Beautiful shoe, unfortunately defective quickly

I bought the liner before Christmas here and they were delivered quickly. At first glance, everything was great! Beautiful and comfortable shoe, quick release system optimally for a 11 year old. The rolls we had now already replace because they were pretty expired. Recently, even a Schnürbändel torn. But that was a problem in this special closure system Boa. Repair or replacement of the tail is not possible, but the shoes must always be returned to the manufacturer (statement of local dealers). I turned to the shipping company and quickly got an answer, I would like to send a photo. The photo with the missing Bändel I sent the same and you answered me, I'm supposed to send the shoes at my own expense only once to them. Only locally will you decide what should be done further. All this in the warranty period. On the Boa lacing system was advertised with "lifetime guarantee"! Therefore, I must advise before buying.