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Why is he not prepared to refund it?
Was it made to her specification ?
Oh I see.
They are saying that it is exempt from the distance selling regulations because it was made to your specification and indeed that is correct.
That does not mean that you don't have the normal consumer rights. It just means that you cannot reject it essentially because you don't like it. If there are faults or it is not as ordered then you would have an argument on the point.
I'm not quite clear what your actual complaint with this is. You seem to be describing a wig that you do not like. If that is right then that would not be grounds for a refund. If there are faults with the products as opposed to them being just disliked, then you would have a claim. If it is not as you ordered then you would have a claim.
Can I clarify anything for you?
Where did they get the measurements of her head?
Is the essence of this that we suspect her measurements might have been wrong?