I purchased an item last October which I hadn't used until this October but it was within a 12 month period. Within about 10 minutes of use the thing had broken so was unusable. As it was in as new condition previously and I still had the outer packaging I contacted the retailer on ebay, explained the situation and they were more than happy to have it back for repair or replacement. I sent it back as a recorded delivery including a cover letter explaining I'd prefer a refund (expecting a replacement wouldn't be any better), the original listing transaction and the PayPal transaction. After about 2 weeks I messaged asking if any decision had been reached to be told it had been sent back to the manufacturer (Stanley Black and Decker) to be assessed and I would be informed when they heard anything. Another month or so went by and I asked the question again, same answer pretty much. Two weeks ago I asked the question again and was told the manufacturer needed to see a dated invoice from the original purchase and they don't keep records beyond 90 days of a transaction (in itself a lie as the HMRC require you keep records for 5 years). So at this I explained I had sent them a paper copy of both transactions and asked if they had lost them. After being told they had I said I'd send a PDF copy via email. I did this and a screen capture version of the PDF via the ebay messaging system. I was replied to saying they couldn't do anything as it wasn't dated (it was). I told them it was and before they said it I reminded them it was returned within a 12 month period (obviously trying all tricks) - although in the UK we have consumer rights for 5 years if something has failed before a reasonable period of use has passed (could be 8 years thinking about it). Up to today, I've still heard nothing back, the faulty item hasn't been returned and I've had no refund. I've messaged them again saying if they have to intention of doing anything to return the faulty item to me and I've told them my return address is on the dated invoice I've given them 3 copies of (just to be an arse). Realistically I can't see them doing anything - do I realistically have any options beyond ebay? Consumer rights groups or SB&D?