I ordered a monitor, the model number was confirmed. The wrong model was delivered (very quickly). After an email query which wasn't responded to, and then a follow up phone call and a returns request I was asked to send it back in completely new packing material - 3-4 inches of bubble pack, then take it to a collection point. This was very inconvenient as I didn't have all those packing materials. When I queried whether they could send me appropriate packing materials they said that they couldn't do this. When I asked for compensation for the time lost and inconvenience I was told that this was not possible and this was in their terms and conditions. They refunded me rather than negotiate on this. A warning therefore that if they make a mistake you will have to pay for it.