Before I get started, I should just clarify a few things straight off:

(a) I am not a civil or consumer rights lawyer or specialist. Everything in this post is based on my own research and conversations with people who know more than I do.

(b) I’ve deliberately chosen not to name the product or the company involved — at least for now.

Formalities over — the straightforward question is: What would you do?

I am, unashamedly, the first to admit that when something really bugs me, it can take a lot for me to Let It Go. If it’s something I could have handled differently — if I’ve contributed to the issue — I’m more likely to let it slide, chalk it up to experience, and move on.

In this scenario? Maybe I could have ordered a little earlier. Maybe I should have paid more attention to the Terms and Conditions. Maybe. Maybe.

Here’s what happened.

I ordered a specific item online and paid extra for express delivery. Total spend? Just under £120 — with around £15 of that for the fast shipping. The item didn’t arrive the day I expected it. Or the day I actually needed it. And, frustratingly, the whole need for the item completely expired. It did eventually arrive, but far too late to be of any use.

So now I’m left with something I haven’t even opened — still sealed in its original packaging — that I no longer want or need.

Even before it turned up, I sent an email explaining the delay meant I didn’t need the item anymore, and asked how to return it for a refund. The initial responses were friendly enough — apologies, details taken — and then, suddenly: “Soz, no refund.”

My gut instinct? This simply couldn’t be right.

Their Terms and Conditions said:

“…does not offer refunds or exchanges for change of mind.”

“Under no circumstances will [Company] be liable or issue a refund if the product is not delivered in time.”

“Please be aware our returns policy is 14 days from receipt of the goods. We will not refund if the product has been opened or used and/or the plastic hygiene bag has been opened in any way.”

And then:

“If you have simply changed your mind and/or no longer wish to have the product, please refer to the above points and understand that return postage is at the customer’s expense. We will also not refund outbound postage costs and there is a 15% restocking fee deducted.”

15% ‘restocking fee’ – to have an item returned to a warehouse. Lovely. Although I’m still working out how this particular element is justified….

And all of this prefaced with:

“Subject to the rights granted to you by statutory consumer protection legislation…”

Ah — that bit. Enter deep-dive mode.

Turns out, the UK’s official GOV.UK website makes things fairly clear:

“Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.

You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.

You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.”

So I sent that to the company — with a polite request to confirm why they believed they were exempt from this legislation. So far? Radio silence.

Frustrated but still hopeful, I contacted my credit card company to raise a payment dispute. I’ve never done that before and didn’t even know it was an option. It felt like a bit of a leap — like I was escalating things — but honestly, what else could I do?

To their credit, my card provider accepted my account of events and have now raised a dispute on my behalf. So, time will tell. In the meantime, I’ll be returning the item via recorded delivery — signed for, if possible.

This has definitely been a frustrating experience, but also a surprisingly informative one. I do so much online shopping and had never really had to explore the fine print of ‘distance selling’ legislation before. To be fair, the few times I’ve had issues before — with Amazon, for example — things have always been resolved quickly and easily.

My takeaways:

• Don’t take Ts & Cs at face value. If something doesn’t feel right, it probably isn’t
• UK consumer protection law offers decent safeguards for online purchases — even if you just change your mind
• Your credit card company or bank can help fight your corner
• If a dispute is accepted, funds are often refunded while the issue is being investigated

Hopeful for a happy update… but time will tell.

Now, if only I could charge them a 15% inconvenience fee.

✨ What would you do?
I started this post with that question — and I’m still genuinely curious. Would you let it go, or dig your heels in like I did? Have you ever gone down the dispute route? Let me know in the comments — I’d love to hear how others would be handle this!