I ordered the wrong code number for a kettle and received the identical kettle without a temperature control When I explained and asked to return and exchange it for the one I wanted I was informed it would be £15 if they collected and the chap said it would be a better idea if I kept the kettle I did not want as it had cost me £38.98 inc. delivery and if I returned it myself it should be cheaper but it is my responsibility, when I asked for a returns address he said its at the bottom of the web page. Don't you have a customer friendly returns process? shame really doesn't seem a bad web site still havn't made my mind up maybe a £5 loss would have got you a regular customer Everything was rectified I’m very pleased