[BitPlayer]

I told them that the pen was missing not specifically from the case, and was asked to confirm that I received an empty box and they I need to also confirm my address so that they can send a replacement. Should I go ahead with the meb or just tell them it was an eb.

Changing your story may ruin the SE, so given they've offered a replacement, stick to that approach.

Sorry, a detail that I left out is that I have not yet mentioned that the pen was not in the case, just stating that I did not receive the pen, so they have assumed that I have received neither.

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Is this a NZ company / manufacturer?

Pretty sure that it is Australian based after having a look at their website.

Ahh, OK. You in Australia or do they deliver internationally?

[mothered]

Sorry, a detail that I left out is that I have not yet mentioned that the pen was not in the case, just stating that I did not receive the pen, so they have assumed that I have received neither.

Understood.

A replacement has been approved, so I don't see why you should go Into further detail.

[Jaccmcmcnn]

Sorry, a detail that I left out is that I have not yet mentioned that the pen was not in the case, just stating that I did not receive the pen, so they have assumed that I have received neither.

Understood.

A replacement has been approved, so I don't see why you should go Into further detail.

They've said that from what they understand, Ive told them that the pen was missing from the case and that I need to send them a photo of what I received, and also return it.

[mothered]

They've said that from what they understand, Ive told them that the pen was missing from the case and that I need to send them a photo of what I received, and also return it.

So why not comply with their request?

You've claimed the pen wasn't received, so obviously you keep It.

[Jaccmcmcnn]

They've said that from what they understand, Ive told them that the pen was missing from the case and that I need to send them a photo of what I received, and also return it.

So why not comply with their request?

You've claimed the pen wasn't received, so obviously you keep It.

Just wanted to make sure I don't mess it up .

[mothered]

They've said that from what they understand, Ive told them that the pen was missing from the case and that I need to send them a photo of what I received, and also return it.

So why not comply with their request?

You've claimed the pen wasn't received, so obviously you keep It.

Just wanted to make sure I don't mess it up .

And rightly so. When unsure, always ask questions.

Rest assured, you won't mess It up. It's standard procedure for many companies to request the return of the empty box/goods received, less the missing Item.

[Jaccmcmcnn]

So why not comply with their request?

You've claimed the pen wasn't received, so obviously you keep It.

Just wanted to make sure I don't mess it up .

And rightly so. When unsure, always ask questions.

Rest assured, you won't mess It up. It's standard procedure for many companies to request the return of the empty box/goods received, less the missing Item.

After returning the item, they've told me they can't process a refund or anything as per their policy which states that they aren't liable for loss or damage after delivery, and they've remained adamant even after I told them they've already offered a replacement. What should I do?

[mothered]

After returning the item, they've told me they can't process a refund or anything as per their policy which states that they aren't liable for loss or damage after delivery

You've claimed the pen was missing from the box, which Is a manufacturer error and not an Incident that happened during or after the delivery.

On such grounds, tell them that their reply Is Irrelevant to your claim.

and they've remained adamant even after I told them they've already offered a replacement.

Do you have a record of that conversation?

What should I do?

As per the first quote.