Customer returns is abysmal & non existent. It is a legal requirement with distance selling to offer 14 days cooling off & returns. However you are fobbing people off by not organising returns and being obstructive to that process. Telling people to wait 48hrs to receive 'feedback' on their return, then not getting back to them. You have done this to me and many customers.
For returns issues go to Citizens Advice who will give you a template letter to make them adhere to The Consumer Contracts Regulations 2013. This will sort it.
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