I came across a first for me with buying stuff online; the retailer refused to refund my full purchase price because I'd "plugged it in" and therefore it was now considered "used". I started selling online in 2002 I know that a customer who engages with a product, i.e. plugs it in, tries it on before deciding to keep it or not is entitled to a full refund (excluding shipping if the retail chooses not to refund the return costs). The rule as I understand it is: A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. I received the item, unpacked it, turned it on, decided it was not suitable and turned it off... no different to how anyone would assess an item in a shop. Am I wrong!? Have the regulations changed to make the definition of "used" simply engaging with a product to see if its suitable? Any help here most appreciated.