Customer Request to return a used printer tries legal threats
Hi all,
Does anyone have a link (i cant find it) to distance selling rules regarding acceptance of goods not in the same condition as sent out.
I have a customer who we sent a printer to. They have opened and used the printer, disposed of the packaging (manufacturers box) and expect a full refund.
I have informed them there will be a deduction to replace the toners amd buy in a new box but they keep threatening me with legal proceedings.
Advice urgently please. Thanks
9 replies
Seller_8Wsckn3UoR095
'Your business can make a deduction from the value of the goods if you consider the customer has handled the goods excessively. You can’t deduct monies from the refund simply because the goods have been removed from the packaging or because the goods have been tried on or checked.
In essence, distance selling purchasers are entitled to handle goods in the same way that they would in a normal retail store. That therefore includes touching the item or trying it on.’
Distance selling regulations: returns, refunds and consumer rights (harperjames.co.uk)
What’s their reason for return?
Seller_qZO3ZCjoBXEeL
It might also be worth noting that (based on what you have written) they have bought for a business. Consumer contract law does not apply to B2B transactions so you just need to worry about staying within Amazon policy and keeping records in case of a chargeback on the credit card.
Seller_xUKHc5xSYJmI4
According to the returns policy the product needs to be return in an unused condition with its original tags and packaging. Is the product faulty?
Our Voluntary Returns Policy
As well as your statutory cancellation rights described above, you can return most products from the Amazon sites to Amazon within 30 days of receipt of the products if the products are in an unused and undamaged condition. To return an item please visit our Returns Support Centre.
Please note that this returns policy doesn’t affect your statutory rights and therefore doesn’t affect your right of cancellation as described above.
Please note that you must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged . Used items must not have any additional signs of use or damage.
If all applied the above policy by the book lots of returns would not meet the above criteria.
