REFUNDS
When is a Renter eligible for a refund?
Item not as described
If the item arrives not as described, the Renter has 12 hours from delivery to report it to Pickle Support and schedule a same-day return. If both conditions are met, they are eligible for a full refund.
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.
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
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.
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.
CANCELLATIONS
Pickle's Cancellation Policy
We understand unforeseen circumstances come up. Here is how cancellations work for Owners:
You have a 2-hour grace window after accepting a Renter's offer to cancel with no fee
If you cancel after the 2-hour grace period and within 2 days of the Rental Start Date, you will be charged a $20 cancellation fee, which is given to the Renter as Pickle Credits to find a new piece
No fee applies if you need to cancel because the item was returned late from a previous Renter
Please avoid cancellations where possible — they are disappointing for Renters and can impact your standing on the platform. If you do need to cancel, always send the Renter a personal message to explain the situation.
FAQs
What if the Owner and Renter both agree to cancel? The Pickle team can process a mutual cancellation for a full refund. Contact Pickle Support through the Offers tab in the app.
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