If a piece comes back damaged

Report it on the order within 48 hours of the return, with your captures.

The 48 hours run from the scheduled return date and time (or from when the piece actually reached you, if that was later), and a report after that is not reviewed. See Getting your piece back.

What happens then

Jelly reviews both sides' condition captures, mediates, and charges whoever is responsible. There is no cover to buy, no programme to enrol in and no tier: it is a person reading the record and deciding. See If something goes wrong.

What makes a claim work is what you filmed. The capture you made before the piece went out is the baseline; the renter's arrival and return videos are the rest of it. A claim with a clean before-and-after almost settles itself. A claim with neither is one person's word. See Sending a piece out.

What can be charged to the renter

• The cost of repair by a tailor, a cleaner or a cobbler.
• The replacement value you declared on the listing, where a piece cannot be repaired. Once a replacement value has been paid, the piece belongs to the renter.

Get a quote where you can. A tailor's or cleaner's estimate is the fastest way to a number everyone accepts.

What cannot

Normal wear is not damage and is not chargeable: deodorant marks, light washable stains, creasing, gentle stretching, minor pilling, a scuff on a sole. Cleaning is yours and is priced into the rental. See Cleaning.

Filing

A receipt is required to file. Proof of purchase or of authenticity, from the listing or attached to the claim. It is never shown publicly or to the renter.

You are paid on the outcome, not on the recovery. Where Jelly resolves a claim in your favour, you are paid whether or not a cent is ever collected from the renter, and your own claim never holds your own payout. See Getting paid.

The renter sees what was reported and can answer it. Both sides go on the record before anything is decided.