Not all returned items are eligible for a refund under the 14-day statutory cancellation right. Exemptions include sealed items not suitable for return due to health protection or hygiene reasons (if they become unsealed after delivery), and items which are liable to deteriorate or expire rapidly, such as food or flowers/plants. Alternatively, your total refund may have been reduced if the item was handled beyond what you could reasonably do in a shop, such as using a beauty or cosmetic product.
However, because of our 30-day Money Back Guarantee, that reduction will never be more than the outbound P&P cost. So, you will always get back the full cost of the item itself, even if it is an exempt product.