When we received our order of a new toilet we found that it was broken. I contacted the company who responded very promptly. They sent out a new toilet the next day and took back the broken one. My only niggle was that when we reported the damage they asked us to send them a photo and dispose of the damaged goods ourselves. i felt that this was a huge imposition on us and refused. To their credit, they immediately arranged for it to be collected and the new toilet arrived in perfect condition. Due to the way they handled the whole thing, I would definately recommend them most highly to someone else.