If you encounter an issue as a renter or lender on By Rotation, contact the other party within 24 hours. If unresolved after 7 days, email Customer Support with evidence. By Rotation aims to respond within 48 hours and may enforce payment or resolution. Their decision is final as per their Terms & Conditions.
1. Start by speaking directly to the other party
Whether you're the renter or the lender, you should raise any issue with the other person within 24 hours of noticing the problem.
2. If you can’t resolve it within 7 days
Contact our Customer Support team at help@byrotation.com.
When you email us, please include:
📌 Rental details (item, dates, usernames, etc.)
📷 Photos (clear relevant images of the issue)
💬 Conversation history
🧾 Dry cleaning receipts
📦 Postage tracking
➕ Any other relevant evidence
3. Our response time
Once we receive your report, we aim to get back to you within 48 hours.
4. What happens next
If we believe payment or replacement may be needed:
The reported user will have 48 hours to respond.
If they don’t reply, we’ll reach out using their account contact details and give a further 48 hours.
5. If there’s still no resolution
If there's no agreement or response:
We may attempt to take payment for any owed fees.
If the item hasn’t been returned, we may attempt to take payment for the listed RRP.
6. Final decisions & account action
Our specialist team has extensive experience with rental disputes and is trained to assess and manage clothing faults or repairs.
By using the platform, you agree to accept By Rotation’s conclusion in any mediated dispute, as set out in our Terms & Conditions.
We reserve the right to suspend users who do not comply.
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: