If your item arrives damaged or is lost in transit, the solution depends on what happened to the parcel. How safely an item is packaged and how it arrives is the Seller's responsibility, since the Buyer has no control over it.
Item got damaged in transit
These 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 repair and the Seller doesn't want it back, the Seller should cancel the order from their side and the item can be discarded.
Partial damage in a bundle order
If your bundle arrives with one or more items damaged while the rest are in good condition, the same return policy applies to the damaged items:
- Contact the Seller via Yaga chat and let them know which item(s) arrived damaged. Share clear photos as evidence. You have the right to return the damaged items.
- The Seller can cancel the affected order of the bundle once they've received the item back, after which you'll receive a full refund for the affected order.
- If all of the items were purchased under one listing, agree on the refund amount with the Seller directly. Once you've reached an agreement, contact Yaga Support for assistance in processing a partial refund to your Yaga wallet.
If you and the Seller can't agree on how to handle the partial damage, reach out to Yaga Support with the order number and photos so we can assist.
Item got lost in transit
If the parcel is lost by the courier company in transit, the Seller should cancel the order in Yaga so the Buyer can receive a refund. After that, the Seller should take the matter up directly with the courier company to file a claim regarding the lost items.