Last updated: 19 October 2026
Customers are strongly encouraged to record a clear, continuous video before opening their parcel and to continue recording until all items have been removed and checked.
What the Video Should Show
- The parcel before opening.
- The opening process.
- The items received.
Reporting a Problem
If a product is damaged, defective, incorrect, or missing, customers should send the video, relevant photographs, and order details through WhatsApp within 48 hours of receiving the parcel.
The video will help DBR verify the condition of the parcel and investigate the complaint fairly. Customers are encouraged to retain the original packaging until the matter has been resolved.
If You Do Not Have a Video
If a video is unavailable, DBR may review other available evidence. The absence of a video alone should not automatically result in the rejection of a legitimate complaint.