Took a while for anyone to respond to my query despite contacting via multiple ways. However when I finally was in contact with someone the customer service was great. The replacement product was delivered really quickly as well. I was a bit disappointed that I was expected to return the faulty product in person, requiring me to find time (whilst managing a baby and family commitments) and a significant drive. Response time was not over a week but there is no option to select below for between 6-12 hours and over a week, and you cannot deselect the options.