We're sorry you're having issues.  Before returning a faulty toy, may we first ask you to visit our faulty toy page here, and follow a few simple testing points. If all else fails, please contact us at support@lilyandhim.com so we can assist you. If your product is faulty on arrival, you can return it to us and we will replace it with an identical product. All defective items must be reported within 14 days of delivery.