FAQ - Equipment Rental

DELIVERIES

DELIVERY BEFORE DEPARTURE

In mainland France (specific conditions apply for Corsica). We can deliver to your home or to the Pickup point of your choice.

DELIVERY TO A RELAY POINT

There are many retail collection points. We can also deliver to your hotel or serviced apartment, if it has a reception desk. Please let us know in advance.

OTHER DELIVERY

For any other requests, please contact us by email.

DELIVERY RATES
      1. Standard delivery to a Relay Point / Return to a Relay Point : free, we offer delivery!
      2. Express home delivery / Return to Relay Point : €10
      3. Premium home delivery & return collection from your home : €20

DELIVERY TIMES

  • The average time observed for deliveries to relay points is generally 3 to 5 working days;
  • The average time observed for express home deliveries is generally 1 to 3 working days.

These delivery times cannot be guaranteed, we make every effort to ship packages as quickly as possible.

MINIMUM RENTAL PERIOD

Rentals are for a minimum of two days. If you wish to rent for less than two days, please contact us at location@planete-rando.fr

CORRESPONDENCE OF DATES

The dates you indicate are dates when you wish to have the equipment. These are therefore full days when you can have the equipment. We will therefore deliver to you before ( at least 1 day before ) and the return will be made after ( from the day after 11 a.m. of the end date or on D+X of the first available working day ).
Examples :
  • You rent for 1 week from Saturday to Saturday, the return will be the day after tomorrow, i.e. Monday morning at 11 a.m.;
  • You rent for 1 weekend from Saturday to Sunday, the return will be the next day, Monday morning at 11 a.m.;
  • You rent for a few days from Saturday to Wednesday, the return date falls on a Thursday, a public holiday, so the return will be on Friday morning at 11 a.m.

EXTENDING YOUR HOLIDAYS

To do this, you must notify us as soon as possible to confirm that this is possible. Contact us at location@planete-rando.fr with your name, order number, the original end date, and the new desired end date. We will respond as soon as possible.

LAST MINUTE ORDER

For operational reasons, you cannot place an order with a lead time of less than 6 days before the first day of rental. This minimum period of 6 days allows us time to prepare your order and deliver it and to maintain a safety margin in case of exceptional delivery delays. However, do not hesitate to contact us via live chat to see if a solution is possible (hand delivery, etc.).

RECEIPT OF MY PACKAGE

When you place an order, you select the date “START DATE”, the package will be received at least 24 to 48 hours before this date.
  • For example, if your rental start date is a Saturday , you will receive your package on Friday at the latest.
  • If the rental starts on Monday , delivery will be on Saturday

    RETURN OF MY PACKAGE

    Items must be dropped off at a collection point, post office or reception at your accommodation the next morning (11am) at the latest after the “END DATE” date entered when ordering.

    • If D+1 falls on a Sunday or a public holiday, the return must be made the following day.
    • If this deadline is not met, late payment penalties may be deducted from your deposit.

    Regardless of the delivery method chosen, packages must be :

    • Pack properly with all rented items inside.
    • Close using the adhesives , including the TSG Void security label provided for this purpose.
    • The Return label must be affixed legibly to the package.

    Packages must be dropped off using the chosen delivery method :

    • Delivery to a relay point : drop-off at the Pickup Point of your choice with proof of drop-off;
    • Home collection delivery : hand delivery to our carrier

    Important : any failure to comply with these rules will result in a penalty of €10 per package.

    SECURITY OF MY PACKAGE

    We check the contents of your bag before each order. Each package will be delivered in a reusable "repack" bag with a Velcro closure or in a larger reusable zippered bag. The use of either system will be determined by the volume required.

    • The "repack" bag with Velcro is closed with a "scotch" type guarantee strip. We affix a blue TSG Void security label to it.
      This device will provide proof of opening during the delivery process. Indeed, as soon as the sticker is removed or peeled off, the inscription "VOID OPEN" will appear immediately. Therefore, if your package is received with this inscription or the label is missing, please check the contents immediately and notify us promptly of any possible shortage.
    • The zippered bag is closed with a cable tie, which will provide proof of opening during the delivery process. Please contact us immediately if you notice the absence of this tie in case of possible shortage of material.

    Important : Please contact us immediately if you notice any missing equipment. The absence of a security tag or cable tie allows us to measure any potential openings during the delivery process.

    LATE PENALTY

    We will calculate a delay based on the day the package was returned. You are not responsible for any delays due to shipping. If you have a problem dropping off your package on the day specified in your order, please contact us at location@planete-rando.fr.

    We'll discuss how to handle the situation together. If you don't hear from us and don't drop off the package the morning after your last rental day, we'll charge a penalty of EUR 15 per day of delay, in addition to the rental cost.

