PSA: HQ items cannot be restored through item restoration if not discarded

[Alistaire]

Still very concerned this hasn't gotten a response.

We have a senior GM come in here and say something that directly conflicts with SE's written policy. (edit: sorry, "LGM", which idk, is lead GM?) Regardless of seniority of the GM you don't want your employees contradicting written policy, or incorrect policies to be out there, whichever the case here may be.

From http://support.na.square-enix.com/fa...la=1&kid=68222 :

However, there is a possibility that an item that has been "dropped," "consumed," or "converted to Materia," can be restored through the item recovery service. This service is only offered once per Square Enix account.

But then Enkrateia comes in and says

That being said, if an item was used properly in the game, then it would not normally be eligible for restoration through the policy. This would include turning in an item for a quest, converting an item into materia...

These are exact opposites. As someone who has worked in QA for company policy you'd want to send out either a retraction of what Enkrateia has said here or amend the policy.