Firstly not a UK company but a shill from Chinese importer.
Item quality very poor. When asked for refund and prepaid return label, got the same playbook as others - namely 5%, then 10% and finally 30% discount and requirement to pay for postage back to China,
Should have read the signs of no contact for customer service nor UK contact info. Had to get credit card involved who helpfully upheld the dispute.
Save yourself pain and avoid.