Hi, a colleague of my wife has just bought a Nokia 6300 from these cowboys. She also wanted to invoke the 14 day cooling off period and they have used the same "the phone has scratches" trick. My wife accompanied her again this evening to attempt a "Sale of Goods Act" trick but flatly refused to take it back.  The phone is silver with a shiny black part on the back where the camera is and that is the area they have said has scratches on it.  It is clearly a facet of the light reflecting as scratches would be present at any angle.

However I have a cunning plan to test tomorrow (said Baldrick) and I will update you as to whether it works or not, last throw of the dice before a formal complaint....