Unfortunately this company decides to disregard The Consumer Contracts Regulations 2013. This regulation allows you to return goods for a full refund, including any initial shipping costs paid. KES have decided that this doesn't apply to them, and so if you return anything, they will deduct a non-specified amount for the original shipping. So - even if you bought enough for shipping to be FoC, they will then make up an amount that they will deduct from your refund, which could be anything. I will of course recover the amount they have taken from me via my credit card provider, using the rules set out in Section 75 of The Consumer Credit Act. Unfortunately I cannot recommend this company, as their T&Cs are incorrect and they aren't playing by the rules.