Many thanks for your patience. A consumer’s rights in this situation are mainly determined by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These Regulations apply to contracts for sales conducted on the trader’s business premises, off the trader’s premises (e.g. at the consumer’s home) and at a distance (e.g. over the telephone).
In terms of cancellation rights, these only apply to off-premises and distance contracts, subject to some limited exceptions (such as personalised goods). The statutory cancellation period is 14 days after the day the goods came into the physical possession of the consumer
If the consumer decides to exercise their right to cancel the contract, then each party will have separate liabilities:
· Consumer – must return the goods no later than 14 days from the date of notification of cancellation, unless the trader has agreed to collect them; pay the delivery costs unless the trader did not advise them that they would be liable for this at the time the contract was concluded.
· Trader – must reimburse all payments (except delivery charges in excess of the minimum/cheapest delivery costs) within 14 days
Looking at their website, you do have the right to cancel as per the above terms (i.e. 14 days after delivery) if the item was bought from stock (i.e. not custom made for you). They only refer to purchases made from their website but a telephone sale is also a distance sale as the buyer and seller were not physically present at the time and the contract was concluded over distance sale.
This is your basic legal position. I have more detailed advice for you in terms of the options you have should they still refuse to accept a return, which I wish to discuss so please take a second to leave a positive rating for the service so far (by selecting 3, 4 or 5 stars) and I can continue with that and answer any further questions you may have. Don’t worry, there is no extra cost and leaving a rating will not close the question and we can continue this discussion. Thank you