Hi Chris,
Not so much a "bad" experience, just a bit of disappointment and a few hassles thrown in.
To cut a long story short, a TH sword arrived from Aoi in excellent polish, but some rust in the Bo-hi. I'm not talking full on "in your face", but under light, enough to distract. Aoi art have been good about it, apologized and offered to pay to get it polished in the UK. Tsuruta San then stepped in and offered full refund, even though its a consignment piece. Ive been dealing with Aoi a good while now but this is the first time I have returned a sword. As said many times, buying from images can be difficult.
I spoke to a few gents at the weekend, gents with a lot more experience than me. After taking on board what they had to say I felt it best to return. I would need the bo-hi polished for me to be happy, but at a risk, as bo-hi go deeper. There is also a worry about rust returning, sometimes its there for good.
I'm a few quid down on return postage and import VAT. It occurred a little earlier that I might be able to claim the VAT back, thought it may be as simple as speaking to someone at HMRC and giving them the card details and vat bill you get through the door and providing proof of return, but OH NO. You need to fill out a BO286 form with LOTS of details such as "customs black and white charge label on the box" and "customs declaration form from seller, also on the box" and "evidence of refund" etc etc, all stuff that's in the bin or heading back to Japan in the same box covered in brown tape ,I'm an idiot.
Anyways, no hard feelings. I'm usually a pain in the ass when it comes to buying swords with questions and stuff, obviously this time I wasn't a big enough pain, live and learn.