I have purchased over $3,000 worth of beads from Fire Mountain in the past year. I have never returned anything in all the yrs. I have been a customer, even when it was broken or less than what I expected. However, I did make a purchase in July in which I returned around a hundred dollars worth of beads because the colors were not true and the quality was just not what I had expected. I had ordered a lot of high end 24K gold painted beads which I kept. Most of which were on sale and did not qualify for the volume discount. It costs me $15 dollars to send them back. I got a $2.30 credit from Firemountain. (should have been credited back to my credit card). Hope it was worth the hundred dollars, because that is the last money I will be spending with them .