Why this answer
What actually matters
- For a faulty-goods claim, the real questions include whether you bought from that trader, whether the goods meet the statutory standards and which remedy stage applies.
- A bank/card entry, email receipt, order history, loyalty account or other record may help prove the transaction.
- A voluntary change-of-mind policy can impose its own proof requirements, which is a different issue from statutory fault rights.
Important nuance
When the statement may have a point
- If you cannot establish that the trader supplied the goods, proving the claim may become difficult.
- For an unwanted item returned solely under the shop’s voluntary policy, the policy’s receipt requirement may apply.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Proof of purchase or another record linking the transaction to the trader
- Photos/video of the fault and when it appeared
- The product description, advert or specification
- The trader’s written refusal and the remedy already offered
If they still refuse
Move the dispute forward.
- Ask the trader to treat the issue as a statutory-rights complaint rather than a voluntary returns request.
- Preserve the refusal. Depending on payment method and value, Section 75 or chargeback may be relevant.
- If necessary, consider ADR or a county court claim after the appropriate pre-action steps.
Read the full rules