I was in the process of replying to your ticket, but see that you have posted here before I had any opportunity to do so.
On 28th May, you reported that the item was not working.
I responded on the same day, asking for your order number and you stated that you did not have one.
A new power supply shipped for you next day on 29th May after we found your order on our system.
All devices are tested before dispatch, but unfortunately we are not able to test every power supply in advance because we ship to different regions. We wanted to get this to you quickly before getting things returned unnecessarily.
On 22nd June, you stated that the received power supply had not resolved the issue.
On 23rd June, I suggested that the unit was returned to us so that we can look at it and resolve the problem.
We do provide return labels / refund shipping for European customers, but this is not possible for other international customers. Typically, once the issue is confirmed, we then re-ship the item and reimburse the fees on our side (by effect of refund on the original order).
But what’s been received is a significantly worn item. We certainly didn’t ship it in this condition and this doesn’t seem to have been disputed by you via the ticket.
After some inspection, the item seems to have been damaged by powering the unit with the wrong power supply. This has damaged a fuse on the device, but fortunately nothing else. We don’t consider this to be an in-warranty repair.
We need to repair the case before resolving the issue, then we need to fix the board. In this case, we wouldn’t be charging you for the repair, but we would expect you to pay for the return shipping, which is £10. This is just under half of the actual shipping cost to subsidise your return costs as well.
Mistakes do happen (i.e. using wrong PSU) and it’s much easier to keep repeat custom than it is to gain a new customer, so we want to keep you happy. I do apologise if you feel you have been given the run around or this hasn’t been resolved for you in a prompt enough timeframe. I am quite keen to get this resolved for you as promptly as possible. I will update your ticket now.