What happens when something arrives broken

The first twenty minutes matter most

The simplest version of this is the one already on our delivery page: open the parcel while the courier is still with you. If something is visibly wrong — a cracked base, a torn sleeve, the wrong item entirely — refusing delivery at that moment is a five-minute problem.

The same fault reported after the courier leaves is a return, which takes days. Same fault, same fix, much longer route.

What counts as a fault

• A motor that does not run, or runs intermittently, on a full charge
• A charging port that does not accept a charge
• A visible crack, tear or split out of the box
• A different model or size to the one on the product page
• A leak in a device described as waterproof

What is not a fault

A softer or firmer feel than expected. Material feel is subjective and not a defect.

A colour that differs slightly from the photo. Soft TPE varies between production runs.

Noise. Devices with motors make noise, and we say so on the pages where it is noticeable.

A missing feature that was never listed. If it was not on the page, it was not promised.

What to send us

Your order reference, a photo of the fault, and a one-line description of what it does instead of what it should. That is enough for us to decide, and it is usually enough for the supplier too.

A faulty device is replaced or refunded in full, delivery included. You do not pay to send back something that arrived broken.