In the event that you receive a faulty item, contact us as quickly as possible within eight days of receiving the item. Contact Us and take care to state: - Order number - What product is affected, indicating the model and code on the label which accompanies the item; - Send a couple of photos showing the defect. Customer Service will respond as soon as possible and provide all the necessary assistance. Should defective items have been sent from a physical store, we will collect them and provide a refund at our own expense. It’s not possible to request a substitution. Use Contact Us (link) and follow the instructions as stated.