If your item is damaged by a Renter please follow the steps below:
💬 Make the Renter aware of the damage as soon you open the package. You should always open your returns when they arrive with you. Take photos and include them in the message. Keep hold of these in case we need to see them too! All damage must be flagged with the renter or the HURR team within 14 days of receiving your rental back.
🪡 If the damage is minor and you’re happy to take the item to a cleaner or tailor of your choice, please discuss this with the renter to come to an agreement. If they took out Damage Protection, they'll be covered by us for up to £50. Just be sure to keep receipts to send us once the work is complete! The Damage Protection would be shown on their price breakdown for the rental if they aren't sure about this. If Damage Protection was not taken out, your renter is liable for any charges. You can charge a renter for any reason directly from your account up to 14 days after your rental end date. You can see full instructions HERE!
🚨 If you believe the damage to be major, please follow the above steps and know that we are on hand if needed. While we are dedicated to providing support and guidance in resolving disputes between renters and lenders, it’s essential to note that as a marketplace, HURR cannot assume financial responsibility for any loss or damage. We will, however, do our utmost to assist you throughout the process.
We ask that you kindly bear in mind that minor wear and tear is sometimes to be expected when lending items. Should a repair slightly alter an item please let us know and we’ll advise on whether you can keep renting it on HURR. Just because an item’s lived a little doesn’t mean it can’t live a little more!