The retail partner you bought from. Returns start in the order area of the account you used, follow their stated returns window and conditions, and any money moves back on their side. We are not in that loop and cannot start, speed up or override it.
Report it in the partner’s order area straight away; damage claims are theirs to resolve. Separately, we genuinely want to know: a photo and the batch details sent to us helps us catch a moulding or packing problem before it reaches anyone else.
What we control is the product itself. If a nipple seems off, a vent will not clear, or a part does not seat the way our care note says it should, write to us before assuming the whole set is wrong; often it is one replaceable piece, and the part exists.
