My results were beautiful and just how I hoped. I spent some time on-line and really thought out the colors and how I wanted them, got opinions from friends, including my store SA, before I placed my order on-line. Really if there was a defect or issue regarding it not being done as you ordered or a defect with the bag then they would have you send it back so they could do another one. They would stand behind their product. I know someone who ordered her bag without the periods after her initials, yet they did it with the periods. It was their mistake, so therefore they re-made the bag for her. Non-refundable in this case basically means that you can't change your mind after you order it, you can't return because you wanted another bag instead or you didn't like your chosen colors when seeing the bag in-person, for example. Hope that helps! I do love mine!