Hi J.,
Sorry to hear that you’re disappointed with our product.
We noticed that you've been using it for the past 20 months, and until one week ago, we haven’t received any emails from you expressing concerns about its performance or quality.
We understand that the plastic part of the product can be damaged for various reasons. To save you the trouble of shipping it in for inspection just to determine whether it’s a defect or caused by mishandling, we offered to replace the plastic part free of charge. We only asked that you cover the shipping cost to your country.
Unfortunately, since you’re not satisfied with this solution, the alternative is to return the product to us for inspection. You can find our return address listed on our website. Once we receive and inspect the item, we’ll let you know what caused the damage and advise you on the next steps.
If we determine it was a manufacturing defect, we’ll replace it at no cost.
If the damage is due to mishandling, you would be responsible for the repair and return shipping.
Please note: the inspection and potential repair process may take up to 2 months before the product is returned to you.
We hope this alternative works better for you, since our initial offer didn’t meet your expectations.
Response to Jay:
Just to clarify- we are not charging you 56% of the cost of one button, as we don’t sell individual buttons. We only offer them as a set of two, priced at 64 euros (excluding shipping).
If you choose to place a standard order, the total would be:
2-button set: 64 euros
Shipping: 19 euros
Total: 83 euros
Instead, we're offering you a significantly better option: pay only the 19-euro shipping fee and receive a brand new button at no additional cost.
Regarding your statement that the issue is “obvious from the picture”- please understand that this is your opinion. Our policy, which applies to all customers, is to follow the standard procedure: physical inspection followed by a report.
If you’d like to proceed with an inspection, you can visit our website and use the return address provided, or contact our support team, and they’ll assist you with the return process.
Let us know how you’d like to move forward.