My item was damaged/lost in transit

How safely the item is packaged and how it arrives falls under the Seller's responsibility since the Buyer has zero control over it. Depending on what happened to the parcel, the solutions are the following:

Item got damaged in transit

Technically, these sorts of instances fall under our return policy which states that the Buyer may return the item to the Seller if it significantly differs from the photo or the description or has hidden flaws. If the item is broken beyond repairs and the Seller doesn't want it back, then they should cancel the order from their side and the item can be discarded.

Item got lost in transit

If the parcel gets lost by the courier company in transit, then the order should be cancelled by the Seller in Yaga, so the Buyer could receive a refund. After that the matter should be taken up by the Seller directly with the courier company to file a claim to them regarding the lost items.