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Muc-ed-off
You could question them about their knowledge of UK trading law and ask if they are adhering to it and where does it state that this is necessary in order to provide a refund.
I tried to return faulty goods and they claimed it couldn’t be done as it was out of warrantee. That period was far shorter than UK law stipulates and, talking to Amazon, it was clear they didn’t know that or were deliberately flouting it. They sorted a refund as soon as I pointed this out.