buyer changed his mind, do I have to refund the original shipping that I was charged for?

[kbr-sailing]

buyer changed his mind, do I have to refund the original shipping that I was charged for?

[plpmr]

you have to refund all the buyer paid.

[kbr-sailing]

So that means i am out of pocket for the shipping??


Sent from KBR Sailing

[myriad*seller]

Yes, its the law

All buyers who buy items from a business seller are entitled to return the item for a FULL refund

Basically, most online purchases are sent on approval

Buyers have the legal consumer right to change their mind and cancel the contract and return the item for a FULL refund including postage

This link explains the law. You need to build this into your business model to allow for buyer cancellations. 

https://www.businesscompanion.info/focus/selling-goods-via-online-platforms/consumer-cancellation-ri....

[bravergrace]

Was it an international sale?  If so, you don't necessarily need to refund the original postage.  It will depend on what your listing said.

[myriad*seller]

OP has an illegal term in his listing, so buyers right to cancel is actually extended to 12 months! 

"Any remorse returns will be refunded less the original shipping cost to us when it was originally sent, even if its sent shipping free, we still have to pay the shipping cost which we choose not pass on to the customer when an item was originally purchased."

OP this term in your listing is wrong, and is illegal. Having illegal terms and conditions extends the buyers right to cancel the contract for a full refund to 12 months - so anyone who bought from you over the last 12 months can now return any item they bought for a full refund including postage! 

I would remove this term before someone reports you to Trading Standards. It is illegal. 

[merlinwholesale]

I have bought from other online clothing companies and if I need to return an item they enclose a prepaid label for the return but then subsequently deduct an amount, which varies, but usually around £3, from my refund.  Is this illegal then?

[myriad*seller]

They can deduct the cost of return postage (the price of the pre-paid return label) from your refund, but cannot deduct the original P&P to send it out to you. If the seller offers "Free Returns" then both lots of postage are paid by the seller and the buyer is refunded IN FULL. 

If the seller does not offer free returns then they must refund the full amount you paid, minus the cost of any return label

The same as the OPs buyer will pay the return postage cost themselves (unless OP offers free returns) and OP will refund the buyer in full including any postage they paid to get the item (and cannot make a reduction from any Free P&P sales).

Only return postage is at buyers expense (unless the seller offers free returns). Outward postage is always refunded. By law. 

[merlinwholesale]

You've explained that perfectly! Many thanks indeed.

[kbr-sailing]

No uk mainland

Sent from KBR Sailing

[dch2112011]

As a business a wise thing to do is to calculate your return costs over a year - lost postage - depreciated value due to handling and lack of packaging - damaged items - lost postal costs - both remorse and fault returns - spread the cost over all of your items -  it will be a couple of pence per item  - depending on the average number of returns and costs involved.

Then you can if you want offer amazing customer service  by refunding without return immediately, send out replacements with a return bag and label for wrong items ordered - and most importantly not ever worry about returns, reasons, costs or condition of returns - you will have covered financially any eventuality .

You can deal with most situations outside of the mbg if you want to.

This way your customers collectively are  paying you for your amazing service 

Customers will appreciate your attitude to their perceived problems and it will help your sales in the future.