With returns, the responsibility for ensuring the product is properly packaged to survive transit does fall to the customer. If we receive a return item that we believe has not been properly packaged, then we reserve the right to reject the goods as damaged – regardless of return service. Once an item has been rejected, we are no longer able to assist with the RMA process.
If the damage has been caused in transit by the courier when suitable packaging was used, then we should still be able to honour the RMA process for the desired outcome. However, if you arrange return shipping and damage occurs, the RMA will be rejected. In this instance, you would need to seek compensation from the courier.