    RELAY POINT

    You have chosen delivery and return to a Pickup Point. You can drop off your package, duly stamped and using the return label provided, at any Pickup Point in the Pickup network.
    • You can view the various Relay Points nearby via the pickup.fr website

    SECURITY DEPOSIT / SECURITY DEPOSIT

    YES , as with any rental, a deposit will be requested before the order is shipped. This is a bank imprint, the amount is not debited .

    AMOUNT OF THE SECURITY DEPOSIT

    The amount of the deposit is variable : it corresponds to the sum of the values of all the products rented.
    • These amounts are visible on each product sheet of the items available for rental.

    CONDITION OF THE EQUIPMENT

    All equipment is checked , cleaned and disinfected between each rental . It is repaired if necessary. An inventory is systematically carried out before and after rental.

    SIZE PROBLEM

    To ensure you order the right size, you'll find a size guide with measurements for each size in the product sheet. If in doubt, it's best to contact us or order the larger size. Contact us via email or live chat with the following information:
    • My height (cm)
    • My weight (kg)
    • My measurements (chest size, waist size, hip size) in cm
    • The size and brand of my favorite clothes.
    If, despite everything, upon receiving the outfit, the size does not fit, you must notify us immediately by email at the address location@planete-rando.fr and return the outfit within 24 hours of receipt.

    We can also send you a new outfit in the same price range depending on available stock, keeping a 15 euro deduction for management and transport costs.

    DEFECT OBSERVED

    When you receive the item, we will have already checked it and made an inventory . A sheet with our findings is sent by email when the package is shipped. We strongly advise you to check the item and notify us if you do not agree upon receipt at the email address location@planete-rando.fr by attaching photos.

    If you agree with our inventory, enjoy your vacation! At the end of your stay, please let us know of any damage or loss by responding to the original email.

    CLEANING / REPAIR

    There's no need to clean rented clothing and/or equipment before returning it. Once received, we inspect it and take care of hygiene and cleaning to ensure each piece of equipment is ready for the next rental.
    • Cleaning and disinfection are included in the price we offer.
    • However, we ask that you kindly dust and remove any rubbish and other waste. (Some examples: tissues in backpacks, dust and rubbish in tents, etc.)

    IMPORTANT : TENTS and BACKPACKS must be aired and dried before being returned.

    SPECIAL CASE OF TENTS

    Tents (tent & flysheet) must be returned:

    • dry;
    • the inside of the tent cleaned of all debris, dust, sand, earth...
    • the exterior (under the tent) must be returned clean as protected by the groundsheet provided for this purpose. (applicable if groundsheet / survival blanket provided) with the same equipment as upon delivery (poles, ropes, pegs, etc.)

    ANY FAILURE TO COMPLY WITH THESE RULES WILL RESULT IN AN ADDITIONAL CLEANING CHARGE AND/OR REPLACEMENT OF LOST EQUIPMENT.


    For example :

    • “Intensive” cleaning of the inside of the tent: from €10 to €50 depending on the level of dirt and the size of the tent
    • “Intensive” cleaning of the tent’s double roof: from €10 to €50 depending on the level of dirt and the size of the tent
    • “Intensive” cleaning of the exterior of the tent: from €10 to €50 depending on the level of dirt and the size of the tent
    • Loss/breakage of hoops: from €15 to €100 depending on the type of hoops.
    • Loss/breakage of stakes: from €1 to €10 depending on the type of stake.
    • Loss/breakage of cord: from €5 to €15 depending on the type of cord.

    Our "TRANQUILITY" guarantee covers minor damage and accidental soiling which would be deducted from these penalties.

    DAMAGED ITEM

    At any time, you can report it to us by email at location@planete-rando.fr Then, you must first report it by replying to the inventory email. Upon receipt , we check the equipment and estimate the cost of repairs .
    • This cost will be communicated to you. A deduction will be made from the security deposit depending on the extent of the repairs.

    CANCELLATION OF ORDER

    • The Renter may cancel an order up to 15 days before the scheduled delivery date of the equipment by PLANETE-RANDO. In this case, the amount of the order will be refunded within a few days;
    • In the event of cancellation between 15 days and 7 days before the scheduled date of dispatch of the equipment by PLANETE-RANDO , cancellation fees of 15 euros per equipment rented apply. We advise you to take out our cancellation guarantee *;
    • In the event of cancellation less than one week (i.e. 6 days) before the scheduled date of dispatch of the material by the site, the entire amount of the order will remain acquired by PLANETE-RANDO .

    * To protect you from possible cancellations, we offer a cancellation guarantee . No more doubts about the dates chosen, you can cancel your rental up to 7 days before the date of shipment of your order. We only retain the amount of this guarantee.