I explained to the buyer that we're trade brokers, for the suppliers of the item she won. We advertised the item as to the description on each bottle. When we received the neutral rating we contacted the buyer and offered her a complete refund of her bid amount & postage + she may keep the item or dispose of it. It would be as if it never happened. She said she wants to keep the item and does not want her money back. As far as we are concerned we have done our best to try to rectify the matter. Responded 21 May 2007