Why this answer
What actually matters
- If the binding contract was made online before collection, distance-contract rules may still be relevant.
- If the website merely reserved stock and the contract was actually concluded in store, the analysis can differ.
- Check the order confirmation, payment timing and terms.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Order confirmation and the date the contract was made
- Delivery/tracking records and any safe-place instruction
- Cancellation notice and proof it was sent
- Proof of return, postage and packaging condition
If they still refuse
Move the dispute forward.
- Put the cancellation or delivery issue to the retailer in writing.
- Do not let a courier dispute obscure the retailer’s contractual obligations to you.
- Keep payment-protection and court routes in reserve where the retailer does not resolve the issue.
Read the full rules