I ordered a phone at the start of July which they sent me after the 10 working days when their confirmation email said no longer than 6 working days. This phone was faulty when it arrived as no earpiece or mic working although I was able to make bluetooth telephone calls from the car. I informed them that the phone was faulty & they sent me details on how to reset the phone which I did without it improving the phone so still unable to make telephone calls away from the car. the first email I received after I told them that the fixes didn't work told me that my 1 year warranty had expired (having had the phone for 24 hours) then they did apologise for the email being sent in error & offered me a repair or replacement to which I requested a replacement as I didn't trust the product they had sent. yes they arranged carriage to return the product (bearing in mind they say their shipping is all next day) I packaged the phone up & used their shipping method. When I tracked the returned item I found that they were using a 5 day service. they did not treat the email request for a replacement as the order but waited until they had received the faulty product to process the replacement order & emailed to say that this replacement would be shipped in upto 10 working days, this is now 1 month without a product that had been paid for so as they were stating I had to wait another 10 working days (2 weeks) I requested that they cancel the order & give me a full refund now I have received another email stating that once the cancellation is authorised in upto 48 hours I then have to wait 2 weeks for the refund to my card 38 emails over this month have been received & sent