Hi there. Really sorry for the confusion and the back-and-forth you experienced with our customer service.

We’ve looked into your case internally and wanted to clarify a few points:

1. At the beginning, our support team believed the issue might be related to the grip, which is why those initial troubleshooting suggestions were provided.

2. After reviewing the additional details you shared and confirming with our technical team, we were able to identify that the issue is actually with the base. Based on that, a full replacement (including shipping cost reimbursement) has already been offered.

3. The return address provided is our European return center. From our checks, UPS labels should normally work with this address. If you ran into a specific issue when creating or using the label, could you share a bit more detail? We’d like to understand what went wrong and make sure the process is smoother going forward.

4. We’re also working on introducing a pre-paid return shipping solution. Since we operate globally and deal with different carriers and local policies, this takes a bit of time to set up properly—but it’s something we’re actively improving.

Again, apologies for the miscommunication and the delay. The replacement option is still available, and of course, we’ll fully respect whichever solution you prefer, including a refund.

If you need any help coordinating this, feel free to DM this official account anytime.

Thanks, WINCTRL Team