Wish I'd seen this website before I purchased! - read for advice I bought an air con unit in July 2016, just at the heat wave was hitting. Unpacked set up, the unit didn't work. Called them the next day to report, I noticed there was polystyrene in it and wondered if I was supposed to take it out. The women was nice said send us pictures I'll get an engineer to review. Emails and pictures went back and forth and still no sign of a replacement or collection 2 1/2 weeks later. *consumer rights state if you have bought an item that is faulty the seller is responsible for collection, if you can prove the item is faulty (I emailed the next day. Kept all emails, sent pictures. Wrote explaining what I did from switch on, to waiting, to smelling burning) then you can have a replacement or refund.* I sent emails with screen shots of consumer rights and that I wanted a refund. They emailed saying they want more pictures. I told them it was packaged up ready to go back. I said I'd tried it again and this time 'I think I got an electric shock', highlight the unit is dangerous. Then they said they were closing my case as I hadn't sent more pictures! I called and recorded my call. They agreed to collect the item. Collection is tomorrow I will be taking pictures of the unit. The instruction booklet and it all packaged up. *citizens advice website states i can ask the bank to get my money back a reverse charge, if they fail to refund* I will get my refund