delivery charges, please Click here.    

How to use Gastronomy and/or electrical equipment

We provide sufficient information including video clips on how to safely use chafing dishes, water boilers, soup kettles, etc.  Additionally, you can ask us for a free demonstration as you receive/collect the equipment.  We make sure the equipment is working before we give it to customers.      

Unspent Chafing Fuel 

We supply chafing dishes/ food warmers / gastronomy equipment fully equipped with 3 hours chafing fuel.  In case you have purchased extra fuel, but never used it, you can return it for a full refund as long as it is not damaged.  Therefore please store chafing fuel in cool dry area.   

Equipment Care

Chafing dishes/food warmers/gastronomy equipment: When you are using chafing dishes, please DO NOT insert burner covers while you are heating up the equipment.  Only insert burner lids to extinguish the flame.  Once the burner has cooled down please discard the fuel cans before returning the equipment to us.  All equipment MUST be cleaned and dried properly before returning them to us including all parts of gastronomy equipment.  Repackage all equipment the way we recommend i.e. as they have been presented to you by us.  For example, DO NOT stack water pans as they can get stuck to each other making it difficult to separate them.  Any attempt to forcibly pull them may dent the equipment and may cause injury to the person(s) who is pulling them out.

Gastronomy equipment/chafing dish: After food service please DO NOT leave food pans with food remnants especially rice, to stand for a long time before washing them to avoid discolouration of the equipment. After service soak them in water for about 30 mins or until they can be washed without using abrassive material.

Cutlery and serving utensils: After food service please soak cutlery/utensils in warm water for 30 minutes or until the food remnants are rid of.  Wipe the cutlery/utensils and keep them dry all the time during and after your service to avoid rusting.  When washing this euipment DO NOT use any abrassive material to avoid scratching the surface.

Crockery and glassware: Our crockery is durable and chip resistant.  However, we will not accept any chipped dinner plates, bowls, glassware, etc. as they are considered damaged beyond use.  When the equipment is presented to you, please check for any damages.

Cleaning equipment: Please DO NOT use abrasive scourers to clean any of our equipment; chinaware, glass, rubber or stainless as this will damage the quality of the items. Ideally, all glassware must be returned unwashed to minimise damage. No extra cost charged.  All clean equipment MUST be dried properly before repackaged or before stacking them to avoid discolouration and rusting on metal equipment.    

Equipment Cleaning Service

Cleaning service is available for a small fee that must be paid upfront.  Please follow our repackaging guidelines if you are returning equipment uncleaned.  Ideally repackage them as they have been supplied to you, and as we recommend.  For up-to-date information about our cleaning service, please check out our "Services" page.

** PLEASE NOTE: If you are not cleaning the equipment it must be returned the same day or the next day.  However,, all food and drink residue must be wiped off completely to avoid moulding, discolouration and rusting.  All stainless steel equipment (cultery, utensils, chafing equipment) is wiped dry and is kept in dry conditions. 

Lost or Damaged Equipment and/or Packaging

There are charges for lost equipment or damaged equipment beyond its intended use. Beyond intended use also refers to visible dents that are not good for display to the satisfaction of a user.  For loss/damage charges, click here.  Please make sure you retain the packaging material used by us.  Otherwise you may be charged for damaged packaging boxes.

 Terms and Conditions

Our T&Cs cover almost every aspect you need to know before committing to do business with us. Click here to read them now.

updated and valid from 31/07/2022