REFUNDS
When is a Renter eligible for a refund?
Item not as described
If the item arrives not as described, the Renter can report it themselves in the app within 12 hours of delivery. If they send the item back within 12 hours, they receive a full refund automatically, and they do not pay for the return.
An item is considered "not as described" if:
The size is different than what was listed
The item is not clean
The item has rips, stains, or damage that was not disclosed
The item was hemmed or altered without disclosure
The item is counterfeit without disclosure
The best way to avoid this is to always send items that are clean, ready to wear, and accurately described. If you send out an item that is not as described, you will not receive a payout and may be liable for delivery and return costs.
Item does not fit
Fit refunds are at your discretion as the Owner. You can set your fit refund policy per listing — 100%, 50%, none, or upon request. This is displayed to Renters on your listing.
Renters must return the item within 12 hours of receiving it to qualify for an automatic Fit Refund. If the item is not returned within this window, the refund will be automatically canceled.
If you offer fit refunds and the Renter returns the item the same day, the rental is canceled and a refund is processed automatically
Fit refunds are issued as Pickle Credits, not as a refund to the Renter's card
You will not receive a payout for fit refund rentals
The only exception is first-time risk-free rentals, where Pickle covers the cost of the fit refund
Renters must return the item in the same condition as it was received to qualify for a refund.
If a renter decides to keep the item instead of returning it, the Fit Refund is automatically canceled.
If you offer fit refunds on a case-by-case basis, the Renter will message you for approval first, then contact Pickle Support to process it.
If a refund is automatically canceled due to a late return, the renter can still pursue a manual refund by sending the item back and obtaining the owner's approval. Renters should communicate with the owner to obtain approval for a late refund and share proof of the owner's consent with Pickle Support to facilitate the refund process.
Owner Discretion and Communication Best Practices
Owners can withdraw a previously offered Fit Refund if the renter does not meet the agreed-upon return conditions, such as returning the item by a specific date.
Owners can decline refund requests that do not meet the eligibility criteria, such as requests made a week after delivery.
Clearly communicate your decision regarding refund requests to renters, especially in cases of late returns.
Renters should use the in-app messaging system to discuss refund eligibility with the owner. If necessary, renters can provide screenshots of the owner’s approval to Pickle Support for further assistance.
Item arrives late
If the item does not arrive in time for the Renter to use it, they may be eligible for a full refund. You will not receive a payout, unless the delay was caused by the shipping carrier or courier.
Item comes back damaged or is not returned
If an item comes back to you damaged, or is not returned, go to your order page, open the What's Next section and tap Report an Issue within 48 hours. If you've already reported it, have your claim number ready; with a claim number you can talk to a support agent.
Shipping late as an Owner
If you're late to ship an item, the app shows a pop-up prompting you to either upgrade your shipping label (which you pay for) or cancel the order, which carries a penalty. We strongly urge you not to ship using your existing label, because it will not arrive on time.
CANCELLATIONS
Pickle's Cancellation Policy
Courier & Hand-Off Orders:
Within 2 hours of offer acceptance → free cancellation, full refund to renter, regardless of rental start date
After 2-hour grace period and rental starts in more than 2 days → full refund to renter, no fee
After 2-hour grace period AND/or rental starts in 2 days or less → $20 cancellation fee applied, given to renter as Pickle Credits
Shipping Orders:
Within 2 hours of offer acceptance → free cancellation, full refund to renter, regardless of ship-by date
After 2-hour grace period and ship-by date is more than 2 days away → full refund to renter, no fee
After 2-hour grace period AND/or ship-by date is 2 days or less away → $20 cancellation fee applied, given to renter as Pickle Credits
For all delivery methods:
No fee applies if you need to cancel because the item was returned late from a previous Renter
If both parties agree to cancel, use the in-app mutual cancellation (see the FAQ below). No fee applies to either party, it doesn't count toward either party's cancellation rate, and no screenshot is needed.
If cancellation is processed via the app → cancellation fee applies automatically, unless you use the in-app mutual cancellation. If cancellation is requested through Pickle Support → no cancellation fee will be charged
FAQs
What if the Owner and Renter both agree to cancel? Either of you can request a mutual cancellation in the app: go to the bottom of the order page, tap Cancel, and choose the option to request a mutual cancellation. You no longer need Pickle Support. If both of you agree, it happens automatically. It creates no penalty or cancellation fee for either party, even if the normal cancellation window has already passed, and it does not count toward either party's cancellation rate. If you don't see the option, both of you need to update the app to the latest version. It can't be requested once the order is already in progress (for example, the item is in transit or a courier or hand-off is underway).
What if I can't get in touch with a Renter? If a Renter is unresponsive for more than 2 days after the expected start of the rental period, Pickle will cancel the order and issue you a 50% payout.
What if the item has already been shipped? Once an item has been shipped it can no longer be cancelled.
What is the difference between a cancellation and a refund?
A cancellation applies when:
The rental period has not yet started
The Renter's plans changed and they no longer need the item
There is a clear lack of communication from the Renter
A refund applies when:
The rental period has already started
The item is not as described or arrives damaged
The item arrives too late to use
How to protect yourself from refund and cancellation situations
Always send items that are clean, fresh, and exactly as described
Complete a condition report with photos before every send-out and after every return
Respond to Renter messages and offers promptly
Be transparent about any wear, alterations, or sizing quirks in your listing
Set your vacation/unavailability in the app if you know you cannot fulfill rentals: Closet tab → settings gear → Manage Availability