Ordered a cooker hood/extractor to replace an existing one that had given up. When the appliance arrived I could see that it was the wrong shape for my kitchen. I called to ask about returns and was told that since "I was a business" I could not return the item. I explained that I am NOT a business. The agent said that I was and that they would not accept a return. When I asked what shall I do she said, "Go out and sell it to someone else." I again told that I am not in business and am in fact an OAP. She asked me to hold and after listening to music for some time she finally agreed that I could return the item and they would give me a credit note. I wanted simply to exchange the unit for one that would fit but was told that was not possible and after getting the credit note I should talk to sales. What a lot of hassle! If I was in business I would certainly treat customers differently. What happened to "The customer is always right?" I will see if my credit note ever arrives!