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_LpjhinHAD7f55
Its in amazon return policy about if the goods are not in the same condition you can give a partial refund
Seller_RubEetLtJzN3v
I’m not asking about amazons policy. I need to know what the consumer law states exactly.
Seller_LpjhinHAD7f55
then google consumer law as this is amazon site and people will advise you amazon policy
Seller_hC0hNVDuILaKO
Uncalled for
Mark was offering advice based on the fact this is the Amazon platform.
Take that advice or leave it, but leave the angst at home.
Seller_RubEetLtJzN3v
Amazon still operates within the law of the land. Therefore my question is a legitimate one. If I wanted to ask about the policy, question would be what does the amazon policy states. I asked “what does the consumer law states”.
Seller_LpjhinHAD7f55
Then why don’t you just google it as it’s easy to find as I found it with out a problem as you said I was clever
Seller_hC0hNVDuILaKO
@PeterB gave you the correct answer though.
In the case of Amazon, which is where you are selling, the Policy states that you must offer free returns, regardless of the reason, if that return is made within the first 30 days after receipt, and that you must refund the original postage that the customer paid if the return was requested within the first 14 days after receipt of the goods.
When you get the goods back you examine them to determine if they are as new, and if not then you may deduct an amount equal to the loss in value.
As stated, if you want the consumer law which reflects this deduction in value policy then google is your friend.
Seller_iT7zAqkV2PQG7
Just so you know, the posting of “Domain names, URLs, or hyperlinks.” of external websites is against the Forum Rules,
Source: https://sellercentral.amazon.co.uk/forums/faq
This is why you are receiving answers about Amazon policy, it is an Amazon forum.
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.
