we have a website that includes our terms of business (under its own URL and web page), we email a sourcing of goods agreement referencing a web link to those terms of business, and our customer would send us an email confirming go-ahead, and pay us a small 'token' deposit as a commitment to proceed.
We would then look to source the goods from the trade market, and once identified, the customer would confirm the go-ahead to purchase the goods in principle on their behalf.
Our terms state clearly that once we have purchased goods on behalf of customer the token deposit is no longer refundable.
Owing to an unexpected delay in the preparation of the goods, the customer is now demanding their token deposit back in full.
We have reminded them of our terms and they have allegedly spoken with a trading standards office and relayed to us that we are legally duty bound to refund their deposit because our terms and conditions were not provided in a durable format, and they are entitled to a 12 month and 14 day cooling off period.
This customer is trying anything to wriggle out of the sourcing agreement. Can you please advise whether their claim over a technicality would stand up in a UK Court (our website is fully audited, and we can show evidence of any changes to our website).