Here's a canned response you may use. You may tweak it depending on the situation.
Hello Bruce,
Thank you for your message.
The photos you provided clearly show the extent of the damage caused by mishandling during transit, and we completely understand your frustration regarding this situation. Unfortunately, shipping damages are beyond our control, as once the package leaves our warehouse, it is in the hands of the courier.
To resolve this for you as quickly as possible, we are happy to send you a replacement. Please confirm if we should ship it to the same delivery address, or let us know if you’d like it sent to a different location. Additionally, kindly ensure that you keep the fittings from the original package, as we will be replacing only the bonnet protector itself.
We appreciate your patience and understanding, and we look forward to your confirmation so we can proceed with the replacement. Let us know if you have any other concerns!
Kind regards,
Oz Best Dealz Online Team