Shocking service

Hello Andre,

I am almost certain the refund was done in January shortly after our return. As you said it's been months since then! I will double check with the person who handles the refunds in our accounts department. Unfortunately she is away this week (given all the holidays she took leave this week). She returns on the 3rd May and I will definitely chat to her. If it hasn't been done my sincere apologies! It would have been a complete oversight, nothing with intent or malice. As you stated, we agreed to refund you so there would have been no reason not to.  You are correct though in that we don't normally do refunds as per our agency terms, however if a replacement is required we always assist and if a replacement can't be sourced, for whatever reason, we bank the replacement for future use which is all stated in our agency terms which we direct all our clients to at the beginning of every relationship. We are the only agency who offers this additional assistance. Most of the other agencies work on the basis of if you find a replacement elsewhere you lose your replacement guarantee with them and that it is discharged with no refunds due. You will see this in their agency terms. I will be in touch next week with confirmation of the refund once the lady in accounts returns. If, by chance, due to an oversight it was not done, then I will arrange that it is done and I will personally send you the proof of payment. Once again I do apologise for the situation at hand, it definitely would not have been intentional from our side and as I said I am almost certain it was done as there would have been no reason not to.