You do not need to report normal signs of use and minor scratches. These sample photos show the difference between normal signs of use and damage that must be reported to our team. If your product shows signs of damage, this article contains important information to help resolve the issue.
What should I do if my device arrives damaged?
If you receive the product and it is immediately damaged or incomplete, please contact our support team immediately. Report the damage within 3 days of delivery by sending a photo of the damage. After this period, we will assume the damage occurred after delivery.
What should I do if my device is damaged during the rental period?
If the product gets damaged during the rental period, you can request a replacement device. Damages that occur during normal use are covered under this protection.
Requirements for device replacement:
- The damage goes beyond normal wear and tear. Please take a look at our example photos for reference.
- You provide us with photos of the damage (or screenshots if it’s a software issue) and the serial number of the device.
- Share this information with our support team at the beginning of the conversation to request a replacement device.
Once a replacement is confirmed, the regular delivery time frame will start.
Grover Care – Your protection from damages
If your product gets damaged during the rental period, Grover Care covers up to 90% of repair costs. For drones, e-scooters, and e-bikes, up to 50% of the costs are covered. Manufacturer-related device errors are, of course, not charged, but they must be documented and reported immediately.
Please follow these steps in case of damage during your rental period:
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Report the damage within 14 days. Contact our support team and provide the following information:
- Describe the damage and how it occurred
- Provide the date when the damage happened
- Share your subscription ID (it starts with a G or F, and you can find it under “My Tech”)
- Share photos of the damage (or screenshots if it’s a software issue) and the serial number of the device.
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After we have received your damage report, we will provide you with a replacement device, depending on stock availability. Based on the type of damage, the device will be sent directly to our repair partner.
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Once the device has been inspected, our support team will inform you about the repair costs and send you an invoice for your portion.
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If the damage cannot be repaired, Grover Care will only require you to pay 10% (or 50% for drones and e-scooters) of the recommended retail price, determined at the start of your rental. Normal signs of use will be removed at no cost.
What should I do if my device rented through a partner is damaged during the rental period?
If you rented your device from one of our partners, such as MediaMarkt, Grover is still who you should contact in case of damage.
In case of damage, Grover Care covers up to 90% of damages for all rental categories except drones and e-mobility, which are covered up to 50%.
Please report the damage within 14 days by contacting our support team in the same way as described above to receive a replacement device.
Important notice
Grover Care Protection after September 14, 2023: If you have purchased additional Grover Care protection, the coverage percentage (either 50% or 90%) depends on the level of coverage you selected. For drones, you can purchase up to 90% damage coverage (instead of up to 50% for older rental contracts). You can see your Grover Care protection for your device in the Grover app or on our website under My Tech > Grover Care.
Learn more