Why this answer
What actually matters
- The consumer can generally inspect goods in a way comparable to what would reasonably be possible in a shop.
- Some categories have specific exceptions, including certain sealed goods where hygiene/health-protection rules apply once unsealed.
- Excessive handling can affect the amount refunded without necessarily erasing the cancellation right altogether.
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