i bought a blackshark v2 X brand new off amazon

I bought a brand new black shark v2 off Amazon and they directed me to your official site to put a claim for a replacement as the headset doesn’t work I’ve tried troubleshooting the headset through every means I know possible and audio only comes through one earphone at best I’ve used different devices to see if it was my controller that was the problem but the problem still exists would it be possible for a replacement