1st item I recieved was faulty and the customer service was excellent in regards to information about returns procedure and I recieved an emailed returns label very quickly , however it wasn't the same story when it came to actually being sent a replacement item , I recieved a notification from DPD that my item had been recieved by planet tools but I heard nothing for 2 weeks from them, I finally had enough waiting and rang them and they sorted a replacement eith apologies but I feel its now policy with online tool companies to delay replacement or refunds until the customer rings , I had a similar experience recently when I returned a faulty battery and had to ring after 3 weeks to be told that by a huge coincidence my refund was being processed that very same day