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Why Piazam asks for an unboxing video, and how refunds work
Piazam doesn't take returns, but it refunds damaged, wrong and faulty items, and parcels that never arrive. Here's what qualifies, the time limits, and how to film the video.
Izen
Co-Founder & COO
· 2 min read
Piazam ships from China, so it can't take products back the way a local shop can. There are no returns, and no refunds for a change of mind. Flying an item back to China, or a replacement here, doesn't make sense.
What Piazam does do is refund you when something genuinely goes wrong. This post covers when that applies, the time limits, and the one habit that makes a claim straightforward: filming the unboxing.
When you get your money back
If your order never arrives. If your package is lost in transit and can't be recovered, or Piazam can't fulfil your order, you get a full refund. There's no video to send and no time limit. In the refund policy's words: if we can't get your order to you, you don't pay for it.
For everything else, report it within the time limit, with the proof asked for:
| What went wrong | Report it within | What to send |
|---|---|---|
| Damaged in shipping | 24 hours of delivery | An unboxing video |
| The wrong item | 48 hours | A photo of the item and its packaging |
| A manufacturing defect, where it doesn't work out of the box | 48 hours | An unboxing video showing the problem |
What isn't refunded
- Changing your mind
- An item that isn't compatible with your setup, when its specifications were listed
- Quality that's a matter of taste, like "it feels cheaper than I expected"
- How long delivery took
- Finding it cheaper somewhere else
- Claims made after the time limit
How to film the unboxing video
The video is your proof that the damage or the fault was there when the parcel arrived. Piazam asks for one continuous take, starting with the sealed package. A few tips:
- Start recording before you open anything. Show the package still sealed, then open it on camera.
- Don't stop and start. One unbroken video. Cuts make it impossible to tell what happened in between.
- Show the item clearly. If it's damaged, get close to the damage.
- For electronics, switch it on in the same video. A defect claim needs the video to show the product failing.
Even if you don't expect problems, it's worth filming every parcel you open. If something is wrong, you already have the video.
How to make a claim
Contact Piazam by email at support@piazam.com, or by phone on the numbers on the contact page, within the time limit. Include your order number and your photos or video.
Piazam checks your proof against the inspection notes from China, usually within 24 hours, and decides the same day. Piazam doesn't offer replacements: an approved claim is refunded.
When the money arrives
Refunds go back to the way you paid:
- Mobile Money: 1 to 3 business days
- Bank: 3 to 5 business days
- Card: 5 to 10 business days
An approved refund covers the full product price plus the shipping you paid. You don't have to send anything back: keep the item, throw it away or give it away.
Piazam can decline a claim when the evidence isn't enough, when it comes too late, or when one account makes repeated claims. The full terms are in Piazam's refund policy.
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