Out in Colorado and in syndication around the country, we have a consumer advocate, Tom Martino. He often has said that it's not whether a company makes a mistake... It's what they do about it that makes a difference.
I personally have had a very, very few customers over the years who "had a problem" with one of my leather products. In most cases it was their fault for not providing the right information (belt sizes, in particular...always ask for an actual measurement, including over the outside of a heavy coat), or having soaked their product in Lexol, rather than just applying a sparing amount...right after they received it. I could have argued with them and probably would have been right. In those few instances I offered a complete refund, or to fix or replace the item at no charge. All they had to do was return the item. I have NEVER, in 36 years of producing custom leather had to refund money...the customer allowed me to make good on the problem.
Why have I effectively "eaten" the few problems when I could have prevailed? Because the negative publicity would have cost me far, far more in "good will" than it cost me to fix the problem! No brag. Just fact!