Package landed with a cracked serum cap. I emailed support with photos, explained what happened, and asked what they recommended. They replied kindly, laid out the simple steps, and sent a prepaid return label for the damaged piece while letting me keep the peripherals. Communication stayed clear and warm the whole time. A replacement shipped promptly after the label scanned, and they kept me looped with basic tracking. I felt looked after instead of brushed off, which is rare. I will keep taking unboxing pics, but I’m happy with how they handled it.