We are not located in the U.S., and we have multiple branches in AU & HK. This person made the purchase on eBay, as soon as shipping details uploaded (item has been dispatched via DHL), then start opening case request for return. first reason was item wasn't received, and the dispatching isn't from AU. -- he could reject the delivery, right. But no, he took the item, then we asked him to close the case; but he quickly opened a new case saying the item is damaged (without providing photo / video evidence). Then escalated the case in one day. In the end, he got the item and full refund from eBay.