Damage, Missing Items, and Dead-on-Arrival (DOA) Policy
Last Updated: 07-11-2025
Since the Website deals with delicate and Vinyl products, strict verification procedures have been established for handling damage or missing item claims.
1.1 Requirement for an Unedited Unboxing Video
To file any claim related to physical damage, missing items, or wrong product delivery, the customer must provide a complete and clear unboxing video that captures the entire process starting from the unopened package, showing the shipping label, the cutting of seals, and the removal of packaging until the product has been fully examined. This must be recorded without pauses, edits, or fast-forwarding. Claims submitted without such proof may be rejected in order to prevent fraudulent or unsubstantiated complaints.
1.2 Reporting Timeframes and Claim Validity
Damage or missing item claims must be reported within twenty-four to forty-eight hours of delivery. Claims made after this period may not be accepted because Vinyl products can deteriorate if mishandled after delivery. Wrong product claims must be submitted within forty-eight hours of receiving the package.
1.3 Types of Issues Covered
The company accepts claims for physical damage that occurred during transit, including cracks, dents, breakage, or deep scratches. Claims regarding missing components, manuals, or accessories are also accepted, provided that the unboxing video clearly demonstrates the absence of these items. If the customer receives a product different from what was ordered, the company will arrange a free replacement subject to verification. If a product arrives with manufacturing defects that impair its functionality, the claim will be treated as a DOA case.
1.4 Issues Not Eligible for Coverage
Damage occurring after successful delivery and unboxing is not covered. This includes situations in which the product is dropped, mishandled, or used incorrectly. Natural variations or minor imperfections typical of handcrafted or vintage products are not considered defects. If the unboxing video does not clearly show the packaging being opened or if the video is fragmented or edited, the claim may be rejected.
Edge Case Scenarios
If a customer claims that a part is missing but the unboxing video clearly shows the part inside the packaging, the claim will be rejected. If the customer attempts to file a claim for damage but does not provide an unboxing video, the company may offer a partial refund depending on the severity of the complaint, or may decline the claim entirely. If the product appears damaged but the outer packaging is intact, this will be considered a transit-related internal damage case and will qualify for replacement under DOA terms. If a customer knowingly opens the package off-camera and later records a partial video showing damage, the claim will not be accepted. If a customer claims that the product was damaged prior to unboxing but the video shows rough handling during the opening process, the claim will be considered invalid.