Refused a Refund on Unworn Goods

mr_napster

Hi, 
My wife recently tried to return some ill fitting UGG sandals, which she only tried on once in the house, and then promptly took off because they just didn't fit!
She returned them expecting the refund but I got an email to say the refund was being refused on grounds the items were worn, and they would be returning the sandals to us. 
After some back and forth arguing with their customer service representative, they refused to accept any of my claims, they sent me extremely zoomed in, blurry photos of one tiny slightly grey mark on the white rubber sole as evidence, and stated there was nothing they could do and refused my refund. 

I have since received the footwear back in the post and it looks absolutely fine, brand new and unworn condition. Looking at online reviews of UGG, they apparently make a habit of refusing their customers refunds on unworn goods, and making baseless claims they are worn. 

I thought I could complain to The Consumer Ombudsman but this website seems to no longer be valid. There is a retail arbitration organisation called RetailADR, but they only deal with complaints to companies who sign up to their scheme, and UGG is not one of those, surprise surprise. 
  
Can anyone please advise what my options are? Would the small claims court be suitable for this? How do I go about getting this refund? It's not even about the money anymore, it's just infuriating that a big global brand can screw over its consumers like this, it's daylight robbery!

the_lunatic_is_in_my_head

If the site was governed by the laws of the UK then they can't refuse to accept you cancelling your contract. 

If they offer an additional return policy outside the requirements of the cancellation regs then they can impose their own terms.

How much were the shoes?

Where did you buy from (link to website would be ideal)?