The unboxing video rule

Why a continuous unboxing video is required for damage claims — and how to record one.

For damage, defect, missing or wrong-item claims, a continuous, clear, unedited unboxing video is mandatory. Here's why — and how to get it right.

Why we require it - It lets us fairly investigate what happened — courier damage, packing error or something else. - It protects both you and us against misunderstandings and false claims. - Claims without a valid video may not be approved.

How to record it

Good to know - Raise claims within 3 days of delivery — the video doesn't extend the window. - Photos can support your claim but can't replace the video. - Minor dents on the outer packaging alone aren't a defect — only claim if the product inside is affected.

Q: Is the unboxing video really mandatory?

Yes — for damage, defect, missing or wrong-item claims. Claims without a valid video may not be approved.

Q: When should I start recording?

Before opening the parcel — show the parcel's condition and the shipping label / order info, open without cuts or pauses, then show all contents and the problem clearly.

Q: How soon must I raise a claim?

Within 3 days of delivery — the video doesn't extend the window.

Q: Can I send photos instead of a video?

Photos can support your claim but can't replace the video.

[button url="https://nanhesitare.com/apps/outseen/return" text="Open the return portal"]