I made a mistake & ordered a toilet incorrectly and so had to come back to you to arrange a return & order a replacement. I have been advised that I have to sort the return myself. However the courier you used took the toilet off the palette and the box came apart slightly. Due to the weight it clearly needed to be on a palette which I don’t have. I find it pretty ridiculous that you would expect a customer to be able to return something so heavy when they wouldn’t have a courier contract in place. This would make me not want to use you again. I order a lot online and have never once had to find a courier myself to return an item. This really sets you apart from other businesses. Surely the most sensible option for customer satisfaction is to arrange the return with your courier and deduct the cost from the refund. My other option was to drop it off in Plymouth - 230 miles from where I live. Not ideal.