1. What Counts as “Not As Described”
Condition issues:
Dirty or not ready to wear
Strong odors such as smoke, mildew, or heavy perfume
Stains or marks that were not disclosed
Excessive wear beyond what was shown in the listing
Damage:
Rips, tears, broken straps, or loose hems
Missing embellishments
Broken zippers or closures
Structural deformities
Incorrect or misleading listing:
The wrong item entirely
Wrong size from what was listed
Alterations that were not disclosed
Material, color, or fit substantially different from what was represented
Counterfeit or misrepresented designer items that were not disclosed
If you are unsure whether your issue qualifies, report it anyway — Support will review and guide you.
2. What You MUST Do Within 12 Hours
To be eligible for a refund or replacement you must complete all of the following steps within 12 hours of delivery:
Step 1 — Complete your condition report:
Upload photos in the app including:
Full front and back of the item
Close-ups of any issues, damage, or inconsistencies
Step 2 — Contact Pickle Support
Open a chat through the Offers tab. Briefly describe the issue and share the same photos with Support. Completing the condition report alone is not enough — you must also contact Support directly.
Step 3 — Do not use the item
Do not wear, alter, clean, or attempt to repair the item while your case is being reviewed.
Step 4 — Schedule a same-day return
Unless the Owner provides different instructions, a same-day return is required.
If you tried to return the same day but could not: We understand same-day returns are not always possible. If the Owner was unresponsive, a courier could not be arranged, or a shipping issue got in the way, you may still be eligible — as long as you clearly tried and contacted Support within the 12-hour window. Do not wait to reach out — the sooner you contact Support, the better.
3. After You Report the Issue
Pickle Support will:
Review your photos
Compare them to the listing and condition report
Confirm whether the issue qualifies
Provide return instructions
Issue a refund or advise on next steps
The Owner will not receive a payout for rentals that qualify for a refund.
4. What Happens if the Issue Is Confirmed
Rentals: You will receive a full refund to your original payment method once the item has been returned following Support's instructions.
Purchases: If the item was misrepresented, a full refund will be issued and you will return the item to the Owner. Fit issues do not qualify for purchase refunds unless the Seller's policy allows it.
See: Fit Refunds
5. Situations That Do Not Qualify
The following typically do not qualify as "not as described":
Minor wrinkles from transit
Small signs of normal wear that match the listing description
Color differences caused by lighting or screen calibration
Arriving later in the day but still within the rental window
Subjective fit preferences — unless the size is inaccurate compared to the tag or listed measurements
If you are unsure, submit your report and let Support review it.
6. If the Item Arrives Late
If the item arrives too late to use, but the condition is correct, you may still be eligible for a refund.
Learn more: Refunds (Renter / Buyer)
7. If your issue is unclear or urgent:
If your event is time-sensitive, make this clear when you contact Support. Include:
Clear, well-lit photos
A brief description of the issue
Your event date and time
We will prioritize your case accordingly and guide you through the next steps.