Musty smelling handbag

[jannew5114]

Can I return a Mulberry bag to seller that has arrived smelling musty…I’ve tried for over a week various methods ie bicarbonate,etc but still not happy….shes a nice person and I don’t know how to approach

[tressygirl]

She may refuse the bag if you have used various cleaning products on it as the item has to be returned in the same condition as received.

However,  if you think the item is still in that same condition, but still with that musty smell you can proceed this way for a refund.

You have received an item not as described,  so you are guaranteed a full refund under eBay's 30 day MBG,  Money Back Guarantee policy,  if you claim within 30 days of the item's last estimated date for delivery.

You then go right of the item in your Purchase History,  and from More Actions select Return this item,  selecting the reason...  Item Not as Described.

The seller has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@jannew5114 

[jannew5114]

Thanks so much…of course she probably isn’t aware of the odour as I think come from a damp home 😟 and probably won’t agree but eBay will help maybe

[arkwebus · Accepted solution]

If you think that the item is not to your expectations [and it does not have to state "does not smell musty"] then you use the eBay money back guarantee.   

Technically you should not have used treatments such as bicarb as the item should be as it was received but I assume that no change has occurred.

Go to the item in your purchases "other actions" + "not as described" in the dropdowns and open a case. This notifies eBay and the seller.  Add a photo.  The seller will send a label to return within 3 business days [if not you escalate to eBay] and when the seller sends it you pack it superbly and send it back for a full refund. 

Note that there is no need [and no point] in "discussing" with the seller.  There is nothing they can do; all action is through the case.  @jannew5114 

[jannew5114]

Many thanks