What can I do if a web shop does not respond to a submitted revocation?

Questioner

A few weeks ago we ordered a trampoline from a webshop. We assembled it and let the children jump on it individually. The overall quality of the trampoline was not up to par, so we called the webshop. They requested images to assess the defects. We provided this but also immediately indicated that we did not see any defects but that the overall quality did not meet expectations. We immediately disassembled the trampoline and put it in the packaging. Before we received a response to the images, we completed and submitted the model withdrawal form, requesting that we provide the return address. We had to ask for a confirmation of receipt after a few working days and in the meantime we were told that we also had to attach the safety net. We left the safety net in the packaging because of the withdrawal of the agreement. The webshop also indicated that the trampoline could not be returned because it had been assembled incorrectly. After emailing back and forth, we received a message 2 weeks after submitting the withdrawal form that our question had been handled as marked by customer service and that we could send a message again if we found this to be unjustified. We resent the previously sent email containing the withdrawal form with a request to act in accordance with the general terms and conditions regarding withdrawal. We emailed back and forth again and at this moment the web shop states that cancellation is not possible and that they will assemble the trampoline upon return and send it back if it is in good condition. If the trampoline is not in good condition, they want to send a replacement. We have indicated that we do not want this and that we want to cancel the agreement. What steps can we take to have the web shop correctly respond to the submitted request for withdrawal? The trampoline has not yet been returned, if they follow the procedure correctly, we will of course do this immediately.

Lawyer

You do not need to mention any defects if you want to terminate the agreement due to the statutory cooling-off period of two weeks. Did you make the request within two weeks of receiving the product? Then the selling party must cooperate with this.