I paid £60 for a tankard from Merchoid and when it arrived the postage box was undamaged but the box inside had a big rip in it, this to me doesn’t constitute a ‘new’ item; it also suggests to me that the item was damaged before shipping. The customer service person I talked to refuted that this was any sort of an issue, pretty much saying that the box doesn’t matter. I think it does matter, you buy a new item you expect new. Now I have to go through the process of sending the item back as they wouldn’t offer a partial refund or any other means of avoiding that.