The renter hasn't sent it back

Most late returns are a missed trip to the post office. Start with a message, and raise it through the booking if that doesn't work.

What to do first

1. Open the booking. If it says On the way back, it's in the post, so check the return tracking.
2. Message the renter. Once a return is overdue, the button on its card in Bookings says Send a nudge. It opens the conversation with a friendly reminder already written. You read it and send it.
3. If it still isn't coming, raise it from the booking.

Raise it from the booking

Open the booking, then the ... menu at the top. Choose Need help with this booking?, then Raise an issue with this booking, and pick The item never came back.

Describe what's happened and propose a Requested amount (AUD), up to the piece's retail price. Photos are optional.

What to send

• The return date and when you last heard from the renter.
• Your messages on Ourfit, including any nudge.
• The return tracking, if the renter added one.

The deadline

Claims can be raised up to 7 days after the rental's end date. A piece that still isn't back 7 days after the return date is treated as not returned, and the renter can be charged up to its retail price, less any late fees already charged.

If it comes back late

Press Mark as received once it's with you. If you'd raised The item never came back, that claim closes by itself.

Then, within 2 days, you can raise The renter returned the item late from the same menu and propose an amount for the days it was late. See It came back damaged for the 2-day window.

What happens next

The renter has 5 days to accept, counter or contest, with reminders. If they contest or don't answer, Ourfit decides on the evidence from both sides. An agreed or decided amount is charged to the renter's saved card.

If the card can't be charged in full, we tell you. Ourfit doesn't insure pieces or cover a shortfall. On request we can give you the renter's name, contact details, delivery address and whether they verified their ID, so you can follow it up yourself. Where a piece is never returned, we may treat it as suspected theft and share those details with the police.

If you're the renter

See I'm going to be late returning it.

Next

• It came back damaged
• Damage and disputes