We ordered a parasol and when it was delivered we realised instantly that it was much larger than we had anticipated. I tried calling the customer service line but no one ever answered even after 45 mins so I emailed asking for a returns slot. Then we would get available dates but no actual confirmation of when a pick up could be arranged. In desperation we went to our local store but they couldn't accept the goods and said it had to be collected. Eventually after the local store manager got involved the goods were collected. The returns policy stated that we would receive a refund in approx 5 days but 3 weeks later we still hadn't received it !! In the end I was so annoyed asked our credit card company to pursue our monies. They were excellent and got our money back within a few days. My advice is NEVER use the Range online system to order goods. The company is not to be trusted.