Damaged, Wrong or Missing Item? How to File a Claim

The claims process: the 3-day window, the mandatory unboxing video, free return shipping when it's our fault, inspection, and how each case is resolved.

Something arrived broken, faulty, wrong or incomplete? File your claim within 3 days with an unboxing video — here's the exact process, what counts, and what happens next.

Our team reviews every claim against your video and order details.

Act within 3 days

Damage, defect, wrong-item and missing-item claims must be filed within 3 days of delivery. This window is strict because the condition of a parcel is hardest to verify later. Don't wait to "see if it still works" — file first.

File a claim in the Returns portal

How to file, step by step

Film your unboxing video (mandatory)

A clear, continuous, unedited unboxing video is required for every claim of this type — without it, we may not be able to approve your claim. If you haven't opened the parcel yet, perfect: follow our [filming guide](/guide/filming-unboxing-video-for-returns) step by step.

Start your claim in the Returns portal

Log in with your order number + email/phone, select the affected items, choose the reason (damaged, defective, wrong item, missing item), and attach your video (up to 25MB, or a Google Drive link). You'll get an RMA number to track the claim.

Wait for review and approval

We check your claim against the video and order details. If approved, you get your return form and parcel slip — [print the slip and book a courier](/guide/printing-return-slip-booking-courier). Remember: never ship before approval.

Prefer messaging? Send the same details plus your video {whatsapp:Assalam-o-Alaikum! I want to file a claim for a damaged/wrong/missing item. My order number is ____ and I'm attaching my unboxing video.}

What counts — and what doesn't

Covered:
- Damaged: cracked, broken, torn or visibly harmed in transit or packing.
- Defective: doesn't work as described, through no fault of yours. We may ask for a short video of the fault and some troubleshooting steps.
- Wrong item: you received a different product (or color family) than you ordered — that's our picking error.
- Missing item: part of your order never arrived; your video verifies the contents.

Not covered as claims:
- Minor scuffs or dents on the outer packaging alone — courier handling marks are normal; claim only if the product inside is affected.
- Slight shade differences in color — see our [color variation guide](/guide/color-variations-not-eligible-for-return).
- Damage from misuse, wrong assembly or normal wear after delivery.

Return shipping is on us when it's our fault

If the problem is ours — damage in transit, a defect, our picking error — we arrange and cover the return courier. You don't pay a rupee for our mistake. (For other return reasons, the customer normally arranges and pays the return courier.)

What happens after you file

1. Review: we check your claim against the video and order details.
2. Approval: if approved, you get your return form and parcel slip — [print the slip and book a courier](/guide/printing-return-slip-booking-courier). Remember: never ship before approval.
3. Inspection: every return is inspected at our warehouse before anything is finalized.
4. Resolution, depending on the case: a replacement, a replacement part, the correct item reshipped, store credit, or a refund. Original-payment refunds take about 10–15 business days after approval.

One important habit

Keep the item, all its parts, and the packaging until your claim is fully resolved — don't throw anything away or try to repair a damaged product yourself first. A badly damaged product shouldn't be used before we confirm the resolution.

Q: How fast must I file a damage claim?

Within 3 days of delivery. The window is strict because a parcel's condition is hardest to verify later — don't wait to see if it still works, file first.

Q: Is the unboxing video really required?

Yes. A clear, continuous, unedited unboxing video is mandatory for every damage, defect, wrong-item or missing-item claim. Without it, we may not be able to approve your claim.

Q: Who pays for return shipping on a damaged item?

We do. If the problem is ours — damage in transit, a defect, or our picking error — we arrange and cover the return courier. You don't pay a rupee for our mistake.

Q: What can I get as a resolution?

Depending on the case: a replacement, a replacement part, the correct item reshipped, store credit, or a refund. Original-payment refunds take about 10–15 business days after approval.

Q: The box is dented but the toy is fine. Can I claim?

No — minor scuffs or dents on the outer packaging alone are normal courier handling marks. Claim only if the product inside is affected.