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I have had a lot of purchase, product failure, and return experiences as a consumer in this triathlon/cycling space. I've been through over 25 bikes in four years, at least half direct to consumer. I have never had problems this bad. Hell, my DHGate and Aliexpress experiences have been far better buying fake Cernelo frames and china crap components.
Buyer beware.
What are you trying to get a refund on? Just the frameset or your custom build?