Love this clock and love Wayfair customer service! When the clock arrived, the battery installation made it tick, but the hands didn’t move. I logged on, clicked returnreplace and they form asked the problem. I indicated that it was defective. It requested additional information. Before I knew what was happening, the site advised me that a no-cost replacement order was started and that I should feel free to dispose of the defective item. In my mind I had been thinking, “Now I’ll have to package up this large clock and make time to take it somewhere to send it back...” Nope! Threw it out and now have the new working clock on the wall! Way to go Wayfair!