I received a damaged item

What damage is covered?

Troverve covers items that are damaged during transit — meaning the item was in acceptable condition when the seller dispatched it but arrived broken or damaged. Damage that was disclosed in the listing and visible in the seller's video is not covered.

How to document the damage

• check_circleDon't discard packaging: Keep the original box, bubble wrap, and all packaging materials — they may be needed as evidence.
• check_circlePhotograph everything: Take clear photos of: the outer packaging (showing any impact damage), the damaged item, and close-ups of the specific damage.
• check_circleRecord a video: A short video showing the package condition and the damage is the strongest form of evidence.
• check_circleAct quickly: Document within the first hour of receiving the item — before moving it from the delivery location.

How to file a damage claim

1. •Go to 'My Orders' and select the damaged order.
2. •Tap 'Open a Dispute' within 48 hours of delivery.
3. •Select 'Item Damaged in Transit' as the reason.
4. •Upload your photos and video evidence.
5. •Submit — Troverve will review within 24 hours and contact the courier to file a transit damage claim.
6. •If the claim is approved, you'll receive a full refund or a replacement, depending on item availability.