Consumer Collection, Return and Delivery Policy

Version date: 29 May 2026

This Consumer Collection, Return and Delivery Policy explains how customer collection, customer return, delivery, return collection and other Optional Services work for Consumer tool-hire bookings made with Evolution Electronics & Electrical Limited, company number 08408611, trading as Pro Tool Hire.

A Consumer means a customer hiring Equipment mainly for personal, domestic or household use.

Our standard hire service is customer collection from, and customer return to, our shop:

Pro Tool Hire
398 Harrow Road
London W9 2HU

Delivery, return collection, loading assistance, collection from a non-shop location and any other non-standard services apply only if we offer or agree them for your Booking.

This Policy should be read together with our:

• Hire Terms and Conditions;

• Consumer Cancellation Policy;

• Consumer Refund and Deposit Policy;

• Booking Confirmation;

• Consumer ID, Age, Address and Fraud Checks Notice;

• Privacy Policy; and

• any product-specific terms, restrictions or safety instructions shown before checkout or included in your Booking Confirmation.

Nothing in this Policy affects any rights you have by law.

If this Policy conflicts with the Hire Terms, the Booking Confirmation or any mandatory legal requirement, the order of priority in the Hire Terms will apply.

1. Standard Service and Optional Services

Our standard hire service is:

• customer collection from our Shop; and

• customer return to our Shop.

Customer collection from our Shop is included in the hire price.

Customer return to our Shop is included in the hire price.

Optional Services apply only where we offer or agree them for your Booking.

Optional Services may include, where offered or agreed:

• delivery to you;

• return collection from an agreed address;

• loading assistance;

• collection from a non-shop location; or

• another non-standard service beyond standard customer collection from, and customer return to, our Shop.

Not all Optional Services will be available for every item of Equipment, address, hire period or customer.

Available options, charges, restrictions and material conditions will be shown before checkout, in the Booking Confirmation, or otherwise agreed before the service is provided.

2. Minimum Age and Checks

You must be at least 18 years old to place a Booking, collect Equipment, accept delivery, receive an Optional Service, or act as an Authorised Representative.

Some Equipment, accessories or consumables may be subject to higher age, competency, certification or identity requirements.

You or your Authorised Representative may be required to complete identity, address, age, payment, Deposit, Pre-authorisation, handover or fraud-prevention checks before Equipment is released, delivered, collected, returned or otherwise supplied.

We may refuse, cancel, suspend, place on manual review, or refuse release or handover of Equipment where checks are not completed, fail, appear inconsistent, or give us reasonable concern.

3. Customer Collection From Our Shop

Where customer collection applies, you or your Authorised Representative must collect the Equipment from our Shop at the date and time, or within the collection window, shown before checkout or in the Booking Confirmation.

Customer collection from our Shop is included in the hire price.

You or your Authorised Representative must complete any required identity, address, age, payment, Deposit, Pre-authorisation, signature, manual approval or other checks before Equipment is released.

We may refuse release of Equipment if:

• required checks cannot be completed;

• payment, Deposit or Pre-authorisation requirements have not been met;

• you or your Authorised Representative cannot provide required information;

• the proposed collector is under 18;

• we have reasonable grounds to believe Equipment may be misused, lost, damaged or not returned;

• release would breach the Hire Terms, this Policy, product restrictions or legal requirements;

• the proposed transport method, vehicle, intended user or intended use appears unsafe, unsuitable, unlawful or likely to damage the Equipment; or

• we reasonably consider release unsafe or unsuitable.

If release is refused for reasons not caused by you, we will provide any refund or remedy required by law and our policies.

If release is refused because of an issue within your control, such as failed checks, non-payment, unsafe collection arrangements or breach of the Hire Terms, charges properly due under the Hire Terms, Consumer Cancellation Policy or Consumer Refund and Deposit Policy may apply.

4. When Hire Starts for Customer Collection

For customer collection bookings, the hire may start at the agreed start time if the Equipment has been made available for collection in accordance with the Booking Confirmation, even if you collect late or do not collect for reasons within your control.

Equipment is made available for collection when it is ready for collection at the agreed location during the agreed collection time or collection window, subject to any checks or requirements stated before checkout or in the Booking Confirmation.

