Effective date: 10/10/2025
This page explains how returns, check-ins, exchanges, and refunds work on brorents.com (“BroRents”, “Bro”). It covers both rentals and purchases (For Sale items). Bro’s policy operates alongside Fiji consumer law.
Return time & place
Return gear by the agreed time to the agreed location (or to the courier if pre-arranged).
Return all accessories supplied: caps, hoods, plates, media, batteries, cables, cases.
On-time vs late
On-time returns: checked in and closed after inspection.
Late returns: charged the daily rental rate plus up to 1.5× late fee and any loss caused to the next booking.
Condition on return
Gear must be clean, dry, and in the same condition as handover.
Cleaning fees apply for excessive dust, mud, moisture, smoke, or odor.
Missing items are charged at replacement cost.
Damage, loss, or theft during your booking
You’re responsible from handover to check-in.
Charges may include repair parts, labor/diagnostics, shipping, and replacement value if not repairable or lost, plus loss of rental income where applicable.
Report incidents immediately; theft requires a police report.
Dead-on-arrival (DOA) / faults
Test the kit at handover. If a fault appears, notify Bro within 1 hour of pickup/delivery with photo/video.
Bro will try to swap or fix; if not possible, Bro issues a pro-rated refund for the unusable period. Faults caused by misuse are excluded.
Early returns
Returning early doesn’t automatically reduce fees. If Bro rebooks the same period, Bro may issue a pro-rated credit at Bro’s discretion.
Deposit / pre-auth release
After check-in and inspection (up to 2 business days), Bro releases holds/unused deposit. Banks typically take 3–10 business days to reflect releases.
Cancellations (before pickup)
72+ hours: refund of rental fees minus 5% processing.
24–72 hours: 50% refund of rental fees.
<24 hours / no-show: no refund.
Delivery, special orders, and hired operators are non-refundable once arranged.
(If a listing shows a stricter policy, that policy applies.)
Change-of-mind
7-day return window for unused, unopened retail items in original packaging.
Restocking fee: 10% of item price. Shipping is non-refundable.
DOA / defective items
7-day DOA guarantee: Bro will replace or refund once the item is inspected and confirmed defective.
Ex-rental/used items ship “tested & working” with a 7-day functional warranty unless stated otherwise.
Non-returnable
Consumables (tapes, gels, filters, batteries), recording media, software/licenses, special orders, custom cuts, and any item marked Final Sale.
Sign in → Account → Orders/Bookings → Request Return (or email support@brorents.com).
Include: order/booking number, photos of condition, and a brief reason.
Bro issues an RMA with the return address/time (or courier label if arranged).
Pack securely in original cases/packaging; include all accessories.
Who pays shipping?
Rentals: you cover return shipping unless delivery/collection was part of your booking.
Purchases:
DOA/defect → Bro covers reasonable return shipping or provides a label.
Change-of-mind → you cover shipping.
Inspections take up to 2 business days from physical return.
Approved refunds go back to the original payment method; banks typically show funds in 3–10 business days.
For rentals, additional charges (late, damage, missing items) are deducted from the deposit/hold, with any balance charged/refunded accordingly. A detailed statement is provided.
Repeated abusive returns, evidence of misuse, or policy breaches may result in denied returns, account suspension, or additional fees.
Bro may record serial numbers and use tamper seals to protect buyers and renters.
Email: support@brorents.com
Phone: +6798080999
Location & Hours: 8:00am to 6:00pm Weekdays
Summary
Rentals: return on time, complete, and clean; report faults within 1 hour; deposits release after inspection.
Purchases: 7-day DOA support; 7-day unopened returns (10% restock).
Policies apply alongside Fiji consumer law.