Doggy & Moggie in Ruislip

Very poor experience. Returned the stroller which cost £435 as the handlebars were slack and the break does not lock very well. The owner of this company told me it was not faulty and I had to pay the return courier which cost £27 and he books it! The courier did not give me a receipt and it was a plain white van (?) so I was suspicious then and took photos of the courier taking the box away and of his van. The owner of Doggie & Moggie then sent me pictures saying it was damaged and wants to keep 30% which is £147 of £435. Sad thing is, the small scratches on the photos he sent are on one piece of the frame at the bottom and I never seen them so it looks like I was sent damaged goods in the first place! which is absolutely outrageous. It is my dog who is suffering because he cant walk anymore and we cant buy a more reliable model until we have had the refund. We still have not had a refund. The owner knows all of this. Cares about animals and pets ???
Just a note for future customers to please take detailed photos and be very careful. I dont want anyone to experience what we are going through right now which is in short - a nightmare.
We feel very sad and very let down. I have asked the owner to do the right thing and provide us with a refund, and reminded him we purchased it in good faith. He said it had been used but I called him within 2 hours of receiving it and had it couriered back with the full packaging diligently put back. Lucky for me I took photos too... Such a shame small businesses and family businesses suffer because of the poor reputation of some. Is £435 really worth your integrity and the integrity of your business which so many depend upon. We made a conscious decision to purchase this from a small family business to support them. Lets see if he does the right thing.