You're entitled to a refund, no matter what they say. Just because they post something that says you cannot it doesn't mean it's right. Simply put, they are wrong to insist you cannot have your money back.
They are playing hardball and so should you. You're in the right and they are not. You may also want to contact your bank or credid card company or whoever it was you used to pay them. And of course this sort of action on their part is not good publicity. I am sure may users of this forum would think twice about purchasing from them given what's happened to you. I for one would not.
I suggest you contact them and let them know you will take it further.
Here is an extract from money.co.uk
When you shop online, you legally have a 14-day ‘grace period’ to change your mind, after you’ve received your item. After that, you have a further 14 days to return the item.
It doesn’t matter why you’ve changed your mind – you’re protected by the Consumer Rights Act 2015 regardless. These distance selling regulations apply to all purchases bought the item away from the seller’s premises. That includes purchases made online, by postal order, over the phone and through TV shopping channels
However, there are a few exceptions to this rule. You won’t be entitled to return the following types of items:
those that have been made to your specifications or personalised
those that are perishable (like flowers or fresh food)
those that were sealed on
delivery but have now been opened (such as DVDs or computer games)
those that date quickly, such as newspapers, magazines or periodicals
those that are betting, gaming or lottery based
are digital based (such as music downloads).
Of course, if an item bought online turns out to be faulty, then you’re protected by the same rights that apply to purchases made in person. The retailer must also cover the cost of return.
How long should a refund take?
Your refund should be paid within 14 days of your return being received – and it should also include a refund of the standard delivery cost. This applies to items you buy and also services you sign up to.
Problem with your shopping
If there’s a problem with your item, you’re entitled to a refund whether you bought it online or in store. This falls under the Consumer Rights Act 2015, and so it overrides the retailer’s own returns policy. This would apply if, for example, if the item:
isn’t of satisfactory quality
isn’t as described online
isn’t fit for purpose
doesn’t last for a reasonable amount of time.
If you’ve got an item that was faulty or damaged at the time of sale, it needs to be returned to the retailer within 30 days for a refund. If they ask you to return it to the manufacturer you should challenge this, as it’s the retailer’s responsibility to handle the problem for you. If you return a faulty item after this time, you may have to settle for a repair or replacement.
If a fault with your item emerges over time, you’re still entitled to a refund, repair or replacement from the retailer. But it’s likely to be easier to get your refund if the item’s less than six months old. Return the item to the retailer and they must handle it. They may try to direct you to the manufacturer, which is why it’s so important to know your rights.
If an item is more than six months old, you’ll need to prove to the retailer that the fault was present at the time of sale to be guaranteed a refund. In England, Wales and Northern Ireland you have six years from the date of purchase to return a faulty item. In Scotland, it’s only five years.
It’s worth noting that you don’t have any legal rights to return an item if it’s been damaged by wear and tear, an accident or misuse. You also don’t have legal rights to return an item if you knew about the fault before you bought it.
Can a company refuse a refund?
Retailers don’t always play ball, even if you’re within your rights. It might be tricky to get your money back, which is why it’s so important to know where you stand.
If you can’t get the support you need from the retailer in the form of a refund, repair or replacement, you can file a complaint with the company.
If that still doesn’t help, you can contact the Consumer Ombudsman. They’ll aim to help resolve your dispute within 10 working days.
Another option is to head to the Resolver website for more help making a shopping complaint.
Taken from their website:
About your returned goods
Your return must be made within 7 days of receiving your goods. We do not request you return the goods in that timescale but we ask that we have a notification via the returns form of the items coming back. Please note that we will not accept used, worn, or damaged goods. The only exception to this is if the items are at fault of manufacture.
Please include all original packaging but you may keep the catalogue and leaflets.
Refunds can take up to 28 days. If items are not in stock on exchange we will endeavour to make the exchange as fast as possible but it can take between 4 -6 weeks depending on the item, as some products can take longer. Any item’s sent back without the returns form filled out cannot be refunded or exchanged.
You will be given a returns product code, please clearly write this on the outside of the packaging using permanent marker.
Postage refunds can only be given for faulty items, standard exchanges are made at the buyers cost and you may be charged extra carriage for international orders.
Our returns guarantee means that if for any reason you are unhappy with your purchase and you have ordered your item over the phone or on the internet, you can return it to us in its original condition within 7 working days from the date you have received the item, and we will issue you a full refund. Please note, refunds can take up to 28 days. However we are unable to offer any refund or credit note for:
If items are still in manufacture under our 12 week extreme lead time T&C (Found on Fair and event receipts)
All of our garments come with a 1 Year Guarantee!
For items over £50 in value, we strongly recommend using royal mail recorded delivery, as we can not be responsible for items you return to us, that do not arrive. Please note, that we do not cover the cost of posting items back to us, unless we have agreed to do so. For customers outside the UK our returns policy is the same, but please note that it is your responsibility to cover postage costs incurred in sending out your replacement items.