One email said to keep the one sent and share with someone in need. They also asked me to send a picture of my hair in natural light. I did and also sent a picture of the bun I have now that is showing signs of wear. I sent it from my work e-mail because I couldn't get the pictures to load. Then I get an email stating to return the bun and then they will send me a replacement. I work in a kidney center and have share my story with our patient about your awesome products, and this has helped them