If you buy the wrong item you are pretty much screwed. There are no real refunds. There only appears to be a one time item restore function for something you accidentally dropped.

Myself I only have good experiences with customer support, having had issues with a software and a hardware token. Both of which were promptly resolved using chat support on the website.

It isnt hard to get help but sometimes the answer is just no. Like in real life we have to pay for the mistakes we make. Thats just how it is.