They said this… · Online buying & delivery

“We never refund the original delivery charge”

Generally incorrect

On a qualifying distance cancellation, the refund normally includes the cost of the least expensive standard delivery option offered by the trader.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • If you chose an enhanced/premium delivery service, the trader does not necessarily have to refund the extra amount above standard delivery.
  • Fault/delivery-breach scenarios may engage different loss principles.
  • Identify which refund route you are using.

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.