Buyer purchased a brand new heated pet bed and then opened an Item Not As Described case on e-Bay. As an authorized retailer of these beds, all of them are purchased new from the manufacturer and the product descriptions are the manufacturer's descriptions. I do not sell used items. When I questioned him on how the item did not match the description, his only explanation was that he did not like it. I have a 30-day return policy, no questions asked, including buyer remorse. Because the case was opened as "Item Not As Described", e-Bay refunds the buyer in full, including round-trip shipping costs. I am out $25.00 USD in shipping charges. These transactions really hurt our bottom line, and we will be removing all of our e-Bay listings for this reason as we cannot afford to waste time losing money.