LNER Refund Refusal for Unused Tickets

Sorry, I'm new here and wasn't sure where to put this;
In July I bought return tickets from Menston to London KX. These were sent 1st clas and arrived next day. The date of travel was to be Tuesday 20th August, returning Wednesday 21st August. Total Paind was just over £78.
The meeting I was to attend was cancelled on August 15th, so I logged into LNER, filled in the refund form, printed it off and sent it to them with the unused tickets and original booking receipt that came with them
I sent the pack Special Delivery Tracked and Royal Mail confirm that it was received and signed for at 9.39am on 17th August - 3 days before travel.
I've just had an email saying 'Refund Refused'.
Could anyone help me to understand why?
I've raised this with LNER, and might copy in Barry Doe at RAIL, but so far no response. Trying to get through by phone is futile.
Grateful for any advice.
Phil

The cheapest Off-Peak Return I could see is £115.90, so I assume you bought advance tickets for this journey.
I just checked on the following page: https://www.lner.co.uk/faq/refunds-compensation/refunds/apply-for-a-refund-for-cancelled-journey/ where it states:

No refund is available on Advance tickets. If you aren't eligible for a refund, you can still change your booking for a £10 administration fee. Alternative tickets may not be available at the same price as your original ticket.

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I think that'll be the reason why it was refused. Further, I don't know how that is worded in the NRCOT regarding refunds, but I'll take the freedom to assume that this is an allowed practice, so in that case I'm afraid there's not going to be much option for you, except to ask them to change the date and make it a leisure trip to London, although you'll have to pay the £10 fee + change in price with the new tickets.

Phil Greaves said:

Sorry, I'm new here and wasn't sure where to put this;
In July I bought return tickets from Menston to London KX. These were sent 1st clas and arrived next day. The date of travel was to be Tuesday 20th August, returning Wednesday 21st August. Total Paind was just over £78.
The meeting I was to attend was cancelled on August 15th, so I logged into LNER, filled in the refund form, printed it off and sent it to them with the unused tickets and original booking receipt that came with them
I sent the pack Special Delivery Tracked and Royal Mail confirm that it was received and signed for at 9.39am on 17th August - 3 days before travel.
I've just had an email saying 'Refund Refused'.
Could anyone help me to understand why?
I've raised this with LNER, and might copy in Barry Doe at RAIL, but so far no response. Trying to get through by phone is futile.
Grateful for any advice.
Phil

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Yes, you need to check if the type of ticket you bought was refundable.

Did you keep a copy of the tickets / do you still have them - if so it will say.

Think the jist of it is set out here
https://www.nationalrail.co.uk/times_fares/ticket_types/46594.aspx

Other basis for refund is delay or cancellation of the train you intended to take, but this would not apply as it was due to your cancelled meeting and you sought a refund well ahead of your day of travel so would have no idea if the service was disrupted.

Would need to know what ticket type before getting further definite advice.

Hopefully it is your employer's money that has perhaps gone down the drain (but I realise you may be self employed) - this is the risk employers take if they insist on staff buying inflexible Advance tickets with no refunds if the event / meeting etc is cancelled / time changed / over runs etc then the employer has to throw that ticket away and bear cost of that or a new ticket. Of course some employers may regard the funds saved and wastage rate as acceptable compared with buying the full priced tickets all the time...

Advance ticket cannot be refunded. The date and time of travel can be changed for the difference in fare plus a £10 admin fee.

Hadders said:

Advance ticket cannot be refunded. The date and time of travel can be changed for the difference in fare plus a £10 admin fee.

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...but only before the departure time of the first booked train on the ticket.