(Please note template still being worked on, however procedure highlight by this template)

Thank you for your reply.

I'm afraid the returns department has advised they cannot overturn the rejection as the plug and dust caps are scratched/marked and not in a resalable condition (please see pictures attached of the plug and dust caps). We are not refusing the refund altogether Dijonis, but we simply cannot resell this cable to a different customer as it is not looking new, if we sell this cable to any customer they would not be happy and in fact would not be fair to send any customer a cable with the plugs and dust caps looking as they are at the moment - we will have a cost to replace the plug and it is on our terms and conditions that the cable can indeed be returned but it must be in the exact condition that was sent out and in this case we are confident the plugs were not in this condition when they were first sent out.

I completely understand this is not the outcome desired, however we cannot offer a full refund in this case, we will have to replace the plug and the dust caps before the cable can be in a resalable condition.

Since the full refund will not be possible due to the reasons explained above and supported by the attached pictures, we will deduct £25 of the refund amount, or we could send the cable back to you, if this would be a more favorable solution.

I do apologise that this is not the desired outcome, but I hope you understand our position and explanation.

Kind regards,