I ordered two ceiling fans. One of them worked perfectly but the other one didn't, so I called to arrange a return of the product and I ordered a replacement fan from them later that day. So far, so good. Sometimes products aren't perfect but as long as the refund process is straightforward it isn't a major drama. Today, I recieved an email telling me that my return had been recieved but the email seemed to imply that I woudl be getting a refund or a replacement item. I called two minutes after I recieved the email, to confirm that I needed a refund and not a replacement. I was told that the replacement was already in their packaging area, so they would have to send it out to me and then I would have to call back to get a postage label and then I would have to ship the product back to them. I asked if they could just stop the shipment and not send me the fan but I was told this wasn't possible. I asked if they could just call down to their warehouse, and ask them to not ship the product to me, but again I was told that this was not possible. If the fan had already been dispatched, I could understand their position but when it is sitting in their own warehouse and hasn't even been packaged, there has to be something fundamentally wrong with their systems for them not to be able to stop someone from packaging it and sending it to me. It feels like a massive waste of time and resources on all sides.