Purchased Patio heater online with QAV direct foe £84.95. This was a Thursday evening so knew wouldnt receive order until the Monday. Parents turned up Sunday morning with gift of same item so emailed QAV straight away to cancel my order as didn't need two.

As my order had already been despatched I expressed my wish to cancel and advised I would refuse the delivery on the Monday so the couriers could return it straight away. They replied with they will charge me £40 for refusing.

After 17 emails back and forth where I have advised I am happy to pay the true carrier cost and no more, they have reduced this to £20 but still won't provide proof of the true carrier costs, they wont give a managers name to speak to.

There website states that if the delivery fails they are entitled to recoup the delivery and restocking costs but as I compiled with all the distance selling regulations they can not do this, Consumer advice also confirm this and QAV Direct have been reported to Trading standards for failing to comply with numerous regulations.