I have used Laptops Direct before and have been very happy. On this occasion decided to buy a 'refurbished' laptop. Their description of A2 grading suggests minor cosmetic damage so I thought why pay more? I rang up to ask if I could look at PC before buying and was told to go to Huddersfield store - I said this is closed according to the website but was assured it was actually open. For some reason I rang back and was told that the store was actually shut so I decided it was safer to make the purchase online but pick up the laptop in person at the Elland site. I picked up the PC and unboxed it in the car park to find a deep 6cm scratch on the screen. I took it back in and questioned whether they thought a large screen scratch was minor cosmetic damage and they said .... Yes, you want to see what A3 looks like 'smashed casings etc'. There was no problem at all accepting the PC back and I decided to buy the same laptop but graded A1 instead. This machine was perfect, it had a full set of accessories (despite the item's description) and works perfectly. The manufacturer has also accepted 6 months left out of a 12 month warranty. So I am a happy buyer but I advise you to be wary about anything less than A1 grading.