I ordered a 15m garden hose online which when delivered I found was faulty. I emailed customer service about the problem. They wanted proof with pictures, I obliged. They agreed it was faulty, and they asked whether I wanted a discount, replacement or refund. I asked for a refund. All this took weeks, I asked what was happening and they said they are waiting to hear from the supplier. My legal right according to citizens advice is with the retailer. After 6 weeks with nothing being done I took it up with my bank. I showed them documented evidence of my interactions with them, and they agreed to a charge back , so I now have my money returned. I advice anyone who can not get a refund or help from the range to take it up with your bank, it can be credit or debit card. You'll find they can be very helpful.