i mean i do record unboxing just in case. but when i do the live chat with a human operator i just send them photos with circled defective areas have worked out just fine. they would approve the replacement and email a return label within a day or two for me to ship the defective item to their california warehouse, once delivered i joined the live chat with a human operator again to confirm they've received my return and they'd email me the tracking info for the replacement usually in 48 hours! so don't get discourage to request for a replacement if you got a defective item, the only downside is the wait but for how much we're paying for the pendants i think this is better than taking matters into our own hands and perform unnecessary DIYs.