John is pretty good at getting things fixed and being fair when it comes to problems. As Hersute said, most people are more concerned in their piece being right. Sending a piece that's unwearable and then offering to send it back to the factory for a free re-do means the customer is hairless or stuck with an old wrecked piece for months as they wait. I have lost thousands trying to get out of dilemas when a customs comes back wrong when I've had to buy emergency stocks, pay for rush orders (which have never been faster than usual from any company I've used) and buying extra pieces that still come back wrong. So a few times I've had free replacements but when they also come back wrong they all go in the bin anyway because at the end of the day I need wearable hair on my head, not a money back offer.