Horrible customer service. Product received mid October - due to unforeseen circumstances the person who the gift was for did not need the gift anymore. Product sent back within 2 days (unopened in original shipping box). After over a week of no response contacted the retailer and received a response saying that the product sent back was scratched. Asked for photos and explained it was immediately sent back - no photos were available from their end. They said that it now needs to be sent to their inspections department for further inspection - and that this is their normal procedure (not to worry). After another week no update - reached out again just to get the same info. This has now been over a month from the time they have received the unopened return and are refusing to process the refund. Each time you try to get in touch with someone it seems like they are using a template to send back the same type of message (this is our normal procedure, please be patient, don't worry). This is completely ridiculously unacceptable customer service. I wish more potential customers will read and think twice before purchasing from Paul Valentine. And please, if this review is read by PV customer rep, don't respond with your regular template "...we are in touch and are working on solving this issue.." - you are not in touch with me -every customer communication was initiated by me - and now, you don't even answer chat/whatsup/ customer line requests for an update on this refund... Pathetic.