Supplier refusing order cancellation

thedeathcake

Hi,

I order a camera from a company called NextDayDeals, paid for with PayPay Credit (pay nothing for 4 month). Anything but next day. I ordered on the 31st May, and Was immediate told once I ordered they are busy. I asked them if it woulkd be delivered by the 10th April, as I go on holiday. I was told they weren't sure. So, told them to cancel the order. They refused saying the order was on a pallet and it wasn't reasonable for them to rip apart the pallet. Even after quoting the 2013 consumer rights.

This has went on for 10 days. Still no tracking number from DPD, but they still claim the order cannot be cancelled.

I do not want this camera, but I cannot seem to get it cancelled and they seem destinated to ship it to me. The delivery address is my place of work where any one of multiple people could sign for it.

I'm at my wits end here… Paypal dispute said they can only refund if it's not delivered within the next 10 days. What can I do??

I have an entire e-mail trail here. I'm not sure how to get show you guys it.

Regards,

thedeathcake

Apologies, there are a few spelling errors in the post. I can't edit unfortunately…

eskbanker

Your cancellation rights apply up to 14 days after delivery - when will you be back from holiday?

Okell

Direct them to their own T&Cs

"CANCELLATION AND REFUNDS

If you are not totally satisfied with your purchase for any reason, you have the right to cancel your order either before or up to 14 days following the date of delivery for a full refund or exchange…" [my bold for emphasis]

Terms of service – Next Day Deal

Point out to them that those are the T&Cs you agreed to and that if they don't want to take pallets apart they shouldn't put in their T&Cs that the customer can cancel before delivery That's their problem not yours.

See what they say.

Okell

Just to add to my previous comment, are you going on holiday tomorrow?

Is there anybody who can take delivery in your absence?

Have you identified with NextDayDeals anyone to take delivery in your absence?

And how much money are we talking?

thedeathcake

Thanks for your response!

Order total is £1539.00.

My idea was to simply refuse the delivery, but the delivery address is my place of work, so any number of works could potentially sign for it. I have informed them all not to accept any parcel off of DPD for me, but you I can't be sure. My hope is I can divert to a pick up point and cancel it from there.

I'm generally a person who hates and gets massively stressed out by situations like these, so I'm generally in a bad place.

"

On 2 Apr 2026, at 09:01, R— C—-s <s——-d@hotmail.com> wrote:



Hi Sarah,

Thank you for your response. I appreciate the communication throughout.

However, I do need to formally cancel my order and request a full refund. I'd like to clarify a couple of things:

I wasn't offered a cancellation window at any stage. Daniel's email on Tuesday confirmed the item had not been collected and advised there would be delays, but at no point was cancellation suggested.

I appreciate there may be logistical challenges with palletised orders, but this doesn't affect my statutory rights. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014, I have the right to cancel an online order within 14 days regardless of how the order has been packaged or processed.

Additionally, as recently as last night at 23:52, you confirmed the item had not been collected and that the earliest anticipated collection would be today or Tuesday. On that basis, the order has not been dispatched.

Should the item be dispatched regardless, I will refuse delivery so that it is returned to you immediately.

I would appreciate a full refund to my original payment method within 14 days as required under these regulations. I have retained all correspondence relating to this order.

Kind regards,

R— C—-s

I sent this to them on the 2nd April to cancel, with some help.

"

We’ve tried to call you to discuss this further. Please advise when is suitable to try again.

To confirm, your right to cancel would apply 14 days from receipt. We haven’t refused your option of a return within 14 days from receipt and would even go as far as to cover your return postage if delivery is made later than quoted.

We’re here to help, to find the best solution that’s works for you but we also must be practical.

"

Receiving this back in return. To be honest, it's been back and forth for days. Me quoting the law and them making completely tangental points, with no resolution.

thedeathcake

Back from holiday 13th.

Aylesbury_Duck

When are you back from holiday?

TELLIT01

Do not refuse delivery, that simply adds another layer of confusion to the situation. As Okell has said, just use their own T&C which is your legal right anyway. Don't open it when it arrives, unless you have to do so to retrieve the receipt, and tell them you are cancelling and wish to return the item.

born_again

Simply refusing delivery is not a good idea.

Item may get lost..

Also they state

Please contact us at

 support@nextdaydeal.co.uk

 for a

 return authorisation 

and the

 postage address

 before sending your parcel. We recommend sending parcels fully insured, as we are not liable for any loss or damage during transit.

So returns may go to a different address the the one they are dispatched one.

https://nextdaydeal.co.uk/policies/terms-of-service

Should you be unable to receive the goods, then the delivery company may return the parcel to one of our warehouses. If this happens, and you would still like to receive the order, you will be liable for an additional delivery charge up to £30.

saajan_12

https://forums.moneysavingexpert.com/discussion/comment/81956406#Comment_81956406

We’ve tried to call you to discuss this further. Please advise when is suitable to try again.

To confirm, your right to cancel would apply 14 days from receipt. We haven’t refused your option of a return within 14 days from receipt and would even go as far as to cover your return postage if delivery is made later than quoted.

We’re here to help, to find the best solution that’s works for you but we also must be practical.

Are you arguing for the sake of it now? They are acknowledging your right to cancel, so why not just go with that approach for ease? Just let it come, return it as per their instructions, to take out the risk on the £1.5k. Then you can argue the toss about postage costs if they do indeed deduct those.