Why this answer
What actually matters
- The seller is normally responsible for getting the goods to the consumer or an agreed recipient/place.
- A delivery scan may be persuasive, but disputed delivery can require examination of GPS, photograph, signature, safe-place instructions and address data.
- The consumer should not be bounced indefinitely between seller and courier.
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