We're sorry to hear your item has arrived damaged or faulty. Whilst we ensure all items leave our warehouse in perfect condition on rare occasions damage and faults can occur during delivery. We understand this is frustrating and will do everything we can to make things right. We are happy to assist with any faulty or damaged items so long as these are reported to us within 7 days of delivery. Items with a warranty that develop a fault can be reported to us at any time within the warranty period. If your order has arrived damaged or faulty, please make a note of the following and send us an email to info@incontinenceshop.com with 'Faulty/Damaged Product' in the subject line. Your name, full delivery address and where relevant your order email address and/or phone number. Your order reference or number. This can be found on your order confirmation email or packaging slip. The name or product code of the item. Photos that show the item damage or fault. Please do not send any items back to us without contacting us first. All faulty or damaged items will need to be collected by us. We are unable to refund return costs arranged outside of this process.