When 7-year-old Luka Apps lost his Jay ZX Lego character after disobeying his dad's suggestion to leave it at home, he wrote to Lego asking them for a replacement. Soon after, a Lego consultant wrote back saying that Lego usually doesn't replace lost figurines for costumers, but that for him, they would make an exception.
Here's a transcript of the exchange that was posted on Twitter by Luka's dad, Simon Apps.