Dear customer
We are very sorry to hear that you received a leaky bottle and that the lid was not properly closed. We understand your frustration, and we want to assure you that we take such matters seriously.
We sincerely apologize that our initial response regarding contacting DHL did not meet your expectations. Our intention was to suggest the most efficient route for a refund, as DHL insures our shipments and is responsible for damage during transit. They are typically able to process claims for damaged goods directly with the recipient more quickly.
We want to emphasize that we always send out our products in perfect condition. However, once the parcel leaves our facility, the handling during transport is beyond our control.
We value your business and want to resolve this for you. While claiming directly with DHL is often faster, we are happy to assist you with the claim process. To do so, we will need the following from you:
* **Photos of the damaged package and bottle, clearly showing the leakage and the improperly closed lid, taken before opening the package.** This is crucial evidence for the claim.
* **Return of the damaged bottle and packaging to us.** We understand this may seem inconvenient, but it is necessary for us to process a claim with DHL on your behalf. We will, of course, cover the return shipping costs.
Once we have received this information and the returned product, we will file a claim with DHL and keep you updated on the progress.
We understand that you are hesitant to order again, but we hope you will reconsider. We are committed to providing quality products and service, and we'll do everything we can to make this right.
Please let us know how you would prefer to proceed. We are here to help
