Bipty mediates damages between Lenders and Borrowers to find the most fair solution for both parties. The goal is to repair pieces when possible, and if not, escalate to a major damage claim where the Borrower buys out the piece from the Lender.
Step-by-Step Claim Process
1) Submit a Claim:
Claims must be submitted within 3 days of the piece being returned.
Open a claim via the blue chat button on the website.
Follow prompts and provide necessary documentation.
2) Documentation:
Before shipping, take time-stamped videos/photos showing showing all detailed angles of the condition.
After return, document any damage with time-stamped videos/photos.
Include repair or dry cleaning receipts, the original purchase receipt, and UPS tracking receipt.
3) Repair First:
95% of damages can be repaired through cleaning or seamstress work.
Lenders can be compensated by the Borrower up to the repair value if they repair the piece within 2 weeks of the claim and provide the repair receipt.
Depending on the damage severity, Bipty may request multiple attempts for repair through different specialists before categorizing a damage as major.
4) Major Damage:
If the piece is beyond repair and has significant damage that make the piece unwearable, the Borrower will be charged the receipt value, effectively buying out the piece from the Lender.
Lenders can be compensated by the Borrower up to the full receipt value if they provide all the required documentation within 2 weeks.
If the piece is with the Lender, they must use the provided pre-paid label by Bipty to ship it to the Borrower within 3 days and will be reimbursed once tracking shows successful delivery. Failure to do so will result in the closure of the claim.
Minor Damage, Major Damage, Wear & Tear
Minor Damages:
Examples: Small snags, minor stains, tears that can be repaired, missing beading.
Lenders can be compensated by the Borrower up to the repair value if they repair the piece within 2 weeks of the claim and provide the repair receipt.
Major Damages:
Examples: Large holes, irreparable tears, significant alterations to the appearance of the piece.
These are damages that make the piece visibly unwearable as it has a major impact on the appearance of the piece.
Lenders can be compensated by the Borrower up to the full receipt value if they provide all the required documentation within 2 weeks.
Wear & Tear:
Kindly bear in mind that normal wear and tear is expected when lending a piece.
The pieces condition is based on the videos/photos documenting condition before shipping.
If wear and tear accumulate over multiple rentals, the last rental's condition becomes the new starting point.
Lenders can retire pieces after several rentals to avoid excessive wear and tear.
Loss & Non-Returns
In the event of loss or theft, the Borrower will be charged the receipt value of the piece, effectively buying out the piece from the Lender.
The Lender must provide documentation, such as the original purchase receipt, to verify the piece’s value.
Important Notes
Kindly bear in mind that normal wear and tear is expected when lending a piece.
Claims will be closed if requested information is not provided within 14 days.
Missing or incomplete documentation may result in an incomplete claim.
Bipty will mediate the claim and their decision is final.