Refund process appalling, yes we signed a contract where it stated 20% if not delivered for any reason. We ordered a super king size divan with zip and link mattresses. The divans would not go up our stairs but the mattresses would. They took them all back and charged us 20% for being unable to deliver even though we would have been happy to pay 20% of the divan and keep the mattresses. But Bensons insist the whole order must be cancelled and we will lose 20% on whole order but then happy for us to re-order the mattresses at full price again. Impossible to do business with these people and the customer service is hopeless.