They kind of are - the whole returns/refund process was really sloppy, they just sent me slightly awkward personal emails, they didn't direct me to the FAQ which apparently had more information than they did, and occasionally they sent me 'official' emails from the company that were completely blank. I've looked it up now to answer a previous comment, and apparently a 'reseller' with a very technical name does their trading from the UK site. Mayhaps that's the source of the problem.