There is no physical damage on the headset as of now, it is not holding charge .
This is the email they sent:
Thank you for the information. I will arrange for a replacement headset to be sent, before I can do this please cut the cable on each ear of the headset. Please refer to the attached photos on how to properly cut the cable on each side.NOTE* please do not dispose of your ear pads.Please also attach a photo of the serial number with the cut cable in the photo as well. The attached photos will contain an example of this.Once I have a photo of the cut/destroyed headset, I will make a shipment for a brand new headset to be shipped out to you.Please also confirm your address for delivery.If you have any questions, please do not hesitate to ask.