Return & Refund Policy

 

At Eagle Productions, we are committed to providing high-quality audio-visual equipment and exceptional service to ensure your event or project is a success. Please review our return and refund policy below for equipment hires, DIY packages, and event services.

1. Equipment Hire Returns

  • Inspection on Return: All hired equipment must be returned in the same condition as it was provided. Our technical team will inspect returned items for damage or missing components.

  • Damage or Loss: Any damage, loss, or excessive wear will result in repair or replacement charges billed to the client.

  • Late Returns: A late return fee may apply if the equipment is not returned within the agreed rental period unless pre-approved by Eagle Productions.

  • Incomplete Returns: Clients are responsible for returning all accessories (cables, remotes, stands, etc.) provided with the equipment. Incomplete returns may incur additional charges.

2. Refunds for Cancellations

  • 48+ Hours Before Booking: Full refund available for cancellations made more than 48 hours before the scheduled hire or event.

  • 24–48 Hours Before Booking: 50% refund will be provided.

  • Less Than 24 Hours: No refund will be issued for cancellations made within 24 hours of the scheduled start time.

3. Refunds for DIY Packages

  • Non-Used DIY Packages: If a DIY hire is cancelled at least 48 hours before pickup, a full refund will be processed.

  • Early Returns: No partial refund will be offered for early returns of DIY hire packages.

  • Faulty Equipment: If any equipment is found to be faulty or non-functional upon collection, Eagle Productions must be notified immediately. A replacement or partial refund will be arranged based on availability and use.

4. Event Service Refunds

  • Event Postponement: We will work with clients to reschedule events without penalty, subject to availability.

  • Full-Service Events: For events involving full setup, delivery, and technical operation, refunds are subject to expenses already incurred (e.g., labor, transport, setup).

  • Weather-Related Cancellations: In outdoor or weather-sensitive bookings, please communicate cancellations in advance. Refunds will be considered on a case-by-case basis.

5. How to Request a Refund

To request a refund or report an issue:

  • Email: info@eagleproductions.co.nz

  • Phone: 021 881 488

  • Include your booking reference, reason for refund, and any supporting photos or documentation.

6. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Change of mind after equipment has been collected or delivered

  • Improper use or mishandling of equipment

  • Failure to follow setup instructions for DIY rentals

  • Inaccurate booking details provided by the customer

 

Need Help?

We’re here to support you. For all queries related to returns, cancellations, or refunds, contact our team directly.

📞 021 881 488
 📧 info@eagleproductions.co.nz
 🌐 www.eagleproductions.co.nz