This rule must be shown clearly before checkout and in the Booking Confirmation where it applies.

If the Equipment is not available for collection because of our fault, the hire will not start until the Equipment is made available, unless we agree another fair arrangement with you.

5. Late Collection or Failure to Collect

If you collect Equipment later than the agreed collection time for reasons within your control, the Hire Period may still start at the agreed start time where the Equipment was made available for collection as agreed.

If you do not collect Equipment during the agreed collection window or within any period stated in the Booking Confirmation, we may cancel the Booking, release the Equipment for other bookings, or treat the Booking as cancelled by you, subject to your legal rights and our Consumer Cancellation Policy.

If we are responsible for the Equipment not being available for collection as agreed, we will provide any refund, rearrangement or remedy required by law and our policies.

6. Transport After Customer Collection

After customer collection, you are responsible for transporting the Equipment safely and lawfully.

You must ensure that the Equipment is:

• safely loaded;

• properly secured;

• protected from weather, theft, damage and misuse;

• transported in a suitable vehicle; and

• handled in accordance with any product-specific instructions.

We may refuse to release Equipment if we reasonably consider the proposed transport method, vehicle, loading arrangement, intended user or intended use unsafe, unsuitable, unlawful or likely to damage the Equipment.

If we provide loading assistance, you remain responsible for ensuring that your vehicle is suitable and that the Equipment can be lawfully and safely loaded, secured and transported. We may refuse loading assistance where we reasonably consider it unsafe, unsuitable or likely to damage the Equipment, your vehicle, our staff or any person.

Loading assistance does not mean that we accept responsibility for your onward transport, securing of the load after handover, route, parking, unloading, storage or use of the Equipment, except where loss or damage is caused by our breach of contract, negligence or failure to meet our legal obligations.

7. Customer Return to Our Shop

Where customer return applies, you must return the Equipment to our Shop by the return date and time shown in the Booking Confirmation.

Customer return to our Shop is included in the hire price.

You remain responsible for the Equipment until it has been returned to us in accordance with the agreed return process.

Return does not prevent us from inspecting the Equipment or making any deduction or charge properly due under the Hire Terms, Consumer Refund and Deposit Policy or Booking Confirmation.

You must return the Equipment:

• complete;

• with all accessories, batteries, chargers, cases, attachments, keys, manuals and other items supplied;

• reasonably clean;

• safe to handle and inspect;

• free from contamination or hazardous substances;

• not excessively wet, unless the Equipment is designed for wet use and returned in accordance with instructions; and

• by the agreed return deadline.

You must return Equipment to our staff during our opening hours unless we expressly agree another return method in writing.

You must not leave Equipment unattended outside, beside, near or inside our premises without handover to our staff.

Equipment left unattended remains your responsibility until we have received and checked it. Late return, loss, theft, damage, missing accessories, cleaning or other charges may apply where properly due under the Hire Terms and Consumer Refund and Deposit Policy.

8. Return Deadlines and Opening Hours

Returns must be made during our published opening hours.

If the agreed return deadline falls outside our opening hours, the Booking Confirmation will state the applicable return deadline.

If no specific return time is stated, Equipment must be returned before close of business on the agreed return date.

You must not continue using the Equipment after the agreed return time unless we have approved an extension.

Extensions are not automatic. Any extension must be requested before the Hire Period expires and must be approved by us.

9. Late Return

If Equipment is returned after the agreed return date and time, late-return charges may apply as set out in the Hire Terms, Consumer Refund and Deposit Policy and Booking Confirmation.

Late-return charges will be calculated by reference to the hire charges that would have applied if the additional period of hire had been booked in advance for the same Equipment, unless a different late-return rate or charging basis is shown before checkout or in the Booking Confirmation.

For example, if the Equipment is returned one day late, the additional charge will usually reflect the applicable one-day hire charge for that Equipment. If the Equipment is returned for a longer additional period, the charge may reflect the applicable hire rate for that longer period, where such a rate is available for the Equipment.

Late-return charges apply for each day or part-day after the agreed return time until the Equipment is returned, collected by us where return collection applies, or treated by us as lost or not returned.

Late-return charges are intended to reflect continued unauthorised hire after the agreed return time. They do not give you a right to keep the Equipment beyond the agreed Hire Period, do not guarantee that an extension would have been approved, and do not limit any other sums properly due under the Hire Terms.

