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I am sorry to hear about it. It is unlikely that you can keep the igloo as a result of the poor service that you have received. You are entitled to ask for a refund / partial refund under the Consumer Rights Act 2015 but you need to contact the company in writing, set out what has gone writing with evidence and justify how the services/products provided were not fit for the purpose, were not of satisfactory quality.
So to answer your question, they are entitled to collect their possession.
We can't. The site rules.
Let me know if you have any follow up questions, I will help to the extent I can.