I have been buying products from Lima Beads for 4 years now. Customer service is great, communication is done thru email-I have NEVER had an issue with them responding. Products are competitively priced ( and I do a fair amount of comparison shopping always) RETURNS are VERY easy, simply follow their very clear concise instructions PRINT AND KEEP COPIES OF RMA. I have RETURNED a few ITEMS for refund over the years with NO PROBLEM. Be cognizant your refund will reflect the discount code which you applied to your order. You are sent notifications which you may track upon shipment of your order.