In the case of any damage, loss or theft, By Rotation will help facilitate your reimbursement for the cost of repair. If the item is damaged beyond repair or not returned, the renter will need to reimburse you for the estimated market value of the item or replace the item.

Escalation Process:

How To Report a Dispute for Loss, Theft or Damage:

  • If you have a rental dispute regarding loss, theft or damage, please first try to resolve this directly with the Renter or Lender.

  • If after 7 days of communication you have not come to a resolution, or you have not had a response for 7 days, please reach out to our Customer Support team at help@byrotation.com. Please include in this email the rental details, and as much information as you can regarding the issue. This can include photos, conversation history, dry cleaning receipts, postage tracking etc.

  • Once we have received your report, we aim to respond within 48 hours.

  • If we believe this issue requires payment or replacement, we will then give the reported user 48hrs to respond to us or the reporter via the app.

  • If not contact has been made, By Rotation will contact users via given sign-up details, giving a further 48hrs for response.

  • If after this time users have not been able to come to an agreement, or make contact, we will attempt to take payment for any owed fees. If the item has not been returned, we will attempt to take payment for the listed RRP.

  • Users are to agree to our decision as agreed within our Terms and Conditions. We have the right to suspend any users who do not follow our Terms and Conditions.

If By Rotation mediates the dispute you agree to accept By Rotation’s conclusion. Please also refer to our Terms and Conditions for further information:

Rent Designer Dresses and Bags UK | By Rotation

On almost every occasion, our community is extremely respectful. All users on the app require verification before they can enter into any rental agreement. Our peer-review system ensures a trusted and safe community for all, and for higher-value items renters require existing reviews to make a request. If you are uncomfortable lending out your item to a renter, you can reject their request.

Please note that this does not cover any complimentary rentals, for which the renter (press/media/influencer/VIP) has to reimburse the lender for any loss or damages.


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