Call Exertis on 01282 858 484 within 48 hours of receiving your gift, and they’ll be happy to help.
If your gift is damaged or isn't the correct gift, Exertis will arrange for a collection of your existing gift and once it's been returned to Extertis, they'll send out your replacement gift.
https://www.virginmedia.com/help/virgin-media-free-gifts

** I work for VirginMedia but all opinions posted here are my own.