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About the Equipment

Is the equipment in good condition?
Every lens is visually inspected for both focus and sharpness and we guarantee that the lens will be in good working order prior to shipping out and that the pictures it takes will be clear and sharp. Because our lenses are used regularly, it’s possible there may be some cosmetic scuffmarks on the barrels and hoods, but these will be purely cosmetic and will not affect image quality.

What should I do if the rental item becomes damaged in transit?

Please email support@thelenspal.com immediately with details of the problem if you think something is amiss. It is true that a very small percentage of lenses can have electronic problems such as image stabilization or autofocus failure, but there is very little chance of this happening as we pack the equipment in special packaging material to guarantee its safety. We have very rarely had any problems with the way UPS handle our packages. However, if your package arrives in really bad condition, then you must notify us within 3 hours of receiving it and provide photographs showing the condition of the box.

Please note that if we send you a replacement item and the original equipment turns out to be functioning as expected, you will be charged rental fees for both rentals.

What accessories are supplied with a lens Rental?

Our lenses are shipped with the accessories that were supplied with the item when first purchased. We do not ship manuals as these can be easily accessed via the product page on our website.

Please remember that you are responsible for ensuring the return of accessories such as lens hoods, tripod rings and cases chargers etc. These items can be quite expensive to replace and the next person who rents the equipment expects to receive them in their package.

What accessories are supplied with a camera Rental?
All camera bodies are shipped with a body cap, camera strap, charger and a battery. We do not ship manuals as these can be easily accessed via the product page on our website

Please remember that you are responsible for ensuring the return of accessories such as chargers and batteries etc. These items can be quite expensive to replace and the next person who rents the equipment expects to receive them in their package.

What do you consider damage?

We consider, including, without limitation that scratch marks on a lens element or damage caused by physical impact or improper usage such as barrels that are dented, damaged mounts, zoom and focus rings that don’t rotate properly, filter threads, internal water or moisture damage that can cause electrical problems such as failure to autofocus or inability to zoom, excessive internal dust and large or deep scratches to a lens barrels are all considered to be your responsibility and therefore chargeable.

Minor scuffmarks to the barrel or hood are considered normal use and not damage. We use Nikon and Canon repair centers as arbitrators and if their report states that the damage is due to moisture or impact, then the customer is responsible.

What is damage waiver cover?

For a small charge, damage waiver can be purchased through The LensPal and will help provide protection from liability for unintentional damage to a rental item. If an item is damaged unintentionally, you only have to pay a small deductible equivalent to 15% of the replacement cost of the item. The rest is paid by us. If no insurance is purchased, you will be responsible for the full cost of repairing the damaged item or in some cases the cost of replacement.

IMPORTANT: The damage waiver does not cover loss or theft. It is possible that you may covered for theft through your credit card, homeowner’s or business policy especially if you have separate coverage that provides for photographic equipment. However, your deductable may be quite high so you should check with your insurance agent before making a claim.

Please note water or sand damage is considered negligence by the insurer and is NOT covered as damage.

Most items we rent have a damage waiver selection option below the rental period section. The option indicates how much the damage waiver will cost for a particular item and clicking the ‘Yes’ radio button will automatically add this to your shopping cart. If you forget to add insurance to your order during checkout, please contact us and we can add it to your order if it has not yet been shipped.

As a guideline the following types of damage are not normally considered to be covered by damage waiver and you will remain fully liable for the cost of replacement or repair to the equipment.

  • Water or sand damage;
  • Intentional damage;
  • Damage caused by abusive use of the equipment;
  • Lost or stolen equipment;
  • Lost accessories (caps, hoods, tripod rings, bags, etc.)

What if I ordered the wrong lens?

If you order a lens that is not compatible with your camera or you just ordered the wrong lens then we will work with you to solve the problem by shipping out something more suitable.

We will credit your account for any unused time on the rental but we will make a charge for the time the equipment was in your possession, with a minimum charge equivalent to 25% of the 4 days rental. We don't refund or credit shipping charges.

If the lens is not suitable for your application and you need to get something better, then we will charge you our 4 day minimum charge for rentals. Rental fees paid beyond the 4 day minimum will be credited to your account.

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