Please include this in any correspondence with them and consider contacting your bank for a refund if necessary. Thank you for your response. To clarify, my refund request is due to defective and inaccurately described items, not simply a change of mind. The shoes received are poorly constructed and do not match the advertised size chart. This issue falls under the Consumer Rights Act 2015, rather than discretionary store policies. According to the Consumer Rights Act 2015: Goods must meet satisfactory quality standards, be fit for their intended purpose, and match their descriptions. Consumers are entitled to a full refund for faulty or misrepresented goods. While a seller may request the return of items, they must cover reasonable return shipping costs for defective products. Expecting a UK consumer to pay high international shipping fees to China is unreasonable. The provisions of the Consumer Contracts Regulations 2013 that you mentioned regarding customer-paid returns apply only to change-of-mind situations, not to faulty or misrepresented items, and thus do not apply here. A replacement is not a valid solution when a consumer has chosen to reject faulty goods. This is a legal right that cannot be replaced with store credit or a substitute unless agreed to by the consumer. I am requesting confirmation within 7 days of one of the following lawful resolutions: A full refund without requiring return due to high international return costs, or the provision of a prepaid return method with appropriate customs documentation at your expense, followed by a full refund. If this issue cannot be resolved quickly, I will escalate the matter through my payment provider, who will review compliance with UK consumer law. I hope we can settle this without further escalation.
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