Damage policy.

Expected: washed-in softness, faint marks that come out in the next clean, loose threads we can trim, and fit that still matches the size label.

Send those pieces back with the box. Do not try to repair them yourself.

Set the piece aside and return it with the box if you see:

• Holes, burns, or tears through the fabric
• Broken zippers, missing snaps, or chewed hardware
• Ink, paint, or marker that will not wash
• Pet damage
• A piece that did not come home with the box

We route those garments to repair or retirement. If the damage is beyond normal wear, we may charge a replacement fee up to the member buy-it price for that piece.

If they will not give it back, tell us. We would rather sell you that garment than chase it. Buy-it pricing depends on how many times it has rented and its condition, typically 40 to 60 percent of retail.

Operators scan the barcode, record a condition score, and photograph damage when it is not ordinary wear. A score of 4 or higher goes to cleaning. 2 or 3 goes to repair. 1 is retired.

Questions about a charge: reply to the email that named the garment and the barcode.