Returns & Disputes

Last updated: October 2026

Rentryo is a marketplace. Owners list their own outfits and you book directly with them. There is no return counter, no courier returns process, and no inspection on return. Rentryo never holds your item, so we cannot accept one back and send it on.

If you rent an item and something goes wrong

Report it in the app. Our team reads the report and gets in touch with both parties — which is why your contact details and the owner's are shown in the queue. We aim to acknowledge a dispute within 2 working days and resolve it within 7.

Depending on the outcome we may refund your platform fee, or take no action, and we write down the decision. You can see the refund rules that apply to each kind of cancellation in our Refund & Cancellation Policy.

If you buy an item and something goes wrong

Report it in the app. We contact both you and the seller. If the sale falls apart, the full amount you paid is refunded to you — we refund what was charged, not just our fee.

What we can and cannot do

We can talk to both parties and decide a dispute. We cannot inspect an item, because we never held it. We cannot tell whether a handover took place, because nobody verifies one. Every dispute is decided from photographs, messages and the account of both parties.

Keep your own record. If you exchanged messages with the other party about a problem, those messages are the most useful thing you can send us.

Item condition

When you collect an item, look at it and tell the owner straight away if something is wrong rather than after the rental. When you return it, return it as you received it. Damage or loss during a rental is between you and the owner, and we will help mediate if you cannot settle it yourselves.

Ratings

After a completed booking you can rate the other party and the item. Ratings are 1 to 5 stars, one per booking.