Dog Toy - Damaged by Dog, full refund?
Hi All,
I’m a regular seller of Pet Toys, so I know this issue comes with the territory.
Up until now, I’ve dealt with on a ‘case-by-case’ basis, but wanted to ask if anyone knows of a general rule to be applied in this instance.
Customer received item 2 days ago, in perfect condition when it arrived. Now, they want a FULL refund because their dog has broken it after just once use. They’re trying to say it’s not ‘Fit for purpose’ but I’ve sold loads of these and had no other complaints & my 2 dogs have one and it’s perfectly fit for purpose for my dogs.
Where do we stand as sellers on refunds when customers (or their pets) have broken the item - do we have to give a FULL refund? And do we HAVE to give FULL refund when ‘not fit for purpose’ is mentioned? Even though I can prove it is?
Thanks in advance
11 replies
Seller_esvgLzKXw2YAl
The simple fact is, the customer makes the complaint, if you don’t take a return, they open an A-Z, which of course they win anyway.
But I would always insist on a return, unless your talking a couple of quid.
Seller_Wqg5EgqxuOwDD
The problem is not all dogs are the same. I used to buy my dachshund a toy in the full knowledge it would be totally destroyed within 30 mins of giving it to him. It didn’t bother me because he had so much fun doing it.
I’d say though that a lot depends on how you present the toy in the listing. Really coincidetly I was just browsing dog toys before I saw this thread and I notice that some claim to be durable even against aggressive chewers. That would be a bold claim so if you say anything like that so that buyers have an expectation it will last you’d definitely need to refund. Also if an A-Z is opened you’ll lose and have a ding to your metrics.
Seller_DTufFoxJuMU0M
Personally I think its a weird situation and a funny market to sell in.
My in laws had a staffy, that dog had one heck of a bite of him and they had to be very careful what they give him because he bit right though most dog toys.
I wouldn’t say those toys aren’t fit for purpose, like Isabella they bought things for him to “destroy” and always grumbled about the mess afterwards haha.
So unless it was very flimsy or possibly faulty, surely they would know that their dog was likely to wreck when they ordered it, or at the least when they actually held it in their own hands.
I suppose the best way to cover yourself for this particular item is to recommend it for smaller dogs, and that the dog is not left alone with it, nor would it be suitable for a “chewer” haha
Seller_6sxtIS0RbZ5k7
If it is rigid plastic and it has broken I would be more worried about the buyer’s dog choking on the pieces so you may have got off lightly with just a refund.
