Item has arrived broken

[allieloc]

Hi there. I sent a cup which i wrapped well in bubble wrap and boxed and the buyer has said it arrived broken and is asking for a refund. Where do i stand? Thanks

[redwick1]

You tell them to open a not as described dispute in the resolution centre at the bottom of the page

If you want the item back then you send a pre paid label for the return and once you have it back then you refund in full

If you do not want it back then you refund in full through the resolution centre dispute

You can then try claiming off the courier or Royal MAil but on the whole most fragile items will not be covered

You can claim online or get a form from the PO