Thanks all,
After politely pointing out my T & Cs on the item that was the catalyst for my post here, I got quite an abusive email. So I decided to refund and sent a cancel transaction request. Nil response so far. I has my first neutral feedback not so long ago and did notice quite a difference in sales for a while.
Thanks for the advice everyone.
Ks

Sorry to hear that. Did u refund without a return of the product. I hope things work out.