They said this… · Refunds & faulty goods

“You used it, so you cannot return it”

It depends

Use can matter differently depending on whether you are cancelling an online purchase, relying on a voluntary returns policy, or asserting that the goods are faulty.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Testing or using goods does not automatically erase a genuine faulty-goods claim.
  • For distance cancellation, excessive handling may allow a deduction in value in appropriate cases.
  • For a voluntary change-of-mind return, the shop can set conditions that go beyond statutory minimums.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Proof of purchase or another record linking the transaction to the trader
  • Photos/video of the fault and when it appeared
  • The product description, advert or specification
  • The trader’s written refusal and the remedy already offered

If they still refuse

Move the dispute forward.

  1. Ask the trader to treat the issue as a statutory-rights complaint rather than a voluntary returns request.
  2. Preserve the refusal. Depending on payment method and value, Section 75 or chargeback may be relevant.
  3. If necessary, consider ADR or a county court claim after the appropriate pre-action steps.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Refunds & returnsRead the full guide.Faulty goodsRead the full guide.Repairs & replacementsRead the full guide.