Ordered a pair of trainers that came up too tight. I asked to exchange, but was told they did not offer an exchange because they were bought using a Vitality discount. Instead, I must return the item for a £5 fee and wait for a refund before ordering again. They did not confirm receipt of the item or reply to a ticket I raised querying the return. I realised the refund was only processed when I checked my bank account. Upon reordering, the pricing has changed, meaning I now have to pay an additional £25 for the same trainers. I am, in effect, being charged £30 to exchange.