this is the AMAZING response I got from this company:
Hello there,
Firstly, thank you for your email and purchase from us.
We are so sorry to hear that your item appears to have been damaged in transit and has arrived in such poor condition.
Please be assured, your item left our warehouse brand new and unmarked. We are disappointed to hear it hasn’t reached you the same way.
We rely on companies such as Royal Mail to handle our parcels with care and deliver them safely to our customers. However, despite taking particular care when packing goods, damage to fragile mail can unfortunately occur.
If the damage is minimal and you are happy to keep the item, we would like to refund 20% off the cost to you.
Apologies again for the inconvenience caused and thank you for understanding.
Kris
Customer care team
Rarewaves