Buyer not collecting order

[stevieswheelsda3]

Morning, hopefully someone can help with this. A buyer has contacted me this morning asking to return an item that their child had ordered without permission. The item is at their local post office awaiting their collection. Do I have to accept the return, because they don't yet have the item? Or is it their responsibility to collect?

The item was sold 'no returns'. If I do have to accept the return, am I obligated to refund the original postage? Thanks in advance

[**peaseblossom**]

They have to collect it and pay for the return postage.   No return by them = no refund.   Wait to get it back first.   If you do agree to refund it would be a full refund inc original postage. 

[stevieswheelsda3]

Thanks very much for the responce, but if they don't collect the item from the collection point I think the item gets returned to be by the courier (after a certain amount of days), so I guess then I am obligated to refund, because I have the item. So I end up out of pocket for the original postage, which seems unfair.