Processes do not comply with Consumer Rights Act My items were delivered heavily damaged (Adexa felt it was minor) as i would have had to sand and fill in the damage prior to use. It was a wooden table and bench set. The box was also heavily damaged when delivered and I was advised that I would need to replace the box if a new box was needed. I reported it almost immediately and began the most frustrating process of returning an item. This is a summary and does not include the back and forth, no replies to emails and so on. 1) I was required to take pictures of the item boxed up and proof it was ready to be picked up. 2) I then had to take another set of pictures with the returns label attached as these were only provided after the first set of pictures had been sent. 3) The first pick up did not show up. 4) The second pick up driver showed up but refused to take the item due to how heavily damaged the box was. Once the item was picked up and returned to Adexa, I sent two emails asking for an update on my refund which were not responded to. I then called Adexa to ask for an update and was told it could take up to 14 days from when its logged back in the system, not the date that Adexa sign for the item. There had been nearly 10 days from when the item was delivered back and my phone call so this was frustrating it had not yet been logged. Next I asked for my delivery charge to also be refunded because i was officially out of pocket if this was not done. I was told that it was not their policy to refund delivery charge as I could have accepted an exchange. I asked for the name of the person I was speaking to and she declined. I must have asked 3-4 times and reiterated my complaint was about the company and its process not about her as i appreciate she is not the decision maker. She continued to decline giving me her first name and while not legally obliged to, it is good practise to do so. I advised that i would be making a formal complaint about the overall service and experience. Shortly after ending my phonecall, i received an email confirming a refund of the full amount including my delivery charge. My specific experiece was extremely poor from the receipt and return of the item and the customer service. Manners cost nothing. As someone who is well versed in consumer protection and the laws protecting consumers, my advice to future customers is to ensure you check your rights and challenge Adexa to ensure you do not find yourself of out pocket. A simple google search will highlight a court case with Adexa around refunds of cost where the courts found in favour of the consumer. Unfortunately while the items are well priced, if there is an issue, the amount of time and effort required to ensure a fair outcome should be weighed up against paying a little more to a better managed company.