Any standard grace period or reduced late-return charge will be shown before checkout. We may also apply a discretionary grace period or reduced charge in individual cases.

10. Delivery, If It Applies

Delivery applies only where we offer or agree it for your Booking.

If delivery applies, we will deliver the Equipment to the address or delivery point shown in the Booking Confirmation.

Delivery charges, delivery windows, service areas and any delivery restrictions will be shown before checkout, in the Booking Confirmation, or otherwise agreed before the delivery is arranged.

Delivery will be subject to:

• availability;

• booking acceptance;

• payment;

• Deposit or Pre-authorisation requirements;

• identity, age, address and fraud-prevention checks;

• delivery-slot availability;

• service area restrictions;

• product-specific restrictions; and

• safe and suitable access.

Unless stated otherwise before checkout or in the Booking Confirmation, delivery is to the address entrance or another safe accessible point agreed by us.

Delivery does not include installation, assembly, or carrying Equipment to a specific room, use area, upper floor, basement, roof space or other location unless that service is expressly agreed as part of your Booking.

You must ensure that:

• the delivery address is accurate and complete;

• you or your Authorised Representative is available during the delivery window where required;

• any required identity, age, address, payment or handover checks can be completed;

• the delivery location is safe and accessible;

• there is suitable access for the delivery vehicle, driver, Equipment and delivery point;

• any parking, access, reception, security or site instructions are provided in advance; and

• delivery will not require our driver or staff to enter unsafe, restricted or unsuitable areas.

We may refuse delivery if we reasonably consider the location, access, handover, checks or circumstances unsafe, unsuitable or inconsistent with the Booking Confirmation.

11. Delivery Handover

If delivery applies, handover occurs when Equipment is delivered to the agreed delivery point and received by you or your Authorised Representative.

We may require signature, proof of identity, proof of age, proof of address, payment confirmation or other handover checks before releasing Equipment at delivery.

We do not provide unattended delivery for high-value or identity-check-required Equipment unless we expressly agree otherwise in writing.

If the person receiving delivery is not the person who placed the Booking, that person must be an Authorised Representative and must meet any age, identity or competency requirements that apply to the Booking.

You are responsible for the Equipment from handover until it is returned to us or collected by us in accordance with the agreed process.

12. Failed Delivery

Delivery may fail if, for example:

• you or your Authorised Representative is unavailable where required;

• the address is incorrect or incomplete;

• required identity, age, address, payment or handover checks cannot be completed;

• access is unsafe, unsuitable, blocked or restricted;

• site conditions prevent safe delivery;

• the delivery location is outside the agreed delivery area;

• the Equipment cannot reasonably be handed over; or

• another issue within your control prevents delivery or handover.

If delivery fails because of an issue within your control, we may charge a failed delivery fee where the amount or charging basis was disclosed before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred.

We will not charge a failed delivery fee where the failure was caused by us.

Where appropriate, we may offer to rearrange delivery, cancel the Booking, or make the Equipment available for customer collection, subject to availability, charges properly due, and your legal rights.

13. Return Collection, If It Applies

Return collection applies only where we offer or agree it for your Booking.

If return collection applies, we will collect the Equipment from the address shown in the Booking Confirmation or otherwise agreed with you.

Return collection charges, collection windows, service areas and any restrictions will be shown before checkout, in the Booking Confirmation, or otherwise agreed before the collection is arranged.

You must ensure that:

• the Equipment is available for collection during the agreed collection window;

• the address is accurate and complete;

• you or your Authorised Representative is available where required;

• any access, reception, parking, security or site instructions are provided in advance;

• the Equipment is complete and ready for collection;

• the Equipment is safe to handle;

• the Equipment is not contaminated or hazardous; and

• access is safe and suitable.

You remain responsible for the Equipment until it has been collected by us in accordance with the agreed return collection process.

If we fail to attend an agreed return collection without your fault, your responsibility for the Equipment continues only to the extent that you fail to take reasonable care of it pending rearranged collection.

Where we fail to attend an agreed return collection without your fault, no failed return collection fee will apply and late-return charges should not apply for the period of delay caused by us, provided you take reasonable care of the Equipment and cooperate with rearranged collection.

