Rental Returns, Cancellations & Refunds
We want every Kino Rentals order to be straightforward—from reservation through return. This policy explains how to inspect, use, and return rented equipment, as well as how cancellations, refunds, late returns, damage, and missing items are handled.
This policy applies together with your order confirmation and signed Rental Agreement. Product-specific instructions provided with your rental must also be followed.
General Rules for Every Rental
These rules apply to every rental order. Please review each section before pickup or delivery.
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Kino photographs and counts rental equipment at handoff and return.
Please inspect your order within 60 minutes of receiving it and before using it. Report any visible shortage, pre-existing damage, or incorrect item promptly and include photographs when possible. Damage or shortages not reported within this period may be treated as having occurred during the rental period.
If equipment becomes damaged, unsafe, or stops working during normal use:
Stop using it immediately.
Disconnect it from power when safe to do so.
Contact Kino as soon as possible.
Do not attempt repairs or modifications.
Prompt reporting allows us to troubleshoot the problem or provide a replacement when reasonably available.
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The renter is responsible for protecting the equipment from loss, theft, misuse, avoidable weather exposure, and damage from the time it is handed over or delivered until Kino physically accepts it back.
Rental equipment may be used only for its intended purpose and at the location stated on the order unless Kino approves another location in writing. Equipment may not be sold, loaned, subrented, altered, or repaired by anyone other than Kino.
Please keep all equipment secure when it is not in use. Children and guests should not be allowed to climb on, misuse, or operate equipment that is not intended for them.
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All equipment must be returned at the confirmed time and location.
Leaving equipment outside, at an event venue, near a storage facility, or with another person does not constitute a return unless Kino approved the arrangement in advance.
For delivered orders, equipment must be folded, consolidated, and ready for collection at the original delivery point unless setup or breakdown service was included in the order.
Please return:
Every rented item
Cases and storage bags
Cords, chargers, and adapters
Stakes, weights, ropes, and hardware
Remotes and other accessories
Any broken or detached pieces
Do not discard damaged parts. They may be repairable and must be returned with the order.
Please contact us before the scheduled return time if you anticipate a delay. An unapproved late return is charged at the item’s regular daily rental rate for each additional 24-hour period or portion of a period. Additional charges may apply if the delay affects another confirmed reservation.
The renter remains responsible for the equipment until it is physically received by Kino.
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Ordinary post-event cleaning is included in the rental price. Equipment does not need to be returned spotless.
Before return, customers must:
Remove trash, decorations, tape, and personal property.
Remove excessive food, mud, or other heavy residue.
Wipe up standing liquids and major spills.
Return equipment dry whenever reasonably possible.
Fold and pack equipment as instructed.
Normal wear and removable event soil are accepted. Examples include light dirt, dust, fingerprints, crumbs, and minor scuffs from ordinary intended use.
Additional cleaning or damage charges may apply for conditions such as:
Paint, ink, permanent marker, glue, gum, or candle wax
Burns, melting, cuts, punctures, cracks, or broken mechanisms
Permanent or excessive staining
Mildew or damage caused by wet storage
Bodily fluids, smoke residue, pests, or hazardous contamination
Unauthorized modifications or attempted repairs
Please do not use bleach, solvents, abrasive cleaners, or a pressure washer on rental equipment unless Kino specifically instructs you to do so.
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Kino normally counts and visually inspects equipment at return. Some electrical, mechanical, or concealed damage may require additional testing.
If a shortage, damage, or extraordinary cleaning issue is discovered, Kino may notify the renter within two business days and provide an itemized claim within five business days.
The renter is not charged for ordinary wear or normal cleaning. When additional charges are necessary:
Repairable equipment is charged at the reasonable documented repair or remediation cost.
Missing equipment or equipment damaged beyond economical repair is charged at the replacement value shown on the order or Rental Agreement, plus applicable tax and necessary shipping.
Rental payments cover the use of the equipment and do not count toward purchasing damaged or missing equipment.
Amounts due may be charged to the payment method on file as authorized in the signed Rental Agreement.
Kino does not normally require a security deposit. This does not limit the renter’s responsibility for late, missing, misused, or damaged equipment.
If an item charged as missing is returned within seven days and before a replacement has been purchased, Kino may refund the replacement charge after subtracting any additional rental, damage, or documented recovery expenses.
Cancellations, Changes and Refunds
Refund eligibility depends on when a cancellation or change is requested. The “scheduled handoff” means your confirmed customer pickup or delivery time.
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Seven or more calendar days before the scheduled handoff: The canceled amount is fully refundable.
At least 72 hours but fewer than seven calendar days before the scheduled handoff: The customer may choose either a 50% refund of the canceled rental charges or a one-time rental credit for the full amount paid.
Fewer than 72 hours before the scheduled handoff: Rental payments are nonrefundable.
After delivery, customer pickup, refused delivery, or failure to appear: No refund or rental credit is provided.
A full-value rental credit must be used toward one new reservation within 12 months. The new reservation is subject to current pricing and equipment availability.
