It arrived damaged, dirty or not as described
Photograph it, message the lender, and raise it from the booking within 24 hours of it arriving. You can claim a refund up to what you paid for the rental.
Updated 6 October 2026
A stain, a tear, a smell, or a piece that isn't the one, the size or the condition the listing showed. Raise it while the piece is still in front of you.
What to do first
- Don't wear it, wash it or try to fix it.
- Take clear photos: the whole piece, the problem up close, and the label. Photos on your phone are dated, which makes them your evidence.
- Message the lender from the booking. Most things are sorted fastest that way.
- If you can't sort it out together, raise it from the booking.
What to send
- At least 2 photos. The form won't send without them.
- What's wrong, and what you'd like to happen.
- A refund amount. You can ask for up to what you paid for the rental.
Keep your messages with the lender on Ourfit, so they're on the record too.
The deadline
Tell the lender and Ourfit within 24 hours of the piece arriving. If something comes up later in the rental, raise it before the rental ends. Leaving it later can affect a refund.
Raise it from the booking
The issue opens once you've confirmed the piece arrived and the booking says With you.
Open the booking and press Report an issue with this booking, at the bottom. Choose The item isn't as described, then fill in Describe what happened, add your Photos and propose a Refund amount (AUD).
It's also under More options, then Need help with this booking? and Raise an issue with this booking.
What happens next
The lender has 5 days to accept your amount, counter with a different one, or contest it. Contesting sends it to Ourfit, and we decide on the evidence from both sides. If the lender doesn't answer in time, it comes to Ourfit too.
The claim page shows where it's up to, like Your response needed or Waiting on the other side, and the full History.
If a refund is agreed while you still have the piece, it's paid once the piece is back with the lender. Send it back as planned. Refunds go to your original payment method and usually take a few business days to appear.
If you're the lender
You're told as soon as a renter raises one. Open the claim and accept, counter or contest within 5 days. Your photos from before the piece went out are your best evidence. An agreed refund comes out of the booking payment before your payout.
Next
Still stuck?
Ask a question and get an answer from the help centre.