[bumbuls6]

What exactly did you mention that was missing? Which pictures did you send them?
Ask them to show you the evidence. Calling them and repeating to them the toothbrush was missing might be just enough if it is indeed a good account.
3kg? Those are big bottles of shampoo? I think you went for EB instead of MEB. With MEB the weigh doesn't matter as much because it was already missing from the factory.

Weight does matter for PEB. They’ll know the weight of the package broke down in items.

They’ll know the weight of the toothbrush + the 2 shampoos. The sum of the 3 is the total weight and sounds like they confirmed that and referenced the courier for OP’s order.

My personal opinion, PEB doesn’t really work THAT well on a lot of companies. Bigger companies like Apple will take the hit and refund you just to keep a customer.

I would hold the L on this one and refund both. Hopefully they have an automated system that you can print a return label off on your own.
If they don’t, email/call them. Act embarrassed that you made a big stink because you didn’t know that your wife already opened the package and took the toothbrush out.
Cross your fingers they let you return it.

Your other option is get on the phone and be persistent, push them hard but be friendly.

I was talking about MEB and not PEB.  MEB would have been better in this case.


@bumbuls6 If you press them, they might offer a voucher.

offered replacement or coupon, should I push for a refund? I know that I won't be able to get a refund if I return the replacement