If you, as a Borrower, book and pay for an item through The Volte UK and subsequently encounter a ‘Rental Issue’, you may be eligible for a refund. Any refund provided will be at the sole discretion of The Volte UK and may be either full or partial, excluding applicable shipping charges, administration fees, and processing fees.
What constitutes a Rental Issue?
A Rental Issue generally includes, but is not limited to, the following circumstances:
- Lender Cancellation or Non-Delivery:
- The Lender cancels the confirmed reservation within 24 hours or less before the scheduled rental start date or fails to deliver the item.
- Item Not as Described:
- The received item materially differs from the description provided by the Lender in the original Listing on The Volte UK platform.
- Lenders must ensure accuracy in item descriptions.
- Minor signs of general wear and tear, which are common in pre-worn rentals, are not considered grounds for refund under this policy unless significantly deviating from the provided description.
- Condition and Cleanliness of the Item:
- The item received is not reasonably clean and hygienic or presents clear safety or health hazards that adversely affect safe use by the Borrower.
- Late Delivery of Item:
- The item arrives too late for you to reasonably use it for your intended rental date, despite booking with sufficient lead time.
- Claims related to late delivery are assessed on a case-by-case basis:
- If the late arrival was due to insufficient booking lead-time by the Borrower, no refund will be given.
- If the Lender fails to dispatch the item on the agreed shipping date or does not use an agreed priority delivery service (e.g., Royal Mail Special Delivery Guaranteed), resulting in late arrival, the Borrower will receive a full refund.
Submitting a Valid Refund Claim
To initiate a valid refund claim under this policy, Borrowers must strictly adhere to the following process:
- Notification:
- Notify The Volte UK within 6 hours of receiving the item, or upon discovery of the Rental Issue.
- Return the Item Promptly:
- Return the item via Royal Mail or another agreed courier no later than the next business day after notifying The Volte UK of the issue.
- Tracking details must be provided as proof of return.
- Provide Evidence:
- Include clear photographic evidence or other supporting documentation clearly showing the Rental Issue.
- If the Rental Issue is due to late delivery and the Borrower could not use the item due to attending an event, being on holiday, or similar circumstances, additional evidence (such as event tickets or flight confirmations) may be required.
- Unworn Condition:
- The item must be returned in the condition received—unworn (other than trying it on briefly to assess fit).
- Cooperation:
- Promptly respond to any requests by The Volte UK for further information or assistance.
- Reasonable Attempts to Resolve:
- Demonstrate reasonable efforts to resolve the Rental Issue directly with the Lender via the platform messaging system before escalating the claim to The Volte UK.
- No Fault of Borrower:
- Confirm that the Rental Issue has not been caused directly or indirectly by your actions or omissions.
The Volte UK will carefully evaluate refund claims on their merits, applying fair consideration to each individual circumstance. While we strive to ensure timely and satisfactory resolutions, refunds remain at the discretion of The Volte UK, and determinations will be final.