Hi,

Thank you for taking the time to leave feedback, and we're sorry the controller arrived damaged. That isn't the standard we want, and we've raised the packaging with our warehouse team.

On the refund, we'd like to set out the timeline. A returns label was issued the next working day. Once the controller was returned to us, the full amount paid for the order was refunded to the original payment method on 20 August. You had also paid £22.95 to return the item, which we agreed to cover. This was initially credited against the replacement quotation you'd requested, and when the replacement order wasn't placed we refunded it separately on 24 August, shortly before this review was postedB oth refunds were confirmed as received the following day.

We're sorry the process took longer than it should have, and for the confusion over the return postage. If anything remains outstanding, please contact us at hello@efans.co.uk and we'll deal with it straight away.

Best wishes
Natalie