Refunds & Delivery Policy

At Empire Party Rental, we are committed to delivering high-quality products, excellent customer service, and fair business practices. We understand that events are special and time-sensitive, and our goal is to make every experience seamless and memorable. To ensure transparency and protect both our customers and our company, the following policy outlines our terms regarding delivery, refunds, and customer responsibilities.

Delivery and Handling Fees

Delivery and pickup fees are non-refundable unless explicitly stated otherwise. These fees are separate from the product cost, even when bundled into a package or grand total. Our team handles logistics, transportation, and labor associated with bringing your rentals to your event on time and setting them up safely. Because these efforts occur regardless of usage, these fees are non-negotiable and non-refundable unless a mutual written agreement is made before your event.

The grand total you see at checkout or on your invoice includes delivery and pickup, ensuring clarity on the full cost of service. Please note that any refunds, if granted, will apply only to the product portion of the total—not the delivery or handling fees—unless Empire Party Rental explicitly agrees otherwise in writing.

Refunds

We take pride in the quality and reliability of our equipment and services. However, we understand that things happen, and we aim to be as fair and accommodating as possible. Refunds are not guaranteed, but in situations where an issue arises, we always strive to make things right.

In the event of any problem, our first course of action is always to:

  • Replace the product (with the same or equivalent item, based on availability)

  • Provide an alternative if an exact match is unavailable

  • Offer a discount or credit toward a future rental when appropriate

Refunds are a last resort, not the default solution. We believe in addressing issues directly and fairly. If the product was delivered damaged, please contact us immediately upon delivery. We will do our best to replace the product or provide a suitable resolution.

We do not issue refunds for:

  • Unused products

  • Customer errors in booking

  • Damaged items caused by improper use

  • Late cancellations

  • Customer dissatisfaction based solely on visual expectations (colors, designs, etc.)

If a refund is to be considered, it must be discussed and agreed upon in advance or supported by clear evidence of a serious issue. Refunds requested after the event are typically not approved unless there was an unresolved issue that was properly documented on the day of the event.

Contractual Agreement & Case-by-Case Review

All refunds, discounts, credits, or product substitutions are subject to the discretion of Empire Party Rental. These decisions are made case-by-case and must be backed by a documented agreement between the customer and Empire Party Rental. No verbal agreements or casual promises will be honored without written confirmation.

By placing an order, you acknowledge that you have read and agree to this policy, and understand that product appearance or availability may vary slightly due to updates, substitutions, or safety protocols (i.e., added weights, anchoring systems, weatherproofing).

Customer Responsibility

We ask all customers to be present at the time of delivery or ensure someone is available to:

  • Receive and review the items

  • Sign any required documentation

  • Ask questions or raise concerns about the condition of the products

Failure to follow safety instructions, tampering with the equipment, or allowing unauthorized use may lead to product damage, which disqualifies any request for refund or replacement.

If a cancellation occurs, and there is no documented mutual agreement, a late cancellation fee may apply, and delivery/handling charges will remain non-refundable.

Refunds, Discounts, and Discretionary Terms

All refunds, discounts, credits, or product substitutions are subject to the sole discretion of Empire Party Rental. These decisions are handled on a case-by-case basis and may be based on prior agreements, whether documented in writing or agreed upon through verifiable communication, such as phone calls or in-person discussions.

While we encourage clear documentation—including emails, invoices, or written messages—for clarity and consistency, we understand that some terms may be discussed through other channels. Therefore, we consider all forms of agreement, including but not limited to text, email, phone conversations, or in-person discussions, at our discretion.

Please note: No agreement is binding unless acknowledged by Empire Party Rental. Verbal promises or casual confirmations will not be honored unless they are accepted and approved by our staff.

By placing an order with Empire Party Rental, you acknowledge and accept that:

  • Final decisions regarding refunds or adjustments rest solely with Empire Party Rental.

  • Product appearance, condition, or substitutions may vary slightly due to inventory changes, product updates, or necessary safety measures (such as anchoring weights or weatherproofing).

  • Empire Party Rental reserves the right to determine if any refund, discount, or credit is warranted.

We will always strive to be fair, but we must prioritize the integrity of our policies and the safety of our equipment.