If your items has been damaged in transit, please retain the packaging and be willing to send me pictures of both the packaging and the damage on the item.
If your item does not appear to have been damaged in transit, please still retain the packaing, and send me a photo.
All in all...I will do my absolute best to accomodate and come up with the best solution.  As I am a small business, there will be some steps I need to follow in order to take care of us both.