Vicki
Herbal Alchemist
The first statement is incorrect AFAIK.
As usual, Vicki has it right. I specifically asked this question when I bought my walnut box a year ago. I strongly doubt the policy changed. They told me they would (at my request) attempt to save the original box but most likely this would not work for most failures.
A little logic will lead a fellow to believe the above statement is not correct. How would you expect them to replace a Koa or Tiger Maple box today? If they have stock of the correct custom they would be able to replace it exactly but I'm sure they don't guarantee being able to do that.
Just because you read it on the web doesn't mean it's true. I recommend checking with MF if you're not comfortable with getting a plain box replacement in the future.
OF
I think someone should call Magic Flight and ask them what their policy is now.