Last updated: April 08, 2026

This Damage & Loss Policy explains how Runway Relay manages garment condition, wear expectations, repair handling, and replacement responsibility during the rental period.

By renting through Runway Relay, customers agree to the terms outlined below.

1. Expected Garment Care

Customers are expected to handle rented garments responsibly and return them in the same condition in which they were received, allowing for normal wear from standard use.

Customers must not:

• alter garments
• wash garments
• dry clean garments
• attempt repairs
• expose garments to harmful substances
• lend garments to third parties

Runway Relay provides professional cleaning after every rental.

2. Normal Wear & Tear

Normal wear is expected and accepted.

Examples include:

• light creasing
• minor signs of standard use
• temporary fabric movement from normal wear

These do not result in additional charges.

3. Minor Damage

Minor damage may include:

• removable stains
• loose embellishments
• minor stitching impact
• small fabric stress not affecting structure

Runway Relay may charge a cleaning or repair fee where applicable.

4. Major Damage

Major damage includes:

• permanent stains
• fabric tears
• burn marks
• broken zippers
• missing components
• alterations to garment structure

Customers may be charged repair costs or partial replacement value depending on severity.

5. Irreparable Damage

If a garment cannot be restored to rentable condition, Runway Relay may charge the replacement value of the garment. For the avoidance of doubt, “replacement value” may be determined based on one or more of the following factors, depending on the circumstances:

• Original retail price of the garment;
• Supplier-declared value accepted during onboarding;
• Current replacement cost in the market;
• Age and condition of the garment at the time of damage; and
• Availability of the garment in the market.

Runway Relay will apply these factors in good faith to ensure a fair and reasonable determination of replacement value, taking into account the specific characteristics and condition of the garment.

6. Loss or Non-Return of Garments

If a garment is not returned:

Runway Relay reserves the right to charge the full replacement value of the item.

Accounts with unresolved non-return cases may be suspended until the matter is resolved.

7. Responsibility During Rental Period

Customers are responsible for garments from the time of delivery until successful return handover to the courier partner.

Responsibility transfers back to Runway Relay only after confirmed pickup.

8. Impact on Future Bookings

If damage affects future reservations:

Runway Relay may charge additional recovery fees associated with disrupted bookings.

9. Security Deposit Use

Where applicable, security deposits may be used to cover:

• repair costs
• cleaning recovery costs
• late return impact costs
• replacement value (partial or full)

Any remaining balance will be refunded after inspection.

10. Inspection Process

All garments undergo inspection after return.

Inspection includes:

• structural review
• stain assessment
• embellishment check
• closure functionality testing

Inspection outcomes determine whether charges apply.

11. Dispute Resolution

If customers believe damage charges were applied incorrectly, they may contact Runway Relay support within the timeframe stated in their order confirmation.

Runway Relay reserves the right to make final determinations following inspection review.

12. Repeated Damage Incidents

Accounts associated with repeated garment damage may be restricted or suspended at Runway Relay’s discretion.

13. Damage Dispute Process

a. Customers who dispute a damage charge must submit their objection to Runway Relay Support at hello@runwayrelay.net within forty-eight (48) hours of receiving the damage charge notification. Disputes submitted after this period may not be considered, except where the customer demonstrates that exceptional circumstances prevented timely submission.

b. A valid damage dispute submission must include: (a) the customer's name and order reference number; (b) the nature of the dispute and the customer's account of garment condition at time of delivery and return; (c) any supporting evidence, such as delivery photographs or written records.

c. Runway Relay will acknowledge receipt of a dispute within one (1) business day and will provide a substantive response within five (5) business days of receipt of a complete submission. Where additional inspection or review is required, Runway Relay will notify the customer of the extended review timeline.

d. Runway Relay's determination following the dispute process does not affect the customer's right to escalate unresolved complaints to the UAE Consumer Protection Department (Ministry of Economy) or the relevant consumer protection authority in the Emirate of Dubai. Runway Relay will cooperate with any regulatory inquiry.

14. Non-Return Escalation Timeline

a. Where a garment is not collected on the scheduled return date due to courier failure or customer unavailability, Runway Relay will contact the customer within twenty-four (24) hours to arrange an alternative collection appointment.

b. If the garment remains uncollected five (5) calendar days after the original scheduled return date, and Runway Relay has made reasonable attempts to arrange collection, the situation will be treated as a non-return and the full replacement value of the garment may be charged in accordance with Clause 6 of this policy.

c. The customer's account will be suspended for future bookings pending resolution of any non-return case. Account access will be restored upon confirmed return of the garment or full payment of the applicable replacement value.

15. Contact us:

For any concern you may contact us at:

📩 hello@runwayrelay.net