I recently bought 2 pair of shoes and 2 pair of sandals from Hotter, returned 2 pairs and kept 2. Hotter took ages to issue the refund and I had to email them in the end asking for it. Over the years, I bought quite a few of Hotter shoes because they were made in the UK and they were of good quality. The pair of sandals I bought last time started to cut into my toes after wearing once in town. I wore them once more to see if they would get any better but they became worse. I realised the straps were in the wrong place, not made with good quality material and there was not enough padding to make the straps softer. My husband then looked at the box and we noticed the sandals were made in China. This was new to me but it didn't surprise us seeing how the sandals were. I raised a complaint and Hotter said they would inspect the sandals. They have just called me and I expected them to possibly argue that I was wrong but they simply said "We are not issuing you a refund because the shoes are worn." I said to them "So, when I buy a fridge and it turns out it is not fit for purpose, do I not have a right to return it because it has been used?" At this point, it is very clear Hotter do not care about customer service, refunds and ignore your statutory rights. If something goes wrong, you will not get your money back. The person I spoke to totally ignored my statutory rights, kept saying the shoes are worn. The law says when you return a product it needs to be in new condition. This only applies when you change your mind about a product. But when an item is not made good, it is faulty or it is not fit for purpose, you can return a used product including shoes and this is called statutory rights. Hotter probably knows this better than me but it is clear they are in financial difficulty but by being the way they are now, it is only going to get worse.