Customer complaint: guidance on overseas refund/ return request

Hello.

Hoping for some guidance on how to handle a complaint. A customer has requested a refund for a framed print that has arrived damaged. They have requested a full refund, any suggestions on how to best handle this. It’s 100% damaged and understand customers complaint. Is the expectations if they want a full refund they send me the framed print overseas to the UK?

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Customer complaint: guidance on overseas refund/ return request