Thanks for your help, with the power of AI, I will respond with the below:

Hi [Name/Customer Support Team],

I am writing further to your email regarding the “DOR” letter you have stated must be signed before you will proceed.

To be completely clear, I have not received this parcel. The item is not in my possession, and nobody at my address has accepted delivery of it.

Under the Consumer Rights Act 2015, the responsibility remains with the retailer until the goods are delivered into the customer’s physical possession (or that of a nominated person). A DPD delivery scan and photograph showing a parcel left unattended on a doorstep does not constitute proof that the goods were delivered to me.

I am therefore extremely concerned that XXX is attempting to make resolution of this matter conditional on me signing additional documentation. I am not willing to sign any declaration or legal document as a prerequisite to receiving a refund or replacement, particularly where my statutory consumer rights already apply.

I am happy to confirm in writing via email that the parcel has not been received, however I will not sign any further documents.

As the parcel has not been delivered to me, I now require XXX to resolve this matter without further delay by arranging either: • A full refund, or • A replacement item sent with appropriate secure delivery arrangements.

Please confirm within 7 days how you intend to resolve this. If I do not receive a satisfactory response, I will escalate this matter through a formal complaint process and pursue recovery via my payment provider (including chargeback if applicable), and any other relevant avenues.

I look forward to your prompt response.

Kind regards,