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At Zyrallexxim, we strive to make the rental process as smooth and transparent as possible. This Return Policy outlines the terms and conditions for returning rented items, canceling reservations, and handling various situations that may arise during your rental period. We understand that planning events can be complex, and circumstances may change, so we've designed our policies to be fair and flexible while protecting both our customers and our business.
This policy applies to all rentals of event decor, furniture, and related items from Zyrallexxim. By placing a reservation with us, you agree to the terms outlined in this Return Policy. We encourage you to read this policy carefully and contact us if you have any questions before finalizing your reservation. Our team is always available to clarify any aspects of our return procedures and help ensure your rental experience is positive from start to finish.
Every rental agreement specifies a rental period that includes a delivery date and time, event date, and return date and time. The rental period is carefully calculated to give you adequate time to set up for your event, enjoy your celebration, and prepare items for return. Standard rental periods typically range from one to three days, depending on your event needs and the items rented.
All rented items must be returned on the agreed-upon date specified in your rental agreement. The return date is clearly stated in your rental contract and confirmation email. It is your responsibility to ensure items are ready for pickup at the scheduled time. We understand that events can run late or cleanup may take longer than expected, which is why we build reasonable flexibility into our pickup schedules. However, items must be available for pickup within the agreed timeframe to avoid late fees.
If you need to extend your rental period beyond the originally agreed dates, please contact us at least 48 hours before the scheduled return date. Extensions are subject to availability and may incur additional rental charges. We will do our best to accommodate extension requests, but during peak seasons, items may be reserved for other events immediately following your rental period.
Items should be returned in the same condition as received, allowing for normal wear and tear associated with their intended use at events. We understand that rental items are used in active event environments and expect reasonable signs of use. Normal wear and tear includes minor scuffs or marks that occur during typical event use, slight wrinkles in linens from normal handling, minor dirt or dust that can be easily cleaned, and other cosmetic issues that do not affect the item's functionality or appearance for future rentals.
However, items should not be returned with excessive damage, stains, or alterations. Damage beyond normal wear and tear includes permanent stains from food, beverages, or other substances, tears, rips, or structural damage to furniture or decor, burns or heat damage, missing components or accessories, modifications or alterations to items, and damage resulting from misuse or negligence. Such damage will result in repair or replacement charges as outlined in the "Damaged or Missing Items" section of this policy.
Before our team arrives for pickup, please ensure that all items are gathered together in an accessible location, items are reasonably clean and free of food debris or excessive dirt, all components and accessories are accounted for, items are not disassembled unless specifically instructed, and the pickup location is accessible for our team and equipment. Taking these steps helps ensure a smooth pickup process and minimizes the risk of additional charges.
We provide comprehensive pickup service for all rented items at the conclusion of your rental period. Our professional team will arrive at the scheduled time to collect all rented items from your event location. This service is included in your rental fee, and you do not need to transport items back to our facility.
Pickup times are scheduled when you place your reservation and are confirmed in your rental agreement. We typically schedule pickups for the day after your event to give you time for cleanup and breakdown. If you need to adjust the pickup time, please contact us at least 24 hours in advance. We will do our best to accommodate schedule changes, though availability may be limited during busy periods.
On pickup day, our team will arrive within the scheduled time window, typically a 2-4 hour window to account for traffic and previous pickups. We will contact you when we are en route to provide a more specific arrival time. Please ensure that someone is available at the pickup location to provide access and answer any questions. If no one is available, please make arrangements for our team to access the items, such as leaving them in an accessible, secure location with prior coordination.
During pickup, our team will conduct a preliminary inspection of items to verify that all rented items are present, check for obvious damage or issues, and note any concerns for detailed inspection at our facility. This preliminary inspection is not comprehensive, and additional issues may be identified during our detailed facility inspection. You will be notified of any damage or missing items within 5 business days of pickup.
If our team arrives at the scheduled time and cannot access the pickup location, or if items are not ready for pickup, we may need to reschedule. Rescheduling fees may apply, and you will continue to be charged rental fees until items are successfully retrieved. Please ensure clear communication about access procedures, especially for gated communities, secured buildings, or locations with special access requirements.
We understand that plans change, and sometimes events need to be canceled or postponed. Our cancellation policy is designed to be fair to both our customers and our business, recognizing that we reserve items exclusively for your event and may turn away other customers during your rental period.
