Why this answer
What actually matters
- For a distance cancellation, the consumer may bear return costs if properly informed, subject to the rules and exceptions.
- For rejected faulty goods, the trader generally bears the reasonable costs of return.
- Do not let a standard returns label obscure which legal route applies.
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