Reducing quantities or removing items from an order is treated as a cancellation of those items. Additions and substitutions are subject to availability.
Delivery or setup charges for services that have not been performed or dispatched will be refunded as applicable.
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Rain, wind, temperature, or a change in the customer’s outdoor-event plans does not automatically change the cancellation policy. Customers concerned about weather may request a qualifying reschedule or rental credit before the applicable deadline.
Safety comes first. Kino may decline to release an outdoor item if known conditions make its intended use clearly unsafe. If this occurs, the customer may receive a refund or rental credit for the affected item.
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No refund is provided merely because equipment was unused, no longer needed, prohibited by the venue, or incompatible with customer-owned equipment that was not disclosed before the rental.
If an item is promptly reported and verified as unusable because of a pre-existing defect or failure during normal intended use, Kino will attempt reasonable troubleshooting or replacement. If the affected item cannot be restored or replaced, its rental charge will be refunded.
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If Kino cannot provide a reserved item, the customer will receive a full refund for the unavailable item and any associated service that was not performed.
Refunds are returned to the original payment method. Depending on the bank or card issuer, a refund may take approximately 5–10 business days to appear.
Item-Specific Care and Return Rules
You only need to review the sections for the items included in your order.
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Plastic folding furniture must be used only for its intended purpose.
Do not stand, climb, jump, or dance on tables or chairs.
Do not use chairs as ladders or step stools.
Do not sit or stand on tables.
Do not drag furniture across floors, pavement, or rough surfaces.
Do not move furniture while someone is seated on it or while it is heavily loaded.
Keep furniture away from grills, heaters, open flames, hot cookware, and other sources of excessive heat.
Do not cut, drill, paint, staple, screw, nail, or permanently attach decorations to the furniture.
Protect furniture from rain, sprinklers, flooding, and wet overnight storage.
Do not force folding legs, hinges, or locking mechanisms.
You do not need to wash the tables or chairs before returning them. Light dirt, crumbs, fingerprints, and removable food or cake residue are included in ordinary cleaning.
Please remove trash, decorations, tape, standing liquids, and excessive food residue. Return all furniture folded, dry, and stacked as instructed.
Chargeable damage may include broken or bent frames, damaged hinges, cracks, deep cuts, burns, melted surfaces, permanent stains, paint, marker, wax, glue, gum, mildew, or avoidable water damage.
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The Anker SOLIX Power Station must be kept dry, ventilated, and protected from physical damage.
Never expose the power station to rain, sprinklers, standing water, wet ground, spilled beverages, or other liquids.
Do not place drinks or liquid containers on top of it.
Operate it in a dry, stable, and well-ventilated location.
Keep ventilation openings unobstructed.
Keep it away from heaters, fire, excessive heat, and prolonged direct sunlight.
Do not drop, tip, drag, sit on, or place heavy objects on the power station.
Use only compatible, undamaged cords and equipment.
Do not exceed the power station’s stated output limits.
Never connect it to a building’s electrical panel or wall outlet to backfeed power into a building.
Do not open, disassemble, modify, or attempt to repair it.
If the power station becomes wet, unusually hot, swollen, damaged, or produces smoke, an unusual odor, or abnormal sounds, stop using it immediately and contact Kino. Call emergency services if there is an immediate fire or safety risk.
Return the power station switched off with all provided cables, adapters, covers, and accessories. Customers are not required to recharge the power station before return.
Any liquid exposure must be reported even if the power station appears to continue working.
Solar panel, when included: The solar panel may be used outdoors only as instructed. Do not step on, drag, puncture, sharply bend, or place heavy objects on it. Keep the connected power station, cables, and electrical connectors dry. Return the panel correctly folded, dry, and free of heavy mud or debris.
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10×10 Pop-Up Canopy is a temporary shade structure. It is not a permanent shelter and is not guaranteed to be completely waterproof or safe in severe weather.
Two adults are strongly recommended for setup and breakdown.
Follow the provided setup and breakdown instructions.
Do not force the frame, joints, locks, or telescoping legs.
Fully secure the canopy whenever it is erected.
Use all four provided leg weights. Use the supplied guy lines and stakes where the surface permits.
Do not erect the canopy if it cannot be properly anchored.
Monitor weather conditions while the canopy is in use.
Take it down immediately if gusty winds, thunderstorms, hail, heavy rain, pooling water, snow, or other unsafe conditions develop.
Do not leave the canopy erected and unattended, especially overnight.
Never use grills, heaters, candles, cooking equipment, or open flames under or near the canopy.
Do not hang heavy decorations, lighting, or other objects from the frame.
Do not use staples, screws, nails, pins, paint, or unapproved adhesive on the canopy or frame.
Before return, remove all decorations and debris. The canopy must be fully collapsed and returned with its storage bag, four leg weights, stakes, guy lines, and all other supplied components.
Return the canopy dry whenever possible. If it becomes wet and cannot be dried before return, do not leave it folded or sealed in its bag for an extended period. Notify Kino and follow the return instructions provided so it can be dried without developing mildew.