Cancellations made more than 30 days before the event date will receive a full refund of all payments made, minus a $50 processing fee to cover administrative costs. This processing fee helps offset the time and resources spent on your reservation, including consultations, quotes, and reservation management.
Cancellations made 15-30 days before the event date will receive a 50% refund of all payments made. During this timeframe, we have typically finalized preparations for your event and may have difficulty re-renting items on short notice. The 50% refund balances your need for flexibility with our business costs.
Cancellations made less than 15 days before the event date are non-refundable. At this point, we have fully committed resources to your event, including staff scheduling, delivery logistics, and inventory allocation. Items reserved for your event cannot typically be re-rented on such short notice. However, we understand that emergencies happen, and we will work with you to find alternative solutions when possible.
If you cancel less than 15 days before your event date, while payments are non-refundable, we will apply your deposit to future rentals within one year of the original event date. This allows you to reschedule your event or use our services for a different occasion without losing your entire investment. The deposit credit can be applied to any rental services we offer and can be used in full or partial amounts across multiple rentals.
To cancel your reservation, please contact us as soon as possible by phone at (212) 679-3499 or email using the contact information on our website. Cancellations must be confirmed in writing via email to be official. We will send you a cancellation confirmation that includes the cancellation date, refund amount (if applicable), and any deposit credits available for future use. Refunds are processed within 10 business days of cancellation confirmation and will be returned to the original payment method.
We understand that event details often evolve during the planning process. You may modify your reservation up to 14 days before your event date, subject to availability of items and staff. Modifications can include adding or removing items from your rental order, changing delivery or pickup times and locations, adjusting the rental period, and updating event details or contact information.
Changes to your order may affect pricing and availability. Adding items will result in additional charges, while removing items may reduce your total cost, though minimum order requirements may apply. Significant changes to delivery location or timing may incur additional delivery fees. We will provide updated quotes for any modifications before finalizing changes to your reservation.
Please contact us as soon as possible if you need to make changes to your reservation. While we can accommodate many modifications up to 14 days before your event, earlier notice gives us more flexibility to meet your needs and ensure item availability. Changes requested less than 14 days before your event may not be possible due to inventory commitments and logistics planning.
All modifications must be confirmed in writing via email, and we will provide updated rental agreements reflecting the changes. Review updated agreements carefully to ensure all modifications are accurately reflected. Additional deposits or payments may be required for modifications that increase your order total.
We take great care to provide high-quality, well-maintained items for your events. We expect the same care in return. Items returned with damage beyond normal wear and tear or missing items will result in additional charges to cover repair or replacement costs.
After pickup, all items undergo detailed inspection at our facility. We assess each item for damage, stains, missing components, and overall condition. Our inspection process includes visual examination of all surfaces and structural elements, testing of functional components, comparison with pre-rental condition documentation and photographs, and evaluation of whether damage can be repaired or if replacement is necessary.
We maintain detailed records and photographs of item conditions before and after each rental. This documentation helps ensure fair and accurate damage assessments. If damage is identified, we will contact you within 5 business days of pickup with a detailed explanation of the damage, photographs documenting the issues, and an itemized invoice for repair or replacement costs.
Damage charges are calculated based on the extent of damage and the cost to repair or replace items. Minor damage that can be easily repaired will be charged at the actual repair cost, including materials and labor. Significant damage that cannot be repaired will be charged at the full replacement cost of the item. Stains that require professional cleaning will be charged at the cleaning service cost, typically ranging from $25 to $100 depending on the item and stain severity.
We strive to be fair and reasonable in our damage assessments. We understand that accidents happen, and we will work with you to resolve damage charges in a way that is equitable for both parties. In some cases, we may offer repair options at lower costs than full replacement, or we may work out payment plans for significant damage charges.
Missing items will be charged at full replacement cost. We provide detailed inventory lists with your rental agreement, and we verify all items during delivery and pickup. If items are missing at pickup, we will make reasonable efforts to locate them, including contacting you to check if items were left at the event location or inadvertently stored elsewhere.
If missing items are not located within 7 days of pickup, replacement charges will be applied. Missing item charges include the full retail value of the item plus any costs associated with sourcing and acquiring a replacement. We understand that in the chaos of event cleanup, items can sometimes be misplaced, so we encourage you to conduct a thorough search before accepting missing item charges.
