This is not accurate, we confirmed you if you wanted a replacement or a refund, you said you wanted a refund which has return fees, on top of another chain you wanted to return. In total customer wanted to refund over $2,000 of jewelry. Customer was able to return for refund, but due to the return amount being over $2,000. return fees apply. 99% of jewelry companies will do zero returns for any jewelry at that price point.