I had this problem with Lush Us, a client would be matched to one colour then when she came for her new hair I would order the same (matched from same colour ring) and it would come back a few shades out. It's alright to say send it back for replacement but what do you as them to replace it with? Do you chance it and ask for same hoping it was just an off batch or do you try the shade lighter/darker? I had this around half a dozen times, sending hair back and forth. I lost one client and for another two I had to order the hair from somewhere else out my own pocket and ask LU for a refund - two weeks later no refund so I phone back and get a completely patronising person on the other end of the phone - no apology for the constant mess ups, no reassurance it wouldn't happen again..... best to avoid from now on! I haven't ordered from them since!