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Report a ‘Non-Return’ case – (VALUE UNDER $1000/MISSING ITEMS)

If your item, valued UNDER $1000, hasn’t been returned, please use the following link to report your concern: Hub Split Support.

What Happens Next?

  1. Case Manager Assignment: After submitting the form, a dedicated case manager will be assigned to you. They’re responsible for understanding, tracking, and resolving your issue.
  2. Contact Within a Day (in most cases): Your case manager will reach out to you within one working day. You’ll receive an email detailing the current status of your case, and the actions being taken to recover your item.
  3. Renter’s Liability: It’s important to note that when someone rents an item on hub Split, they accept liability for the full value of the items they’ve rented. This is in accordance with our Terms and Conditions.
  4. Hub Split’s Guarantee: We take pride in the security measures we have in place and promise to the best of our abilities resolution.
  5. Claims Process: If your case escalates to the claims stage, our Claims Team will thoroughly review all the details. It typically takes about two working days for a decision to be made. Your case manager will then notify you about the decision and provide any additional information or steps.

We understand how distressing this can be, and we want to assure you that we’ll be working diligently to resolve this matter. We appreciate your patience and trust in Hub Split.

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