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Trading Standards should be able to provide you with templates of letters and a course of action most likely to get you a refund. Just mentioning their name can sometimes prompt a suitable response. You could also investigate taking a claim to the Small Claims Court. You do it yourself so no costly solicitors fees. You might want to check the internet for some templates for letters as a starting point before starting court proceedings. Again, sometimes a well worded letter is enough to prompt the correct response.