I am reaching out directly because I have been informed of the damaged plug you have received. This is a highly unusual situation and has never happened before. So I need to investigate this fully.

What I can asure you is that your cable was bespokely manufactured for you on the date of purchase, I can see in the build logs that this cable was not taken from returned stock. (For your interest, any returned cable is always thoroughly inspected by our team and any damaged is flagged as we cannot accept returns of damaged items, we usually offer a partial refund to our customer to cover the cost of replacing damaged plastics, only after these plastics are replaced can it be entered into our stock for resale). Like I said previously, i can clearly see that this was not the case for your cable. See the build log below along with the serial number. (You can use your phone to verify the serial number of the female connector QR code).

(At this point, check MRP for the MO number, if the cable has an MO number it clearly shows that the cable was build new and not from stock) 

I can also see that your cable was tested on 05/06/2026. If this were a stock cable, this would've been tested the day it was put into stock.

I have attached the proof of delivery and can see the box does not look damaged. Are you sure no one else has had access to the cable?

I will begin an internal investigation and talk to the team. 

We have built tens of thousands of cables. For a brand new cable to leave our facility in this condition would be extremely strange as this cable is inspected by no less than 3 different people who all would've had to overlook this very obvious and visible damage.

What we can do for you is change the damaged plastics for you as a gesture of goodwill, you will just need to ship the item back to us. We will cover the shipping back to you once it has been inspected and repaired.