Hi, I've received a request from a customer 2 weeks after the sale date saying she's just returned from holiday and has just opened the parcel to find 2 pieces of a china dinner set, out of 27 are broken. The pictures I was sent were strange as she left half of the damaged area covered with bubble wrap and it doesn't make sense to me how there was enough force to cause a lot of damage to one particular piece but adjoining pieces were fine.
She wants to return the whole set, I have offered her both a replacement item and also a partial refund. ( I was prepared to refund one third, which in real terms is a half as she made an offer on the item) This amount would have been more than enough to buy a replacement cup, which was also broken.
My question is, am I liable for the return postage on the whole lot? She has told me that she only bought the set for the bowl and because that piece is broken the other 25 pieces are of no use to her. But she has refused a replacement. She has changed her mind on the rest of the set and if that's the case then I should not be liable for the return postage.
It looks to me as if the bowl has been dropped as the lid is intact which was packed inverted inside the bowl. The box was lined with large bubble pockets, 2 layers of large bubble wrap, which folded over the top, each piece was individually wrapped in bubble wrap and any extra space filled with paper. I sell a lot of china and this is only the second breakage. She has told me no damage was visible on the box so it doesn't make sense that such a heavy blow, enough to break the bowl in half, should leave the surrounding pieces intact.
I've requested more photos from her showing the full extent of the damage which I haven't received yet.
My seller rating is great and I have lots of feedback complimenting my customer service and also good packaging!
Any advice would be gratefully received. Many thanks in advance.
