I ordered an iphone 13pro max on Jan 2nd as it was for my daughter's birthday on the 25th and knew I had to ensure if it came damaged I had time to return it. She opened it and it worked for three weeks and then stopped working.

I took it to an Apple store and they said it had had both the screen and the battery replaced and they were NOT apple products. They said the phone was not working as the screen didn't even fit the phone.

I emailed Amazon- as I bought through them and they said that it was out of time for a refund but to contact Ultimo.

I called and emailed and I got an email to say that I needed to contact Amazon-talk about runaround.

I finally found a phone number and called Amazon. I explained that I bought the phone - 'as new' however, it most certainly was not and that the manufacturer had confirmed this. Amazon agreed that I should get a refund and sent me the lables.

Then I get an email from Ultimo stating that, they cannot say that I will get a refund until they see the phone.

I sent the phone registered post with tracking and insurance as I was told to do.

The phone arrived to them on March 3rd. The refund policy was 7-10 days from receipt of the phone.

Every day I have been emailing. First I was told I had not removed I cloud, this was true, I was unaware of how to do this and thought I had but it took a bit of fiddling at my end to get this part done, so another 48 hours.

Next (March 18), they had the audacity to tell me that the phone was 'not working' and that they needed to verify if I had accidently damaged it. I stated that the reason I was returning it was because it didn't work and at this stage they had the phone in their possession for 15 days and at this stage it could have been damaged at their end.

Yesterday, 19th, they confirmed that I would get a refund and it would be 'issued back to you today'.... needless to say I have not received the refund.

This company has breeched my consumer rights. They sold me a product 'as new' that was most certainly not, and now they have updated the product type as 'Renewed' on Amazon, to show that they accept that it is not 'as new'. Confirming that they went against consumer rights.

They have had my money for nearly a month. This has caused me nothing but stress and debt, as I had to purchase another phone for my daughter and did this in the belief that I would have my refund within 10 days.

Ultimo are the ultimate cowboys. Do not stress yourself by dealing with them.