Supplier refusing order cancellation

Okell

https://forums.moneysavingexpert.com/discussion/comment/81956562#Comment_81956562

Isn't the problem who pays return postage if it gets delivered within the timescale?

As i read it they are only saying they will pay postage if it is delivered to the OP later than quoted.

[Edit: their T&Cs say that if the customer cancels the customer must pay for the return]

Their own T&Cs say that the customer can cancel before delivery so why won't they let him?

They haven't said it's already on its way to him. they've got it sitting there on a pallet

Okell

If you can't get them to cancel before dispatch and it does get delivered you will have to cancel it on your return within 14 days of delivery

If that happens tell them you want them to pay for the return as if they'd followed their own T&Cs you could have cancelled before they sent it to you, but they wouldn't let you cancel - in breach of their own terms

thedeathcake

Hi, thanks for the responces. Firstly, there are some reports of people accepting the package but being unable to return the package. I don't want to be stuck in that situation. My rationale was to reject the package as per our email exchange:

From: Next Day Deal CS support@nextdaydeal.co.uk
Sent: 02 April 2026 09:37
To: R— C—s s——d@hotmail.com
Subject: Re: Message from Next Day Deal

Hi R—-,

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer has the right to cancel a distance contract at any time from conclusion of the contract until 14 days after delivery. This right may be exercised prior to dispatch by giving clear notice to the trader; however, the Regulations do not impose a positive obligation on the trader to intercept or halt shipment once the order has entered the dispatch process.

Accordingly, while cancellation before dispatch is legally effective, the trader may still deliver the goods, in which case the consumer retains the right to return them and obtain a refund in accordance with the Regulations.

You may refuse the delivery if that’s easier, we can refund it once it’s returned back to us for a full refund. We just cannot delay other customer orders on the same pallet. We take delays very seriously.

Thank you.

Kind regards,
Sarah - Customer Support


I would take that as them saying rejecting the parcel is a valid way of getting my refund?

"Then you can argue the toss about postage costs if they do indeed deduct those."

I would happily pay the postage cost to return this. This company seem to be very untrustworthy IMO. I've raised a paypal disbute. 14 days later and still no DPD tracking info.

https://www.thisismoney.co.uk/money/bills/article-11675435/Camera-got-online-doesnt-work-grey-market-refund.html

visidigi

The reason they can't cancel it is because they are drop shipping grey market imports directly to you.

Older T&C's called this out specifically, but now they have:

Product Guarantees

All products unless otherwise stated are supplied with our own warranty.

And the registered address is a flat on a housing estate - they have used the term 'unit 10' but its actually number 10 and a flat. So they order the item (probably from HK or somewhere) and then once here it gets shipped to you.