Returns for Heavy Items
Hello,
I represent MuscleSquad, a seller of fitness equipment. We ship dumbbells over 32.5kg on micropallets to minimize damage by couriers during handling and to achieve slight cost efficiencies.
A customer has initiated a return request for a 37.5kg dumbbell, citing it as too heavy and requesting an exchange for a 32.5kg option. Amazon Customer Service has informed the customer that this return will be free. However, the cost of returning these items through a courier network could reach £40 per item, totalling £80.
Additionally, Amazon advised the customer to leave the dumbbells outside for collection. We promptly instructed the customer not to do so, as arranging a suitable collection for such heavy items will take time and we wish to prevent loss or damage.
From my perspective, this appears to be a change-of-mind request, which typically does not obligate us to cover return shipping costs. However, the customer insists no deductions should be made from their refund amount.
I am considering driving five hours round trip to personally handle the exchange, aiming to maintain customer satisfaction and potentially combine this with other deliveries from our .com store.
Could anyone advise on my position here? Are we liable for a free return in this scenario? Any insights on managing this through Amazon’s policies or alternative solutions would be greatly appreciated.
Cheers
Chris - MuscleSquad
Returns for Heavy Items
Hello,
I represent MuscleSquad, a seller of fitness equipment. We ship dumbbells over 32.5kg on micropallets to minimize damage by couriers during handling and to achieve slight cost efficiencies.
A customer has initiated a return request for a 37.5kg dumbbell, citing it as too heavy and requesting an exchange for a 32.5kg option. Amazon Customer Service has informed the customer that this return will be free. However, the cost of returning these items through a courier network could reach £40 per item, totalling £80.
Additionally, Amazon advised the customer to leave the dumbbells outside for collection. We promptly instructed the customer not to do so, as arranging a suitable collection for such heavy items will take time and we wish to prevent loss or damage.
From my perspective, this appears to be a change-of-mind request, which typically does not obligate us to cover return shipping costs. However, the customer insists no deductions should be made from their refund amount.
I am considering driving five hours round trip to personally handle the exchange, aiming to maintain customer satisfaction and potentially combine this with other deliveries from our .com store.
Could anyone advise on my position here? Are we liable for a free return in this scenario? Any insights on managing this through Amazon’s policies or alternative solutions would be greatly appreciated.
Cheers
Chris - MuscleSquad
0 replies
Seller_2PJJEd2rbDKIb
I am not sure of the answer, but would think its basically change of mind and buyer has to pay the return, I asked chatgpt for you also ;-)
In this case — Amazon UK’s returns policy and the reason for return play a key role.
Here’s how it typically works:
🔄 Return Reason: "Too heavy / Changed mind"
This falls under “buyer remorse” (not faulty, not seller error).
Under Amazon’s standard return policy, if a customer simply changes their mind, they are expected to cover the return postage — unless:
You (the seller) offer free returns voluntarily.
Or you're enrolled in FBA (Fulfilled by Amazon) and Amazon handles the return costs.
🛍 Your scenario — MFN (you fulfil the order yourself):
The customer says the item is too heavy and wants to swap for a different weight.
They chose the wrong item, so they should pay for the return shipping.
You can optionally offer a discounted return label or goodwill gesture, but you are not obligated to pay for it.
⚠️ Note:
If the buyer raises an A-to-Z claim, Amazon might force a refund and side with them if the process isn’t handled smoothly. To prevent that:
Clearly explain your returns policy.
Require them to return the item at their own cost.
Once received, you can issue a refund or offer the 32.5kg exchange
Seller_ZJhFeE3tNKzfh
assuming this is an FBM order and the customer opened a return request that is basjcalky change of mind, then you shouldn’t be liable for the return costs no.
Amazon customer service often give out advice that is wrong.
But it will hang on the return reason on any return request basically
Seller_4AYDPBgxe3aZm
It might be worth reading the below thread.
Home collection required for heavy and bulky item returns
One of the mods confirms that you are still entitled to charge the customer the return carriage for a buyer faulted return.
Seller_7pTs15IYXmTOB
I feel for you but I think, I could be wrong, that if the buyer has come to you within 14 days, then you may have to pay "basic" postage costs. Whilst it is a clear change of mind case, buyer could also make a choice of reason.
I hope you get the right answer to this and not lose postage hopefully.
