Last updated: August 19, 2026
If you contact us within 7 days of delivery and provide an unboxing video, we will review your claim and respond promptly. A recording made at the moment of opening is the only way to verify the condition of your order on arrival. Please prepare a video that meets the requirements below.
To prevent tampering and substitution of contents, we cannot accept any claim that is not supported by video evidence. Photographs alone are not sufficient.
Whether a claim is eligible for a remedy is governed by Section 4 of our Return and Refund Policy. Please note that damage occurring during transit — such as dents, creases, or scuffs on shrink wrap, product boxes, or outer packaging — is, as a rule, not covered.
1. If You Open the Package Yourself
- Start recording before you open the shipping package.
- Show the shipping label, the condition of every side of the shipping package, and all tape seams.
- As you take the product packages out of the shipping package, clearly show the barcode on the bottom of the product package and the condition of the product, sharply enough for the barcode to be readable.
- If your claim concerns the contents of individual packs, include the pack opening in the same video.
- Record a single continuous take with no edits, and do not let the product leave the frame at any point.
2. If You Do Not Open the Product Yourself
Only if you resell or forward the product, and you can objectively prove that you are a business owner, you may instead submit two separate videos: an inspection video that runs from before the shipping package is opened until inspection is complete, and a pack-opening video that shows the packs being opened.
Inspection video — recorded by you
- Start recording before you open the shipping package.
- Show the shipping label, the condition of every side of the shipping package, and all tape seams.
- As you take the product packages out of the shipping package, clearly show the barcode on the bottom of the product package and the condition of the product, sharply enough for the barcode to be readable.
- Record a single continuous take with no edits, and do not let the product leave the frame at any point.
Pack-opening video — recorded by the end customer (your buyer)
- Before opening the product package, show the barcode on the bottom of the package, and then record the pack contents so that every item is clearly visible.
- Record a single continuous take with no edits, and do not let the product leave the frame at any point.
A pack-opening video alone cannot be accepted. You must also submit the inspection video that you recorded in advance. The two videos are linked by the barcode on the bottom of the product package: it must be clearly readable in both videos.
3. If You Want to Open the Product on a Live Stream
- The video requirements are the same as in “If You Open the Package Yourself”.
- Prepare two cameras, and start one of them recording before the stream begins so that you have a single continuous recording that runs from opening the shipping box through opening the packs.
Important
We review and decide on every claim comprehensively and objectively, based on the video you submit.
If falsified footage, a false claim, or any other malicious conduct is discovered, we may suspend your account and report the matter to the appropriate public authorities, including the police.