You must be eligible for a refund to recieve a refund:
Damages and issues
If your product is damaged or defective, we will issue you with a full refund as long as you supply proof of the damaged product in the form of a high quality image or video showing the product.
If your order is still shipping for +5 days longer than the estimated shipping time then we will issue you with a refund. This means 5 days after the longest shipping time (30 days).
If your product is damaged and you would prefer a replacement product free of charge rather than a refund then please contact us about that.
To request a refund, you can contact us at firstname.lastname@example.org. If your refund is accepted, we’ll send you a refund confirmation email, and the money will arrive in your account within a few days.