I ourdred a blue Nike umbrella from you which had a hole in it. I sent it back following the returns process outlined on the receipt. However I have since been told I cannot get a refund for the postage of £11.99 as I didn't get a returns number from you by calling you direct. I am very disappointed as this is not made clear on the receipt.it says that any charges incurred by the customer for the rertun of damaged goods will on assessment be refunded. It does not say that I had to refer to your website or contact you directly. I did speak to someone who was very unhelpful.As I have bought many products from you and hope to continue to do so, I would appreciate you refunding me the postage.many thanks N Dooley product number 14WPBLU