If your item has been returned damaged or faulty, please CLICK HERE to report it.
What Happens Next?
Submit the Form – Once you’ve filled out the damage report, a dedicated case manager will be assigned to your claim.
Case Manager Review – Your case manager will contact you within one working day via email. They may request:
A repair appraisal and quote from an authorized third-party repair center
Additional details about the damage
Borrower Communication – While your case is being reviewed, the borrower will also be contacted regarding the damage.
Final Decision – Once all necessary information and the repair appraisal are received, the case manager will determine liability.
When is the Borrower Liable?
Borrowers must take proper care of rented items. They may be held liable for repair or replacement costs if the damage results from:
Negligence or carelessness
Forgetfulness
Improper use
Lack of experience or skills required to operate the item
Theft
Liability is determined by Fat Llama’s claims team based on the circumstances of the damage.
What Does the Lender Guarantee Cover?
Fat Llama’s Lender Guarantee provides coverage if your item is damaged due to borrower misuse. If your claim meets the criteria, Fat Llama will cover:
The cost of repair, or
The replacement value (adjusted for depreciation), whichever is lower.
What Isn't Covered?
Damage caused by a manufacturing issue
Wear and tear or cosmetic damage
Damage not caused by borrower misuse
For more details, check out our Lender Guarantee article.
Claims Process Timeline
If you go through the claims process, it will take up to two weeks for our Claims Team to make a decision on your case. Your case manager will then inform you of the outcome on your case and further information.