According to my policies, The personalized name necklace is final sale and no refund, especially customer do not be careful and make a necklace fall from high.
In your case, I'm pleased to make a replacement with some additional charge that it is something that you should be responsible.
Or you may return the damaged necklace with original box to me and I will give you a full refund, (shipping charges are non-refundable), once I receive the item and see that there are name pendant, chain, box in the package.