Articles on: Resolutions

Report a 'Non-Return' case - (VALUE UNDER £1000/MISSING ITEMS)

We’re sorry to hear that your are experiencing an issue with your rental. 

If your item has not been returned and is valued UNDER £1000, 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 the steps being taken to recover your item from the renter. 

By renting on Fat Llama and as per our Terms and Conditions, the renter has accepted liability for the full value of the items they rented from you, and also Fat Llama guarantee this value.

As an owner if you have provided us with sufficient evidence, as mentioned on Owner Guarantee Requirements page, you will be covered for your item up to the value of £25,000 or $30,000 in the unfortunate event that the borrower does not comply. 

If you go through the claims process, it will take two working days 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: 13/02/2023

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