Refund policy

Return and Refund Policy

All rental items must be returned by 11:59 PM on the final day of your rental period using the prepaid return label and original packaging provided.

Return Methods

  • Royal Mail branches - Hand over your packaged item with the prepaid label
  • Royal Mail Parcel Lockers - Use the locker service for convenient 24/7 returns
  • If your return date falls on a Sunday - You must use a Royal Mail Parcel Locker or postbox that accepts tracked returns

Return Window

  • All rental items must be dropped off for return on the final day of your rental period.
  • Customers are responsible for checking the opening hours of their chosen Royal Mail branch, Parcel Locker, or postbox to ensure the item is accepted on time.
  • The exact number of days depends on the rental length you selected. For example:

    • 3-day rental: Must be returned within 3 days of receipt.

    • 7-day rental: Must be returned within 7 days of receipt.

    • 14-day rental: Must be returned within 14 days of receipt.

What You Need to Return

  • The main product in working condition
  • All chargers and attachments
  • Any accessories provided
  • Original packaging (securely packed for safe transit)

Return Condition Requirements

  • Products should show only fair wear and tear (minor surface marks from normal use)
  • Items must be clean and ready for the next customer
  • Products requiring excessive cleaning beyond standard sanitization may incur additional fees
  • Do not attempt to repair or modify items

Late Returns

  • Daily late fees apply if items are returned after the due date
  • If a product is not returned within 7 days of the due date without contact, it will be considered lost and charged at full replacement value

Damaged or Lost Items

  • You remain responsible for the item until it's scanned by Royal Mail
  • Keep your proof of return and tracking number until we confirm receipt
  • Items damaged beyond fair wear and tear may incur repair or replacement charges
  • Lost or stolen items will be charged at full replacement value

Faulty Items on Arrival

If your rental arrives damaged or faulty:

  1. Contact us within 24 hours of delivery
  2. Provide photos and description of the issue
  3. We'll offer a replacement (if available) or full/partial refund

Return Instructions

A detailed return guide will be included in your parcel or emailed to you with specific drop-off locations and procedures.

Refunds Policy

When You Can Get a Full Refund

Before Your Item is Dispatched

  • You may cancel your booking for a full refund at any time before dispatch
  • Contact us as soon as possible via hi@rentoora.co
  • Once dispatched, bookings cannot be cancelled unless the item is faulty

Faulty or Damaged Items

  • Contact us within 24 hours of delivery with photos and description
  • If we confirm the fault, we'll offer:
    • A replacement item (if available), or
    • Full or partial refund depending on circumstances

When Refunds Are NOT Available

  • Items already dispatched (unless faulty)
  • Early returns of functioning products - no partial refunds for unused days
  • Items returned late or in unacceptable condition
  • Items requiring excessive cleaning due to misuse

Additional Charges (Deducted from Refunds)

You may be charged for:

  • Late return fees - Daily rate depending on item
  • Cleaning fees - For contamination beyond standard sanitization
  • Repair costs - For damage beyond fair wear and tear
  • Replacement costs - Up to full value for lost/stolen items
  • Missing accessories - Including chargers, attachments, or packaging

Refund Processing

  • Timeframe: 5-10 working days from approval
  • Method: Refunded to your original payment method
  • Currency: All refunds processed in GBP
  • Notification: You'll receive email confirmation when processed

How to Request a Refund

  1. Email us at hi@rentoora.co
  2. Include your booking reference number
  3. Explain the reason for your refund request
  4. Provide photos if claiming item fault/damage

All refund decisions are at the discretion of RENTOORA LTD and subject to the conditions outlined above.