After numerous phonecalls to try to get a return authorisation, I contacted my bank. They are now helping me to get a refund via the 'Off Premise Distance Selling Transaction' clause. If you are ever unlucky enough to find yourself in a similar situation, please note that you only have 14 days to claim your refund via this method. I am pretty sure that wwodbrass.com are aware of this and have been purposefully delaying the whole process to make getting a refund more difficult. As some of the positive reviews on here suggest, they might be fine if they actually have the product you ordered in stock but that's not a risk I would ever take again. Totally feckless, do not use woodbrass.com in any circumstance.