Slightly damaged product that has still been used
Hi there,
I sold some paint to a customer and unfortunately it arrived leaking some paint out of the top. I asked for photos and they sent them to me. I can see from the photos that a very small amount of paint has leaked from this tin. (50ml out of 2.5L at most)
The customer has informed me that they’ve used the tin but still want a full refund for the product.
I was going to offer a replacement if the customer sent the product back to me but now that they’ve used it I offered a 20% refund off as an apology.
Of course this wasn’t good enough and they’re still requesting a full refund.
Can anyone advise am I within my rights to not offer a full refund now that they’ve used the tin which was 90% full?
Thanks in advance.
0 replies
Seller_6sxtIS0RbZ5k7
Tell them you will issue a full refund when the product is returned in the condition they received it, as per Amazon policy.
Seller_NoLYurmb006tq
Hi if the customer had not said they used it then yes a full refund would have been the only option and giving the fact its leaked and unsafe to transport would not have to return it unless you arranged an appropriate method which let’s be fair it ain’t possible.
I would advise the customer however in simple terms something like below:
Hi sorry for the inconvenience you have experienced with the order under normal circumstances we would request return however as you have said you have used the item I will refund you 40/50% this will reach your account in 5-7 working days…
Then I would wait a day or two first if no respince action the refund
Seller_mAEGXJHahhu2X
Thanks for the advice guys I really appreciate it!
However I now have another issue that I would like to get your opinion on.
This is regarding a different, smaller tin of paint that arrived to the customer with a dent in the side of the tin. No paint spilled and all you had to do was push in the corners of the dent it would’ve popped back into it’s correct place.
The customer demanded a refund and I told her that she can return the product and she will receive a full refund once it arrived to me in the condition they received it.
It has arrived today absolutely smashed to bits, paint leaking everywhere. I inspected the package and noticed that the box was incredibly soggy as if it had rained on it and she just used the same box. Additionally the customer didn’t wrap the product up in the bubble wrap that I originally sent it in. She simply placed the paint on top of the bubble wrap, closed up the box and sent it off. Finally the customer also sent the paint via royal mail which is not allowed under their prohibited items list so there is no way I can claim on this.
If I didn’t refund her would i be in the wrong as the product arrived dented?
Cheers
