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.
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. In this case 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 will receive a full refund for the affected order.
If all of the items were purchased under one listing, please agree on the refund amount with the Seller directly. Once an agreement has been reached, contact Yaga Support for assistance in processing a partial refund to your Yaga wallet.
If you and the Seller cannot agree on how to handle the partial damage, please reach out to Yaga Support with the order number and photos so we can assist.
- 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.