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Under the distance selling regulations, seek to protect consumers when they buy goods at a distance from the supplier, such as online purchases. Under that, a buyer has the right to withdraw, free of charge, within 14 working days.
Under the above-mentioned regulation, Customers have the right to cancel a purchase within 14 calendar days of receiving goods. Customer can ask for the refund if the order is cancelled within 14 days of receiving the goods.
Even though you have no refund policy, but the customers have the statutory consumer protection rights under the distance selling regulation. So the customer can ask for the refund if the order is cancelled within the stipulated time period.
The customer can ask for the refund for the cost if it is cancelled within 14 days.
If you need further assistance, please let me know.
What the previous expert did not take it into consideration is that it is not a normal sale/in-person sale, it is online sale which comes under the distance selling regulation
The customers have extra protections in online sales.
Please go through the below web page for further information on distance selling-
"You must tell the customer they can cancel their order up to 14 days after their order is delivered. They don’t need to give a reason for cancelling."
The last expert failed to acknowledge the fact that it is an online sale and gave a generic answer
If the order is cancelled within the given 14 days of delivery, then the customer can cancel and ask for the full refund
It is advisable to refund the money for the bracelet as he has a statutory consumer right to ask for it.
Please let me know if you need further clarification on the above.
This is the customer's statutory right under the distance selling regulations. Even if your return policy is different( does not matter if it is provided on your website or not) as these policies limit the statutory consumer rights, it would be deemed to be unfair and would be non-binding on the consumers.
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