at first I figured it was not worth the price tag , but I plan to have this set up for a long time and it is just a bothersome eyesore that is going to bug the crap outta me...
Hear you. Feel you. If you're up to it, you can email them before starting the return process. This is my script for phone convo... would look different on email obviously.
You: I need assistance with a defective product I purchased from you.
Them: Yes we would be happy to help. See our return page.
You: I've been there, and don't like those terms. I purposely selected this Sheldon Black piece because it's known for quality. The idea of sending me a substandard piece, and THEN charging a restocking fee, is ludicrous.
Them: Well those are our terms.
You: Then I need this to go to someone who can decide otherwise.
Them: (long pause, them talking with supervisor or pretending to)
I have gotten authorization to waive the 15% fee.
(guessing supervisor would rather do anything than talk with me directly)
At this point I would even push for re-imbursed shipping... it's all about the Sheldon name being quality, and how disturbing to see this flaw made it through quality control. Half the time the second request gets shot down but it's worth the shot for me (got a free hat pin out of the one from above). If they hook me up it's good to reinforce how the good things I've heard about HPG are true, and my people and I will be back. Everyone wins, yay.
It's kind of a game, but it works enough of the time to be worth the try. Phone works best because they're on the spot and more likely to give in just to get off the phone.