Can a seller demand an opening video for a refund?
For a UK consumer purchase, missing an opening video is not automatically grounds to reject a faulty-item claim. Business purchases need a separate contract check. Send purchase records, defect evidence and a clear timeline, then challenge the refusal in writing. Agree arrival evidence before ordering with Cambridge China Bridge.
Check whether this was a consumer or business purchase
Consumer protection applies to an individual buying wholly or mainly outside their trade, business, craft or profession. Buying stock for resale is different. For a business purchase, check the agreed inspection, notification and evidence terms, and seek advice before accepting that a missing video ends your claim.
Identify the company that sold you the goods from the order and invoice. If a sourcing provider arranged the purchase, use our guide to agent or seller to establish its role before addressing the complaint.
An opening video is evidence, not an automatic legal gate
For consumer goods contracts, the Consumer Rights Act prevents terms from making protected remedies subject to restrictive or onerous conditions or restricting rules of evidence. Applying that rule, a blanket refusal solely because you did not film opening should be challenged. This does not establish that the goods were faulty or that your requested remedy is due.
Ask the seller to distinguish its video request from its assessment of the fault: what fact is disputed, and what alternative evidence will it consider? For the wider rejection and remedy questions, read goods that arrived faulty.
Build an evidence pack without recreating the opening
Keep the order confirmation, invoice, payment record, listing and messages. Government guidance allows a seller to ask for proof of purchase and recognises alternatives to a receipt, including a bank statement or packaging. Purchase evidence connects the item to the seller; it does not establish the defect.
Photograph the item, defect, serial or batch label, parcel label and remaining packaging. Record delivery, opening, discovery and use in a factual timeline. Preserve original files and any warehouse receiving records or witness account. A safe demonstration or independent inspection may explain a functional fault. Label later photographs honestly; never present a reconstructed opening as the original.
Check the marketplace's actual evidence request
Open the order's dispute page and save the applicable buyer-protection wording and case prompts. Check whether the request concerns transit damage, missing contents or a functional fault. Look for submission deadlines, accepted file formats, return instructions and any specific video request. Ask support to identify the applicable wording rather than relying on the seller's message.
If an opening video is requested but unavailable, say so and submit the evidence you have. Ask for manual review and explain what each attachment demonstrates. Save the submission confirmation and decision. For a UK consumer purchase, assess the seller's refusal against consumer protection separately from the platform's evidence request; do not treat that request as a statutory condition.
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Escalate a refusal by a UK seller
Send a written complaint naming the order, fault, discovery timeline, requested outcome and attached evidence. Quote the refusal and ask for a reasoned response addressing the alternatives to video. State a reply date and offer an agreed inspection or return arrangement. Use our UK seller dispute guide for the broader escalation process.
For consumer advice, contact Citizens Advice in England and Wales, Advice Direct Scotland in Scotland or Consumerline in Northern Ireland. For a business purchase, obtain advice on the contract and evidence. A county court money claim is an option in England and Wales; Scotland and Northern Ireland have different processes. Consider mediation and check the appropriate procedure before filing.
Frequently asked questions
Can a seller refuse a refund because I have no opening video?
For a UK consumer purchase, challenge a blanket refusal based solely on missing video. The fault and appropriate remedy still need assessment. For a business purchase, check the contract and obtain advice.
What evidence can I send instead of an unboxing video?
Send purchase records, original defect photographs, item and parcel labels, delivery records and a factual timeline. Add receiving records, witness accounts or inspection findings where useful.
What if the marketplace asks for an opening video?
Save the case request and applicable policy. Explain that no opening video exists, submit alternative evidence and ask for manual review. Check the submission deadline and retain the decision.
Who can help with a UK seller refusing my claim?
Consumers can seek advice from Citizens Advice, Advice Direct Scotland or Consumerline, depending on location. Business buyers should obtain contract advice. Keep the seller's written refusal and your evidence pack.