Last Sunday I referred to a case involving a complaint submitted by Henry Grima involving Sharper Image. First of all, to be fair, it transpired that Formaco Ltd (Sharper Image) had resolved the case last November by giving Mr Grima a full refund and sent me an e-mail informing me accordingly. Moreover, Mr Grima has not been well and he too sent me an e-mail.

However, as stated in this column's terms and conditions, "it is up to the complainant to chase the progress of the case with the supplier by ordinary mail (not by e-mail) while, in the process, copying me in". Moreover the opening statement is: "Please send your letter by ordinary mail (not by e-mail)."

I must also stress that my current involvement in this column is on a part-time basis. If I were to deal with complaints by e-mail, I would simply be unable to cope. This is why we have these terms and conditions. If we were to change them regarding e-mails, it would have to be a full-time job.

However, despite the above, I believe I still owe Mark Formosa of Formaco Ltd an apology and, to be fair, I must also compliment him on having given Mr Grima a full refund.

Indeed, when it comes to giving consumers a refund, local traders are usually very reluctant.