14. Failed Return Collection

Return collection may fail if, for example:

• the Equipment is not available for collection;

• you or your Authorised Representative is unavailable where required;

• the address is incorrect or incomplete;

• access is unsafe, unsuitable, blocked or restricted;

• the Equipment is not complete or ready for collection;

• the Equipment is not safe to handle;

• the Equipment is contaminated or hazardous;

• site conditions prevent safe collection; or

• another issue within your control prevents return collection.

If return collection fails because of an issue within your control, we may charge a failed return collection fee where the amount or charging basis was disclosed before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred.

We will not charge a failed return collection fee where the failure was caused by us.

No failed return collection fee applies where you are responsible for returning the Equipment to us and no return collection service has been booked.

If return collection fails because of an issue within your control, you remain responsible for the Equipment and late-return charges may continue to apply until the Equipment is returned, collected, or treated as lost or not returned in accordance with the Hire Terms.

15. Unsafe, Unsuitable or Restricted Access

We may refuse customer collection, release, delivery, handover, return collection or loading assistance where we reasonably consider that access, the location, the vehicle, the proposed route, the proposed handover point, the proposed loading arrangement, the proposed use, or the circumstances are unsafe, unsuitable, unlawful or likely to damage Equipment, property, staff, customers or any person.

Examples may include:

• unsafe stairs, lifts, basements, roof spaces or confined areas;

• blocked, restricted or unstable access;

• unsafe parking or loading conditions;

• dangerous site conditions;

• aggressive, threatening or abusive behaviour;

• suspected fraud, theft, misuse or non-return risk;

• missing or failed identity, age, address or payment checks;

• unsuitable vehicle or loading arrangement;

• a location outside an agreed service area; or

• any situation that would require us to breach law, site rules, product restrictions or safety requirements.

Where refusal is caused by an issue within your control, charges properly due under the Hire Terms, Consumer Cancellation Policy or Consumer Refund and Deposit Policy may apply.

Where refusal is caused by us or by an issue outside your control, we will provide any refund, rearrangement or remedy required by law and our policies.

16. Equipment Condition at Handover

We may record the condition of Equipment before release, collection, delivery, return or return collection using:

• photographs;

• inspection records;

• test records;

• accessory lists;

• serial numbers;

• asset tags;

• signed handover records;

• delivery records;

• return records; or

• other reasonable evidence.

You should tell us as soon as reasonably possible, and before using the Equipment where practicable, if Equipment or accessories appear missing, damaged, dirty, unsafe, incomplete or materially different from the Booking Confirmation.

You must not use Equipment that appears faulty, damaged, unsafe, incomplete, contaminated, wet where this creates electrical risk, or otherwise unsuitable for use.

Nothing in this Policy reduces your legal rights where Equipment is faulty or not supplied as required by law.

17. Return Condition and Inspection

Return does not mean that the Equipment has been accepted as complete, clean, undamaged or free from Return Issues.

We may inspect Equipment after return or return collection before releasing or refunding any Deposit or Pre-authorisation.

If damage, missing accessories, contamination, wet condition, substitution, late return or other Return Issues are identified at return or return collection, we may inspect the Equipment and make deductions or charges where properly due.

Any deductions or charges will be handled under the Hire Terms and Consumer Refund and Deposit Policy.

18. Cancellations, Changes and Optional Services

Cancellation and change requests are handled under the Hire Terms and Consumer Cancellation Policy.

If you cancel or change a Booking after an Optional Service has been arranged, attempted or performed, reasonable disclosed charges may apply where properly due.

If a change affects delivery, return collection, loading assistance, collection from a non-shop location, service area, access requirements, timing, vehicle requirements, safety requirements or product restrictions, we may need to approve the change before it applies.

We may refuse a requested change where the Equipment, timing, location, Optional Service, customer details, access arrangements or safety conditions are unsuitable, unavailable, unsafe or inconsistent with the Booking.

19. Contact Details

For questions about collection, return, delivery, return collection or Optional Services, contact us using:

• Email: london@pro-tool-hire.co.uk

• Phone: 07922 232 181

20. Summary Table

This table is a plain-English summary only. The full Policy and Hire Terms apply.