Only Capirossi will know what she sends back and why, but dare I say it.... do you ever return your beloved LG bags? If so, as a high cost item it is far more likely to come to their attention. I don't like the concept of "the letter" either, IMO the presenters should say "terms and conditions appy...for more details please see our website" otherwise calling it a Guarantee is a little misleading, as clearly there are strings attached and the ordinary customer would feel misled.
I think my level of returns is ok, but I do use the MBG reasonably often. If I buy clothes I try on and return if it does not fit or suit me. Sometimes I have ordered 2 different sizes and returned one, or 2 different colours of the same item and returned my least favourite. Only once have I worn something a few times and returned it due to a quality issue. With make up I have only returned a foundation that I ordered in 2 different shades and tried both, lipstick that looked too pale, blusher that was too dark etc. but I keep a fair bit too, and have been invited to the beauty bash for the first time ever. I have returned all but one of the perfumes I have ordered, because I don't like it or came out in a rash. I have kept all the Yankee Candles stuff except for 2, one being inferior quality artisan jars (IMO) and one set of tarts where there were too many in the set I didn't like. So although I clearly make use of the MBG I have not receivet "the letter"... YET! If I did I would ignore it I think.
I do (or did) buy a lot from Q but I rarely shop on the high street as I loathe shopping- Amazon being my other internet store of choice. I rarely order after watching on air presentations, ( apart from the latest model Yankee tart burner which is lovely!) I use Q as just another online retailer, and use this forum to ensure I don't miss my favourites.