Thank you for the opportunity to explain the other side of the story regarding this incident. The customer claimed they received the wrong product. This is not true. The customer claimed the patina did not match what he saw on his computer monitor. We have no way to know if the customer's computer monitor was calibrated or adjusted correctly. When buying from a catalog or website it is a very good idea to open the package and make sure the product is what you had in mind. On this item we have a 30 day return policy without a restocking fee. The customer received the items in August and did not contact us until October. Our policy is clearly stated on the order form in the print catalog, on the customer's receipt which is included in the shipment, and also on the website. There are many links to our return policy on the website, so it cannot be said that the policy is difficult to find. At the time the customer called us wanting to return the order we asked him if he was using the hardware. He said, "Yes, we had to, otherwise we couldn't open up our cabinets. You understand, don't you?". He made it quite clear that he wouldn't be able to get into his cupboards unless he installed them. We do not take returns on used items. This is similar to the situation where a girl buys a prom dress and tries to return it to the store the day after the prom complete with perspiration stains. The customer NOW claims that they never installed the hardware. Since the customer has radically changed the story it is difficult to know which story to believe. However, the decision to deny the return was based on the first story the customer gave us. Plus, the customer e-mailed us photos of the hardware...installed on their cabinets. The customer should have inspected the product right away after receiving the package, or at least within the 30 day return period. He should not have installed and used the product. The customer has been negligent in his duties as a consumer. The customer filed a complaint with the Better Business Bureau. The BBB investigated and determined that it was an invalid complaint. They even hand-wrote the words "invalid complaint" followed by an exclamation mark. We are happy to e-mail or fax a copy of the BBB investigation results to any interested parties