Refund after failed cancellation request
Director of communications and policy with the Competition and Consumer Protection Commission
As your customer is cancelling the order because she changed her mind, she has to pay for the cost of returning the cards if you clearly stated this in your terms and conditions. If you didn’t, she does not have to pay for the cost of returning them. She is entitled to a refund within 14 days of cancelling, but you can wait to refund her until you have received the cards or have proof of return postage.