A product arrived damaged

How this resolves depends almost entirely on one thing: whether you photographed the product and its packaging immediately before handover.

Take the photos, every order

It takes fifteen seconds. The product, then the sealed box. Keep them until the order is complete and settled.

This is the single highest value habit on the whole platform, and the only one that is purely about protecting yourself.

How a damage claim is reviewed

We look at your pre-handover photos, anything the customer provides, the condition of the packaging, and delivery information where it is available. Then:

• Your photos show the product was already damaged before handover. The responsibility is likely yours.
• The product was fine but the packaging was inadequate. The damage is treated as packaging related, and that is yours too.
• Your photos show proper packing and good condition, and it arrived damaged. We look at whether the damage happened in transit or handling. You are not automatically held responsible.
• The outer packaging is damaged but the product inside is fine. A damaged box alone does not normally qualify for a refund.
• There is not enough evidence either way. We decide on the circumstances and what is available.

If it was the wrong thing rather than a damaged thing

See A wrong or missing item was delivered

The principle

A seller is not charged automatically because a customer reports damage. But without your photos, a review has only one side of the story to work from.

Preventing it

See Packing your orders.