Where there's a proven problem, the remedy is always to replace the item for the customer if possible. Only if a replacement is not possible will we be able to refund you for the order.
If the the item arrived broken or there's concern of a defect, we will require photos of the item showing the problem. Using these, you can see what's going on and decide how best to proceed.
Any items that have been worn are not covered by the replacement policy, and the customer should purchase a replacement accessory.