I've finally received an email back from them with the following message:
Thank you for your response,
I have reviewed the order details and photo.
We will be sending you a replacement frame for your Neo Hybrid case.
Please do note that the case is designed to be durable for the everyday use but the longevity will vary depending on user care and handling. Although the case is durable to protect your phone, the cutouts will be the weakest points of the case so always be careful when removing the frame to expand the lifetime of the case.
I recommend to not remove the frame from the tpu unless necessary. Also, we recommend you to use the OEM charger with the case as charger cutout has been designed to fit the OEM charger and other third party chargers may have larger shielding that might strain the cutout.
Thank you and have a wonderful day!
Warn Regards,
Charlie