Not as described

A piece that arrives materially different from its listing is refunded in full, including the delivery fees paid in both directions. The lender receives no payout on a rental that qualifies. It is one of only two refunds where the courier comes back too (the other is a piece that arrives too late to wear), because in both the delivery is part of what failed.

What counts

A different colour, a different size on the label, damage the listing never mentioned, a piece that is not the piece in the photographs, or one that turns up dirty. A strong smell counts too (smoke, mildew, heavy fragrance), because a piece you cannot wear out of the house is a piece that did not arrive ready. So does an alteration the listing never mentioned, and a missing part: a belt, a tie, a detachable strap, a second earring.

What does not: a piece that simply did not fit. That is a fit refund, and it has its own rules. Nor a change of mind, nor a piece that photographed better than it looks. Wear and age the listing described are what the listing described.

What to do

1. Do not wear it.
2. Report it on the order within 12 hours of delivery, with photos. Your arrival video is the other half of this. It is the record of the piece as it reached you.
3. Return it the same day.

If you are not sure it qualifies, report it anyway. A person reads it, and the worst answer is that it turns out to be something else with its own rules. Not reporting inside the 12 hours is the one thing that cannot be undone.

If it is a counterfeit

Say so. A piece confirmed as counterfeit means a full refund to you, no earnings for the lender, and the listing comes off Jelly. See What you can list.

Where it goes

Jelly reads both sides' captures and the listing as it stood when you booked, mediates, and charges whoever is responsible. Your report is written down, and nothing about it is shared with the lender beyond what she needs to answer it. See If something goes wrong.