I ordered a replacement banger which was the exact same model as a previous banger I'd purchased from glassworks, (and which always functioned very well); however, the banger which arrived was of poor quality, struggled to retain heat and was hardly functional, despite me experimenting with various inserts (terp pearls, a pill, a mushroom etc.). I emailed glassworks to explain the problem, and their owner Bruce, kindly and politely explained that as each piece is handmade, this means that occasionally one may be below par as, understandably, it's not realistic to heat test each one, as this would taint the pieces. I was offered a replacement banger straight away, £25 more than my original purchase, out of 'good will' for the inconvenience and it was shipped out automatically for me. I cannot praise glasswork's customer service enough; the owner is friendly and highly in touch with the customer's needs, the replacement banger is of outstanding quality and my other purchases, (e.g., a hand blown, one of a kind dab rig), I could not be more content with. There will always be mistakes/ imperfections in life, what matters is how they are handled, and glassworks have set a leading example of how this should be done. I highly, highly recommend glassworks to anyone looking to smoke in comfort, ease and style!