Keeping a high rating is all about customer service! We had a mishap with shipping - one of the vases was broken during shipping. The seller promptly activated the insurance coverage and arranged a refund. I may be able to repair the vase, but the repair costs may exceed the purchase price and the value likely will be different from the undamaged pair. So, the refund is both appropriate and very much appreciated! Thanks to this seller for their handling this unfortunate mishap well!