Refund on personalised items
I have today received a refund request from a customer who ordered two seperate names and wondered if any one could give me advise to make sure I provide her with the correct information.
The customer has stated the reason for return is perfomance or quality not adequate.
the order was received on the 7th august and shipped on 9th, made to customers spec. as per item listing (sizes, material and colours).
I have contacted the customer to ask if she could provide me with more information as to performance or quality not adequate and waiting a reply from her.
Am I correct that unless the item arrived damaged I can refuse a refund due to them being personalised (unusual names that i will not be able to resell) or do I still have to refund?
Thank you
8 replies
Seller_EHYOwAkoZV3Hb
Amazon Returns Policy
https://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=1161002&ref=ag_home_shel_xx
Customised Products
For items with customisation options, including any product configurations, image personalisation, text inscriptions, or designs (such as engravings, monograms, embroidery, or embossing):
You must notify the third-party Seller within 14 days of receipt.
If the item contains personal configuration, inscription, or design on these products, the third-party Seller is not required to accept returns or exchanges unless the products are damaged or defective upon arrival.
If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party Seller, you are protected per the Amazon A-to-z Guarantee.
All product packaging (such as boxes) must be returned with the item.
Seller_PlKOXCY4N4df5
If i sell under the handmade category an item that is made to order but not personalised i.e. they buy the item as is but must wait for it to be made. If they then receive it and don’t like it can i refuse the return ? If so i would not sell made to order items.
