After I received my order, I contacted Fotonsense through their webform to request an exchange of the binoculars I had bought for a different model. They didn't reply to my message for days, and when I tried calling them I only reached a voicemail... They never responded to my voice message either. After I left a bad review here, I got an e-mail from them within 24h, and they were very responsibe and supportive in accepting a return for my item (at that point I had decided not to exchange it any more but get a full refund). I believe there most be something not quite working with their webform and their phone lines might be saturated, because after the bad review they were very helpful. I have thus ammended my initial review from Very Poor to Acceptable.