Lenders must ensure items match their listing descriptions and flag any existing wear before shipping. Renters should return items in original condition and not clean them unless agreed. Cleaning or damage fees can be charged for extra cleaning or repairs, with proof required. Renters must report poor condition items immediately for refunds.
How should I prepare my item for a rental?
All items must arrive with the renter exactly as described in your listing. Before shipping, perform a thorough quality check. If you notice any pre-existing marks or wear, you must flag these to the renter immediately before dispatch to avoid disputes.
Who is responsible for cleaning the item?
Standard Cleaning: As a lender, the responsibility for 'normal' cleaning (following the garment's care instructions) falls to you once the item is returned.
Renter Responsibility: Renters are expected to return the item in the same condition they received it. They should not attempt to wash or dry clean the item themselves unless explicitly agreed upon.
When can I charge a cleaning or damage fee?
If an item is returned with stains, marks, or damage that cannot be resolved via standard washing instructions, you are entitled to charge the renter a fee. This includes:
Professional dry cleaning costs.
Specialist stain removal.
Minor repairs or alterations.
Pro Tip: The final fee should be agreed upon by both parties. We strongly recommend providing a proof of purchase or receipt for the cleaning service to ensure a smooth reimbursement process.
How do I set a specialist dry cleaning fee?
For high-value items (typically those with a high retail value or delicate materials), we recommend setting an optional dry cleaning fee.
To update: Navigate to your listing, select 'Edit', and you will find the cleaning fee toggle located under the 'Retail Price' section.
What happens if a renter receives an item in poor condition?
To protect our community, we have a strict policy for items that do not meet quality standards:
Notification: The renter must notify you immediately with photographic evidence.
Return Window: The item must be posted back within 24 hours for the renter to remain eligible for a refund.
Support: If you encounter a dispute regarding an item's condition, please contact our team at help@byrotation.com for mediation.