Please see attached email sent to CEO of Dunelm, I have had no response Please take this email seriously. My wife purchased a number of items at your Kettering Branch early December 2024, one item was Elements Matte Duo Soap Dispenser and Storage Unfortunately after using this item for a very short period the coloured lacquer started to flake and come off, so she decided to return it for a refund but could not find the original receipt but could prove the transaction via her bank account as she had paid using her debit card. On Saturday 11th of January 2025 she took the item back to the Kettering store only to be told that as it was outside the 28 days and that a refund was not possible, despite the proof of payment on her bank account of £160, according to the assistant this was not acceptable. After some discussion and going to see her manager twice she was offered a £3.50 reduction on another purchase. My wife refused this saying that the item had cost £12 and was faulty, this was not good enough for your team at Kettering who said that now the item was in the Sale at £3.50 this was all they would allow. After more haggling they finally agreed on a reduction of£6.00. This product and the handling of the attempted return was truly disgraceful and unsatisfactory, as you are aware, The law says "satisfactory" is what a reasonable person would be happy with. Would you say that my wife was being unreasonable? We do not live close to your store in Kettering it's a 25 miles round trip, so to have to return an item costs us time and money. I believe it is a duty for you and your company to make sure your staff are fully aware of the two acts that protect the consumer, The Consumer Rights act 2015 and The Sale of Goods Act 1979 It is somewhat obvious that this is not the case. Please look into this as soon as possible and contact me with an explanation and a reasonable offer of compensation for this breach of the law. Failing this I will take this matter further and will ensure that all social media channels are well informed of your company methods. Yours