Had the exact same issue purchasing a Zhiyun Smooth Q2 smartphone gimbal from them. The locking mechanism for the smartphone holder was defective so was deemed DOA initially. Returned the item to them and now after a week of back and forth they said there's no issue. Told them to check again and I even gave them videos showing the fault, they once again come back and say there's no issue and show me a fabricated Youtube video. I've opened up a dispute and escalated to a claim, but now have to wait a week for PayPal to get back to me. Paypal has requested further input from Tobydeals and to this date (it's been 4 days) they have not responded to PayPal.....
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