Same rules for everyone - next time, just point them towards their own T&Cs (or the UK Consumer Contracts) and insist on a full refund!
The rules apply to all distance selling, so internet/telephone sales. I assume they would also apply to TV sales, but it’s not clear, so maybe that’s their get-out?
QVC has a different policy and states that you can use an item for up to 30 days and still get a refund of the purchase price, so if you just return it then that is what they will assume you are doing…if you want a return of the postage as well you have to contact them first and tell them you want to return it under distance selling regulations, in which case you get you original postage back, but the item has to be sent back unused in this case. I assume the same applies for Create and Craft