Deny a return for hygine reasons
I sold a uv gel polish and the customer doesn’t like the colour and wishes to return it. however they have used the polish. So I would like to deny the requested under hygiene reasons
There isn’t a deny reason for this type, which one would I choose and how would I word this to the customer
28 replies
Seller_EJIX7rqDNQJi2
On Amazon, you are required to accept all returns requested within 30 days past delivery.
After you receive the item back, you will be able to inspect it’s condition and refund based on it. You can withold the cost of loss of value or refuse to refund at all and ask the buyer to provide you a pre-paid return label.
Without a return, Amazon will not accept any arguments stating that the product was already used.
Seller_r7SzViEUCuDPM
Amazons policy on this is that the return of the goods can be denied
"The following products thus cannot be returned under the Returns Guarantee (unless defective):
Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items"
Seller_z6B2L9xab6HlP
“Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;” https://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201819200
As Kika says you would need to have evidence the product has been used in case the customer raises a case with Amazon. Although you could reject the return request, it might be best to request the product be returned and offer a partial refund (excluding return postage if it’s 14 days past delivery date).
Seller_qHzcAWcsPVCfg
Authorise the return - BUT include in the message box the details that the item must be in the exact condition dispatched, i.e. not opened or used. Also explain that any opened item returned will not be refunded.
You might also wish to advise that Nail Polish requires a Hazard label on the package for most/all couriers.
Do NOT offer partial refund. If used it is not sellable and zero value, if still sealed it is full refund.
Some buyers do not open nail polish but dislike it just by looking at the bottle so it is wrong to assume it is used. Some, of course, do try to obtain a refund to which they are not entitled.
Seller_jGxA9frU4aC8J
Hi stated in the return it was hard to remove so it has been used. Not just opened and looked at.
I am waiting for her to confirm so details to ensure I actually sent her the correct polish
Seller_xUKHc5xSYJmI4
Hi
This is the message I have from Amazon seller support. Cosmetics are none returnable
After reading your email I understand your concern related to the Order ID: --****** on which the buyer has requested to return the item. Firstly, in this regards I would suggest you to please do not issue any refund to the buyer because as per the Amazon policy, cosmetics items are non returnable also you have delivered the item on time so you do not need to issue any refund to the buyer.
Seller_jGxA9frU4aC8J
After advising the customer that she would be unable to return the item she has raised an A-Z. This is my reply
Hello, the order was shipped to the buyer on 13/02/2019 with Royal Mail. The items which I shipped were exactly as described in the listing. The buyer contacted me to say that after unsealing the item and using it that she is not satisfied with her order and she would like to return the item. A return was requested on 25/02/2019, I contacted the customer to advise that they must return the item in the same condition that they received it. This means that new items must be returned new, unused and complete and that due to the nature of the item, a cosmetic and the customer stating they had used the item I had to deny the return. This was under Amazon policy that “new products must be returned new, unused and complete.” and “Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;” https://www.amazon.co.uk/gp/help/customer/display.html/ref=help_search_1-4?ie=UTF8&nodeId=201819200&qid=1551258645&sr=1-4
Please close the claim since this order is no longer eligible to be returned. Thank you.
Does this sound right and do I have to do anything with the return as it is still open as there is no option to deny due to health protection or hygienic reasons.
Seller_jGxA9frU4aC8J
So do i authorise the return or not.
As if authorised and i get the polish back i will have to return it to the customer as it is used.
I suppose i could add in the return box that if the polish is returned as it has been used no refund will be given and it will be sent back to the customer.
Cat
Seller_WsRxZyWDkHD6H
Check which sector you are listing in as within certain categories - beauty - returns are not actually allowed and it is in the Amazon policy so you can 100% deny the return request. It is also not the sellers responsibility for the buyer to like the item and if they state that they have used it etc then you are also within your rights to deny the return.
