Articles on: Resolutions

Report a 'Damage' case

If your item has been returned damaged or faulty, please CLICK HERE.

Next Steps: 

Once your form is filled out, you will be assigned a dedicated case manager who will contact you within one working day. They will email you about your case, and possibly ask you to send your item for a repair appraisal and quote from an authorised third party repair centre. In the meantime, your case manager will also be contacting the renter regarding the damage caused to your item. Once your case manager receives all the required information and repair appraisal, they will make a final decision on liability. 

Renters are responsible for the proper care and return of any items hired through the Fat Llama Service. They will not normally be held liable for compensating the owner for accidental loss or damage to those items unless loss or damage is the result of negligence, forgetfulness, carelessness, improper use, not having the appropriate skills or experience to operate those items, and theft. The Fat Llama Service will determine if they are liable under these circumstances. Regardless of the circumstances, the Fat Llama owner-backed guarantee is in place for owners and as long as the criteria is met, if something happens to your item as an owner we will pay for the cost of repair, replacement value, or the original value with any item depreciation applied, whichever is less.

If however, the damage/fault has been caused by a manufacturing issue, can be classified as wear and tear/cosmetic damage, or something not caused by the renters misuse, then the renter would not be liable to pay and so this would not be covered by our Owner Guarantee. Please see our Owner Guarantee page for more details.

If you go through the claims process, it will take up to two weeks for our Claims Team to make a decision on your case. Your case manager will then inform you of the outcome on your case and further information.

Updated on: 26/02/2024

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