If the item arrives not as described, am I eligible for a refund?
Yes, if your item is not as described, you must report it to Pickle within 12 hours after the item is delivered to get a refund. You must also schedule a return within the same day (unless requested otherwise by the Owner) to get a 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/damage that was not described
The item was hemmed/taken in without disclosure
The item is counterfeit without disclosure
To request a refund, please reach out to Pickle Support. Payment will be refunded to the original payment methods and will take a few days to show up.
If my item doesn't fit me, am I eligible for a refund?
Fit-related refunds are at the discretion of the Owner. If the Owner has indicated in their closet policy that their items are eligible for fit refunds, you will be able to request and receive the refund through the Pickle app. This policy is designed to encourage trying different items and sizes, fostering a flexible and consumer-friendly environment for renters.
Some Owners offer fit refunds on a case-by-case basis. If this is the case, you'll need to reach out to the Owner for approval. If they approve, you'll then need to reach out to Pickle Support to execute the fit refund.
Fit refunds are provided in the form of Pickle Credits, not refunds to the card on file.
Limitations of Pickle Credits - Pickle Credits are exclusively usable within the Pickle platform and cannot be converted to cash or other forms of payment. They are instantly credited upon refund processing, making them a flexible and quick refund option. However, any refunds issued via Pickle Credits cannot be transferred back to other payment methods, maintaining the platform's specific refund guidelines.
If I get a refund as a Renter, can the Owner still get paid?
Pickle is not responsible for refunds. If you get a refund at any point in the process, the Owner will not be paid for the item. The only exception is for first time risk-free rentals, where in the case of a fit refund Pickle will cover the cost.
Where is my refund?
Refunds to your card may take 5-10 business days depending on your credit card provider. Refunds to Pickle Credits or your Pickle Account Balance happen when the item is returned back to the owner. Pickle Credits can be seen as a badge on the My Closet icon in the lower right corner of the app. In cases where payments were made using a combination of Pickle Credits and other methods, refunds will be split proportionally—credits refunded to Pickle Credits and other payments refunded to the original source. This ensures that each payment type is handled appropriately and consistently.
What is the difference between a cancellation and a refund?
You should cancel when:
The rental period has not started
Your plans changed and you no longer need an item
There is a clear lack of communication from an Owner
You should request a refund when:
The rental period has started
An item is not as described or is damaged
An item arrives late