If you think you have a broken case, please take a look at the steps below to see if you can get it working again:
1. Double & triple check you are operating the deodorant correctly. To insert a refill, the trick is to make sure the base of the deodorant is to twist the base down as far as it will go. It is at the bottom when it stops moving. After this, press in the buttons on either side and pull the base of the case down and out. The buttons may be a little stiff at first but will loosen up. Remove the cardboard lid from the refill but do not take it out of the cardboard casing and insert it into the case from the bottom. Reinsert the base and twist the deodorant up clockwise (right) a few times and it'll be ready to use.
2. If you've followed the above advice and are still having trouble, we find very occasionally that the deodorant sticks to the refill casing. If you remove the refill and massage it a little so that it warms up, then gently press the bottom of the refill to see if the deodorant moves. Once it moves you can place it in the case and try again.
If you're refilling your deodorant after using your first refill and you can't twist the base down, try pressing down on the refill as you turn the base. You should find it starts to move down!
If you've tried all this and you're still having no luck, please do contact us via our contact form. It's really useful for us if you send a video or a picture of the issue - it usually makes the problem diagnosis a lot easier!