Damaged or defective toy
What to do if your toy arrives damaged, defective, wrong or with missing parts.
We carefully check and pack every order before dispatch — but delivery-related issues can occasionally happen. Here is what to do — damage, defect, wrong-item and missing-item claims must be reported within 3 days of delivery.
Step 1 — Record an unboxing video
For all claims involving damaged, broken, missing, or wrong items, a continuous, clear, unedited unboxing video is strongly recommended. Without it, your claim may be harder to approve.
Your video should:
Start before opening
Begin recording before the parcel is opened.
Show the parcel
Clearly show the courier parcel and its condition.
Show the label
Show the shipping label / order information where possible.
Open without cuts
Open the package without cuts or interruptions.
Show everything
Show the complete contents of the parcel.
Show the problem
Clearly show the damage, defect, missing item or wrong product.
Photos may also be requested as supporting evidence. This protects both you and us against misunderstandings.
Step 2 — Start your return at the portal
Open https://nanhesitare.com/apps/outseen/return, enter your order details, select the item and reason, and upload your unboxing video. You will receive an RMA number — your return reference.
Damaged products
Report within 3 days of delivery with your unboxing video. After review, we may offer a replacement, a replacement part (where practical), store credit, or another appropriate resolution. Please do not use a significantly damaged product before contacting us.
Defective / non-working products
Report as soon as possible — within 3 days of delivery where the issue is apparent on receipt. We may ask for a video showing the issue. Damage caused by misuse, incorrect assembly or improper handling does not qualify as a manufacturing defect.
Wrong product received
If we sent the wrong product, variant or quantity, report within 3 days of delivery with the unboxing video. If the error is confirmed to be ours, we will arrange the correct product — you will not be charged for the replacement.
Missing items or accessories
Report within 3 days of delivery. A valid unboxing video may be required to verify the parcel contents. We may then send the missing item, provide a replacement, or issue store credit.
Minor dents or marks on the outer shipping packaging from normal courier handling do not necessarily mean the product is defective — but if the product inside is damaged, report it within the claim period with your unboxing evidence.
Q: My toy arrived broken. What should I do?
Don't use it further. Record a continuous unedited unboxing video (starting before you open the parcel), then start a return at https://nanhesitare.com/apps/outseen/return within 3 days of delivery to get your RMA number.
Q: Why do you need an unboxing video?
It lets us fairly investigate delivery damage, missing contents and packing issues — protecting both you and us. Claims with a valid video are approved much faster.
Q: I received the wrong toy. Will I be charged for the replacement?
No — if the error is confirmed to be ours, we arrange the correct product and you aren't charged. Report within 3 days with an unboxing video through the return portal.
Q: A part is missing from the box. What now?
Report within 3 days of delivery through the return portal. We may ask for an unboxing video to verify the contents, then send the missing part, a replacement, or store credit.