never have such return experience before... As a costumer I got the feeling that they not really trust me and that I am in debt, due I have to send them two times many pictures of the damage glasses with the response that the transport is to blame. After discussions that I don't want 20% discount for my next order rather I prefer a return or refund. They will proceed the replace in condition that I have to guarantee that the old product can't be used anymore. I have to destroy it and send them pictures to prove it. To sum up: It needs many mails and many pictures and you are forced to destroy to get a replace.