Thank you for your feedback and for bringing these serious issues to our attention. We offer our sincerest apologies for the unacceptable quality of the products and the breakdown in communication you experienced. We are grateful that we were able to connect with you directly to resolve this matter. We appreciate your acceptance of our solution, and we can confirm that the refund the cost we negociate has been processed and completed. （Key Message for Other Customers） This incident has been a critical learning experience for our company. To ensure this never happens again, we have immediately implemented the following changes: Enhanced QC Process: We have added a mandatory pre-shipment inspection stage, including providing photo and video evidence to customers for approval before shipping. Improved Packaging Standards: We have reinforced our packaging protocols to better protect goods during transit.