Refund policy
Return & Refund Policy
This Return & Refund Policy applies to all crate hire bookings made with The Collective Network Ltd, trading as Eco Crate (“Eco Crate”, “we”, “our”, or “us”).
By placing an order, you agree to this policy alongside our Terms & Conditions.
Crate Hire Service
Eco Crate provides reusable moving crates and moving equipment for hire within the Auckland region. As our service is a rental/hire service rather than the sale of physical goods, refunds and returns are handled differently from standard retail purchases.
Cancellations & Refunds
Cancellations More Than 24 Hours Before Delivery
Orders cancelled more than 24 hours prior to the scheduled delivery date are eligible for a full refund.
Cancellations Within 24 Hours of Delivery
Orders cancelled within 24 hours of the scheduled delivery time will incur a $35 cancellation fee. The remaining balance will be refunded to the original payment method.
Unable to Fulfil an Order
If Eco Crate is unable to fulfil your booking for any reason, we will contact you within 48 hours and provide a full refund of any payment made.
Returns of Hire Equipment
End of Hire Period
All crates and hire equipment must be made available for collection at ground level on the agreed pick-up date.
The hire period begins on the delivery date and ends once the crates are collected by Eco Crate.
Early Returns
No partial refunds or credits are provided for unused hire time or early returns once the crates have been delivered.
Extensions
If you require the crates for longer than your original hire period, please contact Eco Crate before your scheduled collection date to arrange an extension. Additional hire charges may apply.
Cleaning, Damage & Replacement Charges
Customers are responsible for returning all crates and moving equipment in good, usable condition (reasonable wear and tear accepted).
Cleaning Fees
A cleaning fee of $20 per crate may apply where crates are returned:
- excessively dirty
- with sticky labels or tape residue
- containing rubbish or debris
Damage or Loss
Replacement charges may apply for lost, stolen, or damaged equipment, including:
- $60 per crate
- $120 per moving trolley
(excluding GST)
Invoices relating to damaged or missing equipment must be paid within 7 days of the invoice date.
Delivery Fees
Free delivery and pick-up applies within Eco Crate’s eligible Auckland delivery zone.
Orders outside the free delivery area may incur additional delivery fees, which will be advised during the booking process.
Non-Return of Equipment
If hire equipment is not returned or made available for collection, Eco Crate reserves the right to recover the equipment in accordance with our Terms & Conditions and may charge additional replacement or recovery costs where applicable.
Refund Processing
Approved refunds will be processed back to the original payment method. Please allow several business days for the refund to appear, depending on your bank or payment provider.
Contact Us
For any questions regarding returns, refunds, cancellations, or hire extensions, please contact:
Eco Crate
The Collective Network Ltd
📧 team@ecocrate.co.nz
📞 027 499 8998