We are very sorry if you receive any faulty, damaged or incorrect items with your order as we strive for excellence in quality and customer service. With that said, we understand that nobody is perfect and mishaps can happen. If your item(s) are damaged or defective in any way when you first receive them, please contact us as soon as possible at hello@bisouspets.com and we will arrange a suitable remedy. To enable us to sort this out quickly, please make sure you include your order number, your contact details, photo(s) of the fault or damage and a brief description. Please do not ship back any items before you contact our customers service team. Once you have contacted us, we will provide you with a return postage label so that you can return the item to us. Please ensure you contact us regarding any faults, damage, or defects within 7 days from when received by you.