It was necessary for me to return a product not faulty but not exactly what I had ordered. (Elite Electric 4 in 1 multi-tool) Paperwork was correct I suspect the warehouse made a minor mistake in selection. Although I agree with some of the critical reviews posted and it did take their service department some little while to react to my requests for resolution of the mistake. I can finally state my confidence has been restored in this company. A refund was forthcoming for which I truly thank whoever was responsible. It may have taken some time to resolve but I can now encourage customers to bee (i am a silly beekeeper ) patient . Mike in York.