Buyer wants to return item he damaged after a week's use

[securepackings]

Buyer was happy with the item when it arrived to him.  He left a positive feedback saying how good the product is, and is working well.

After a week, he has been using it,  he wrote me to say he wants to return it. He cannot get it to work he says.

The item is a fragile electric item, which can be damaged if misused or abused by user.

So, it seems what was perfectly functioning and working electrical item was maybe burnt out, because too much power was applied to it, or by some sort of misuse or abuse.

Should seller accept return of the buyer damaged item unconditionally, and give full refund?

How does the policy work here?

[tressygirl]

An item can break down after a week's use and when buying an item described in good condition and working,  it should be fit for purpose,  so there would be a need for it to work longer than 7 days.

If a case  for item not as described is opened,  it's all automatic, no point challenging it at that point with no human contact.

You need to accept it within 3 days,  pay for that fully tracked return postage if you want your item back first,  do not refund until it's back with you,  you then have 48 hours to fully refund.

Stick within those timelines,  and your seller performance is not affected.

If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair,  you can appeal, link below shows the process.

I'll admit it's not easy,  eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.

Here's the link explaining how to appeal:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@securepackings 

[**peaseblossom**]

ebay allow 30 days for claims so a week isn't long from their point of view.    An item should be robust enough to last longer.    In any case it's best to accept the return and refund when you get it back.   If buyer ends up having to escalate the case to ebay they may enforce a refund without return.

[securepackings]

Buyer has not opened Return Case, but just wrote to me.

Do I wait until the Return case opens?

[dontwatchnoface]

man thats BS, how do we know the buyer didnt break it due to mis handling?

I would say get the product back, examine it closely, vs the pics in the listing, if you can identify damage that wasnt there before then reject the refund and upload pics to prove buyer damaged it, then eBay could side with you

[roger_roger_over_and_nowt]

Seller cannot reject the refund,they can only refund in full after getting it back (at their cost) and then appeal.

[securepackings]

Not asking about how to refuse or reject anything.  Just was wondering how the policy works in this case.

The buyer has not opened the return request.

[plpmr]

do nothing until they open a case.

[ile136yz]

To add to information given by other members   -   did the item have any guarantee left from the Manufacturer as they may cover a fault?

[4_bathrooms]

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@ile136yz wrote:

To add to information given by other members   -   did the item have any guarantee left from the Manufacturer as they may cover a fault?

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Most manufacturer guarantees/warranties are not transferable so can only be claimed by the original retail purchaser with proof of retail purchase. There are some exceptions - some mobile device manufacturers tie the warranty to the serial number rather than the original owner - but that is the exception rather than the rule.