They said this… · Online buying & delivery

“We never have to refund until the returned goods are physically back with us”

Partly correct

For distance cancellations involving goods, the trader can in some circumstances withhold reimbursement until it receives the goods back or the consumer supplies evidence of having sent them back, whichever occurs first.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • This is not an unlimited right to delay after proof of return is available.
  • The precise refund timetable depends on the type of contract and the events that trigger reimbursement.
  • Keep posting/tracking evidence.

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.

  1. Put the cancellation or delivery issue to the retailer in writing.
  2. Do not let a courier dispute obscure the retailer’s contractual obligations to you.
  3. Keep payment-protection and court routes in reserve where the retailer does not resolve the issue.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Online & distance salesRead the full guide.Cooling-off rightsRead the full guide.Delivery problemsRead the full guide.