I purchased a boiler from Plumbnation and upon opening of the box my partner realised I ordered the wrong model. We started returns process and in the meantime ordered and got a delivery of the correct boiler. We've returned the boiler to Plumbnation intact, as requested, and paid almost £50 return delivery costs so that it is insured. I was told since polystyrene box surrounding the goods and a plastic clip have been damaged and some panel is loose, we will not get a 100% refund as 15% of the product price (almost £150) will be needed to have the item repackaged by the manufacturer. When we returned the goods the polystyrene box and all parts attached to the boiler were untouched. Someone in retailer's warehouse must have forcefully opened the box and damaged all above in one swing. Sounds like a dodgy tactics to ensure they never pay 100% back and use any excuse to charge customer for the actual admin taken to deal with return of the goods. For anyone in similar situation, according to Citizens Advice website about unwanted goods purchased online and the T&Cs applicable to them, quoting "If your contract says you must use the original packaging, this is likely to be considered an ‘unfair contract term’." Further to that, Plumbnation's T&Cs state "10.4.5. You have a "Duty of Care" for any Goods delivered to You. Duty of Care requires that all Goods delivered to You are returned complete and undamaged with all accessories and instructions intact. The original packing must also be returned in reasonable condition. You will be liable for the total price of any Goods that are returned damaged or incomplete, or that otherwise do not meet the Duty of Care expectation." The original packing has been returned in reasonable condition meaning: - it has not been damaged in any way upon return delivery - the damage that has occurred in Plumbnation's warehouse would still constitute a reasonable condition as it can be reused for most part or easily repaired (seal) - "reasonable condition" is a very ambiguous term in itself and when in doubt, the customer rights always should take priority / precedence Plumbnation is not a customer-friendly retailer and I would advise anyone to purchase their items elsewhere - there's plenty of similar companies with far better customer services and standard practices. I've taken this case forward to European Commission: Online Dispute Resolution and will be submitting a complaint to Consumer Ombudsman of which Plumbnation is a participating company. I'll update here as the case unfolds.