If you disagree with damage or missing item charges, please contact us within 3 business days of receiving the invoice. We will review your dispute, re-examine our documentation and photographs, and work with you to reach a fair resolution. In most cases, our detailed pre-rental and post-rental documentation allows us to clearly demonstrate item conditions and resolve disputes quickly.
Late returns disrupt our operations and may prevent us from fulfilling commitments to other customers. We take late returns seriously and have implemented policies to discourage them while providing some flexibility for unavoidable delays.
If items are not available for pickup at the scheduled time, late fees will apply. Late return fees are charged at our standard daily rental rate for each day or partial day that items are not returned. For example, if your rental rate was $500 and items are returned one day late, you will be charged an additional $500. These fees compensate us for lost rental opportunities and operational disruptions.
If you anticipate needing items beyond the scheduled return date, please contact us immediately to request an extension. If you contact us at least 48 hours before the scheduled return date, we will check availability and, if items are not needed for other events, we can authorize an extension at our standard daily rental rate. Authorized extensions do not incur late fees, only the additional rental charges for the extended period.
Unauthorized late returns—when items are not returned on time and no extension was requested or approved—will be charged at 150% of our standard daily rental rate. This premium rate reflects the operational challenges and potential lost revenue from late returns. Additionally, repeated late returns may result in restrictions on future rentals or requirements for larger deposits.
If items are not returned within 7 days of the scheduled return date and we have not been able to contact you, we reserve the right to report the items as stolen and pursue legal action to recover our property and associated costs. We will make multiple attempts to contact you via phone, email, and text before taking such action. We understand that emergencies and unusual circumstances can arise, so please communicate with us if you are experiencing difficulties returning items on time.
Our comprehensive inspection process ensures that all items are properly maintained and ready for future rentals. Understanding this process helps you know what to expect after your rental period concludes.
Before delivery, all items undergo thorough inspection to ensure they are clean, functional, and in excellent condition. We document the condition of each item with photographs and detailed notes. This pre-rental documentation serves as the baseline for post-rental comparison and helps ensure fair damage assessments.
During delivery, we encourage you to inspect items and verify that everything is in good condition and matches your order. If you notice any issues during delivery, please bring them to our team's attention immediately. We will note any concerns and address them promptly, either by replacing items or adjusting your invoice if necessary.
During pickup, our team conducts a preliminary inspection as described earlier. This quick inspection identifies obvious issues but is not comprehensive. The preliminary inspection helps us provide immediate feedback if there are significant concerns, but detailed assessment occurs at our facility.
After items are returned to our facility, they undergo detailed inspection by our quality control team. This inspection includes thorough examination of all surfaces, structural integrity, functionality, cleanliness, and completeness of all components. Items are compared against pre-rental documentation to identify any changes in condition.
You will be notified of any issues or charges within 5 business days of pickup. If no issues are identified, you will receive a confirmation email indicating that your rental has been successfully completed with no additional charges. If issues are found, you will receive a detailed invoice with photographs and explanations as described in the "Damaged or Missing Items" section.
Any additional charges for damage, missing items, late returns, or other issues will be invoiced to the payment method on file within 7 business days of identification. You will receive an itemized invoice via email detailing all charges. Payment is due within 14 days of the invoice date.
If you have questions about charges or wish to dispute them, please contact us within 3 business days of receiving the invoice. We are committed to fair and transparent billing and will work with you to resolve any concerns. Unpaid invoices may be subject to late fees and collection actions, and may affect your ability to rent from us in the future.
We understand that sometimes events must be canceled or modified due to circumstances beyond anyone's control, such as severe weather, natural disasters, public health emergencies, or other force majeure events. In such cases, we will work with you to find a fair solution, which may include rescheduling your event without penalty, applying payments to future rentals with extended validity periods, or providing partial refunds depending on the circumstances and timing.
While we cannot guarantee full refunds for force majeure cancellations, we are committed to being flexible and understanding during difficult circumstances. Please contact us as soon as you become aware of issues that may affect your event, and we will work together to find the best possible solution.
We may update this Return Policy from time to time to reflect changes in our business practices, legal requirements, or operational needs. Changes will be posted on this page with an updated "Last Updated" date. Your rental agreement will be governed by the version of this policy in effect at the time you place your reservation. We encourage you to review this policy periodically, especially before placing new reservations.
If you have questions about our return policy, please contact us at 261 5th Ave, New York, NY or call (212) 679-3499.