How can I help with this please?
Well, no product is refundable automatically unless you agreed rights of cancellation.
A refund is only an option if there is a fault bringing it within the Consumer Rights Act. This isn't the position here. You just don't particularly want the product. There would not be a refund available in those circumstances in law unless you had agreed rights of cancellation. They would never have agreed though so it is academic.
Therefore, I'm afraid he is correct. Unless the product is faulty in some way a refund is not automatically available.
Sorry if that is bad news.
Can I clarify anything for you?
Probably because there is no obligation to tell you anything at all.
The presumption is that products are not refundable save for the circumstances above.
All the best.