A consumer’s rights in this situation are determined under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Amongst others, these Regulations apply to contracts entered at a distance (e.g. online or over the phone).
In terms of cancellation rights, these are as follows - the buyer has 14 days after the day the goods came into their physical possession to cancel and ask for a refund.
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
So unless you had advised them that they will not be liable for the costs you can ask them to meet these, but issue them a full refund for the rest.
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