Many thanks for your patience. When a consumer makes a purchase from a business seller, their rights to a refund will be based on two things: their contractual rights based on any refund policy offered by the seller and their statutory rights based on legislation.
The 'statutory' rights come under the Consumer Rights Act 2015. The law states that the goods must be:
• of satisfactory quality – they must not be faulty or damaged when you receive them;
• as described – they must match any description given to you at the time of purchase; and
• fit for purpose – they should be fit for the purpose they are supplied for,
If they do not match the above requirements, you will have certain legal remedies against the seller. To be honest I cannot see that the item does not match any of the legal requirements above so in this case you will have to rely on the seller’s own refund policy. In this case they did offer you a refund policy, even if the receipts say that none is offered. Their verbal offer would have amended the official policy if it was given by someone with authority, such as the owner or manager. The issue, as you have identified, is that it is your word against theirs so only a court can decide who was in the right. Of course legal action should only be a last resort but it is there if you need it. There are still other ways you can try and negotiate with them to get a resolution but if that is not possible then you may have to consider the small claims court.
This is your basic legal position. I have more detailed advice for you in terms of the steps you should follow to try and get this resolved, 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