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 will contain important information to attend to the issue. 

• Damage on arrival
• Damage during rental

What should I do if my device arrives damaged?

If your product arrives damaged or with severe signs of use, please contact our support team. 

Document the damage by photographing it and sending the image to your Grover team. Please report and document the damage within 3 days of delivery, otherwise, we must assume that the damage has occurred during the rental period.

What should I do if my device is damaged during the rental period?

If your product is damaged during the rental period, Grover Care covers up to 90% of the repair costs, with up to 50% coverage for drones, e-scooters, and e-bikes.* You will not be charged for device errors or defects from the manufacturer, but these must be reported and documented immediately.

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

1. Report the damage within 14 days. Contact the support team providing the following information:

   • Describe the damage and how it occurred.

   • Tell us the date when the damage occurred.

   • Tell us the rental number (it starts with a G or F and can be found under My Tech).

   • Provide us with the serial number/ IMEI number of the device.

2. Normal signs of use and small scratches don’t need to be reported. We collected a few examples to help you identify when to report damage.

3. After your damage claim has been processed, you can receive a replacement. You will receive a return label by email to send the device back. Depending on the damage, it will be sent back to us or a repair partner.

4. When the device has reached its repair destination, the support team will inform you of the repair cost and you will receive a receipt for these additional charges.

If the damage to your device is beyond repair, Grover Care will require you to pay 10% (or 50% for drones, e-scooters, and e-bikes) of the Recommended Retail Price (RRP) determined at the beginning of your rental.* Normal signs of use will be removed for free.

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. We’ll send you a label for free return shipping. Returning the device to the partner is currently not possible.