my mother purchased a X-5 MOP from the company and i have sent emails so i can help her return her Mop she is elder and is not going to be able to use it. it has not been taken out of the box i need to know how to return it for her. i sent all the info to the online chat and they wanted to charges me to be able to speak to someone. this is the worst service i have every had User's recommendation: do not purchase from Thane unless you really want to keep the product.