A rental car is used by many people, so some marks are normal wear and tear.
- The Swedish consumer agency says small stone chips, minor paint scratches and scratches that can be polished out should not be charged to you.
- If a claim is about a mark like that, ask the company why it counts as damage and how the repair is justified.
Every rental car carries the marks of the people who drove it before you. A tiny stone chip on the bonnet, a light scuff on the bumper, a scratch you can only see in low sun. Not every mark is damage, and not every mark is yours to pay for. This article explains where consumer authorities draw the line and how to use it in an objection.
What consumer authorities say
The clearest statement comes from Konsumentverket, the Swedish consumer agency. It says normal wear and tear, such as small stone chips, minor paint scratches and scratches that can be polished out, should not be charged to you. It also refers to a 2019 ruling under which a company cannot require you to pay if you can show that you took proper care of the car, and states that the burden of proof rests with the hire company.
Other consumer centres warn about the opposite pattern. The German ECC writes in its 2026 summer advice that even small scratches can lead to high claims. It described a holidaymaker in Tenerife who was charged 711 euros for a barely visible scratch on a headlight glass, without evidence from the company.
Wear, or damage? A practical table
There is no single EU rule. But most disputes fall into one of these groups:
| Type of mark | Usually seen as | Why |
|---|---|---|
| Small stone chips on the bonnet or bumper | Wear | Normal result of driving on any road |
| Light surface scratches that polish out | Wear | No paint repair needed |
| Small scuffs on the bumper corner | Depends | Size and depth decide |
| Dents you can see from a distance | Damage | Need body work |
| Deep scratches through the paint | Damage | Need paint repair |
| Cracks in the windscreen | Damage | Safety issue, often a replacement |
| Kerb damage on rims | Depends | Light scuffs vs bent or chipped rims |
| Tears, burns or stains inside | Usually damage | Beyond normal use |
Use this table to frame your question to the company, not as a legal rule.
Check whether the mark was already there
The first question is always whether the mark existed at pick-up. ECC Finland advises recording even the smallest scratches and dents on the vehicle condition report. If you did, the claim fails on that point. If not, look at your pick-up photos. Our guide on the vehicle condition report explains why small marks matter.
Ask the company to explain why it is damage
In your objection, ask:
- the size and location of the mark, with photos;
- why it counts as damage and not normal wear;
- what repair is planned, and whether a polish or smart repair would solve it;
- which standard or guideline the company uses for wear and tear.
If the company uses a size limit, for example for scratches, ask for it in writing. A clear standard makes the discussion concrete.
Check the amount against the repair
A small mark that can be polished out should not cost the price of a new panel. Ask for the repair invoice or estimate, and compare the amount with the amount check. Our article on estimates and repair invoices explains what you can ask for.
Watch for scanner-detected marks
Automated scanners at returns flag marks that a person would usually ignore. That makes the wear-and-tear question more important, not less. Read how to check a claim from an AI damage scanner.
Use the right route
For the large international brands that take part, the European Car Rental Conciliation Service checks disputes against Leaseurope's Code of Best Practice, which covers vehicle condition and pre- and post-rental inspections. It is free and only for cross-border rentals booked directly with a participating company. Read how ECRCS works.
For a company in another EU country, the European Consumer Centre in your country can help: see how an ECC complaint works.
How to phrase it
A short paragraph in your objection can carry the argument:
You charge [amount] for a scratch of about [size] on the [panel]. This is a light surface mark of the kind that results from normal use of a rental car and can be polished out. Please explain why you consider it damage, which standard you apply, and send the repair invoice or estimate. Until then, I dispute this charge.
Our letter templates contain full letters, and the guide on how to dispute a damage claim shows what to attach.
Frequently asked questions
Is there an EU list of what counts as wear and tear?
No. There is no single EU list. Consumer authorities and courts look at the size, the type of mark and the age of the car. Some rental companies publish their own guidelines, often with a size limit for scratches. Ask the company for its standard.
The scratch is small but it is new. Do I pay?
Not automatically. A new small mark can still fall within normal use. The company has to show it is damage beyond normal use and that it happened during your rental, and the amount should match a reasonable repair.
Does the age of the car matter?
It can. A car with high mileage will show more marks, and a company that charges for every mark on an older car may struggle to show which ones are new. Your pick-up photos are the key evidence here.