Returns - product sent as new, returned used
Hi
I wonder if someone could offer some clarification. What deas the consumer law states in the event where customer returns used piece of clothing i.e. hat?
Clothing was purchased as new, and sent as new. On return it’s missing all it’s packaging, smells of perfume and cannot be resold.
Thanks in advance
Returns - product sent as new, returned used
Hi
I wonder if someone could offer some clarification. What deas the consumer law states in the event where customer returns used piece of clothing i.e. hat?
Clothing was purchased as new, and sent as new. On return it’s missing all it’s packaging, smells of perfume and cannot be resold.
Thanks in advance
Seller_AYAgrDtnEc5Pc
Mark is right.
Google: Consumer Law, right of return, (basically no right to return unless faulty, unless retailer has stated so) [applies to bricks and mortar retail]
Google: Distance Selling UK/EU. Customer has a right to return within a set time and there after if faulty. [applies to online sale and AMAZON]
in the case of a hat, it should not be worn, in original packaging ETC. Simply put, ‘resaleable’
Customer could have returned the item flagged as faulty and unfit for purpose and you would have ended up giving a full refund.
Advice retain the cost price of the item from customer and refund item then move on
70 replies
Seller_qZO3ZCjoBXEeL
Goods must be returned in original condition, unused (assuming a change of mind return). You are entitled to withhold refunds to the loss in value of the goods.
Seller_xUKHc5xSYJmI4
Just follow the Amazon returns policy. A polite note to the customer informing them you are unable to process a refund for this order because the hat smells of perfume and used.
We had a customer return a pair of gloves covered in dog hair. A polite note to the customer and we heard no more.
Seller_ohgoR0FjhqVfH
Pointless referring to legal rights on it, unless the item was of great value you will still stand to amazon giving a full refund if they complain and a negative feedback. From experience, and it grates me vastly,I just refund as a hit on your metrics is far worse and sales always seem to plummet immediately after. I had an item returned like yours smelling of perfume with the added bonus of dog hair. I washed it and donated it to charity. At least someone benefitted.
Seller_DTufFoxJuMU0M
You’ll find that Distance Selling Regulations allow a customer to open packaging and try an item on then decide it doesn’t suit them, doesn’t match their eyes or makes their bum look big.
Basically anything they can do in the shop they are entitled to do in the comfort of their own home before deciding if they want to keep it or not and they have 30 days to do so.
The fact that they may have been wearing too much perfume at the time is irrelevant.
Its a pain, but thats the business unfortunately, always has and always will support the customer first and the seller last.
Although as mentioned before that, as long as Amazon does not break the law, they are fully entitled to implement their own additional safeguards to make the customer more confident to shop (such as their free returns in the clothing category)
Seller_bhSWqoVh7Pn98
Amazon Law, which ‘trumps’ any legal requirement, says that they can return the item if fulfilled by you and unwanted, and if not as new, you can charge them a fee (although not in writing AMAZON accept that as being up to 50% to win A-Z Cliams):
We normally deduct 50% if any issues, and then email the Buyer, often then, the Buyer rather have the item returmed and they have to reverse the refund. You can inform the Buyer to also send a postage label to return to them.
Unless you refund 50% then the A-Z Claim can be raised and count against you, so it is best to 50% refund immediately, rather than just email the Buyer as they can then phone Amazon and you get a claim
Seller_vWOZzBGhnkxzM
Don’t waste your time, take it on the chin. Refund, smile and move on. It’s a hopeless cause. The customer could cause so much trouble for you with one phone call to amazon.
Seller_k4H5v9VB5NnjF
The OP seems obsessed with with wanting to know ‘the law of the land’ and ignoring all advice in regards to selling on Amazon. The fact is, if it is sold on anyone else’s platform (Amazon in this case) then you need to comply with whichever has the strictest terms. That will always be the platform in Europe and N. America (maybe not in Asia 
)
