I bought a can of Bostik TopCote last week from Lee Valley but actually made a mistake and I ordered the DriCote lubricant instead (read my fault!). I sent them an email to let them know I'd like to return it and get the initial product instead. I made sure to mention to their customer service I wanted to pay for the shipping (both ways) since it was my mistake. I even underlined the text about paying for shipping just to make sure they don't miss it - it's not their fault afterall, it's mine.
I got a reply less than 1 hour later, the product I wanted was shipping the same day and they told me to reuse the box I would receive to return the other product I didn't want with a short note about it (I'll simply print their reply). Obviously, no charge at all for shipping both ways.
Gheez, the can sells for 14.50$ and Lee Valley end up paying shipping both ways (minimum 6$-7$ each shipping)... In a nutshell, they end up giving me the product. They will send me a confirmation letter in a few days to let me know every thing's OK and they hope I'm happy with them. It's darn clear their business is not just about "selling" stuff... It's obvious the customer is at the top of their priority.
If all businesses in the world would just try to achieve 10% of Lee Valley's customer service quality, you bet the world would be a much nicer place.