.....SPEAKING TO CUSTOMER CARE AND THEY CUT THE PHONE ON ME.... I bought a small Hercules DJ controller from maplin, spoke to a couple of Djs, and was told to get a better one, i had used the controller a few times for personal use, and i took it back to maplin, that i need to return it (since I would be upgrading and was still under the 30 day money back guarantee, I was given a full refund, and added the money to what i had on me and bought a bigger one( Pioneer) that was recommended by a member of staff in Maplin the same day. I spoke to DJs that i know, and they told me it was an entry level controller, i used it twice to see if it was worth an upgrade, still under the 30 day money back guarantee, i took it back to maplin, asked if they had what i needed and they didn't so i asked for a refund. The store the manager told me I could not get a full refund, reason being that, it was 'used twice' and offered me 75% of the retail price or go and sell it myself. Hence I went to the other Maplin branch at Junction 1. On getting there, the manager(at Junction 1) was waiting for me at the door, to tell me that he got a call from the other manager (at Reagent St.) that they should not collect the controller from me unless, I accepted his condition(that is,collect the 75%of the retail price or take the controller back and sell it somewhere else). I also asked the Manger(at Junction1) for the reason given to him, he said he was not told a reason. I was then charged 25% of the retail price and this affects my satisfactory right.It is not stated in Your Terms and Conditions, neither was it stated in your return and refund policy as at 14/05/2016 (2:00 pm), that I will be charged 25% of the retail price because the item was used. I called customer service and was told they could not do anything that the manager had made his decision, and it cannot be changed. i also sent an email of which they replied with ''We aim to respond to all emails within 24 hours. However in the vast majority of cases customers will receive a reply well within this time frame.'' Still waiting on their reply after 24 hours. The next day i call customer care to speak to someone in higher authority, they said asked for my details... and told me to wait, and they did not forward my call to any one but rather cut the phone on me, called again, they asked for my name, and cut the phone on me. The only charge found was in section 6.3 of returns under your terms and conditions, which does not apply to my case. Please I need the reason for this 25% charge to be expressly explained.