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.

• Damage on arrival
• Damage during the rental period
• Damage for devices rented through partners

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:

1. The damage goes beyond normal wear and tear. Please take a look at our example photos for reference.
2. You provide us with photos of the damage (or screenshots if it’s a software issue) and the serial number of the device.
3. 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

Grover Care is our in-house damage protection program. If your device accidentally breaks, and you’re protected with Grover Care, you only pay a repair service fee instead of the full repair costs to get a replacement device. The amount of the service fee depends on your Grover Care option.

Please follow these steps in case of damage during your rental period:

1. 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.
2. 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.
3. Once the device has been inspected, our support team will inform you about the repair costs and send you an invoice for your portion.
4. If the damage cannot be repaired, Grover Care will only require you to pay a repair service fee instead of the full repair costs to get a replacement device. The amount of the service fee depends on your Grover Care option. Normal signs of use will be removed at no cost.

What happens if no replacement device is in stock?

To honour our Grover Care promise, even if we don't have a replacement for your device in stock, we can offer you a great alternative so you can keep your device!

You can take the device to a certified repair shop and get a repair estimate (as a PDF), which you can then send to us in response to this message. We will, of course, cover most of the repair costs in accordance with your Grover Care insurance.

We don't have a specific list of certified repair shops, but we recommend choosing a reputable repair shop, such as an authorised service partner for your device's brand. They should provide you with a detailed estimate for the repair. You can simply Google “repair shops” in your area to find a good repair shop.

We will then review the estimated costs and get back to you as soon as possible so that you can have the device repaired.

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 80% 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.