Buyer wanting full refund for second hand dress after the colour runs while washing

[chloe1baby]

A buyer contacted me today wanting to return a second hand dress that she has washed and the colour has run. I have hand washed the dress before in cold water with no problems. The dress was in perfect condition when sent but the buyer is insisting that it is a fault in the dress and would like to return. I have advised that out of good faith I will refund 1/2 price of the dress to her.

Please advise your thoughts on this and if as a seller you would offer a full refund for a dress that has had problems when washed. Once again but remembering that the dress is second hand and has been washed previously with no problems.

[digital*ghost]

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@my*favourite*poster wrote:

  What does the law say about the sale of second hand items?

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Goods exempt from Care Labelling Requirements

Second hand goods: All second hand goods are exempt.

http://www.comlaw.gov.au/Details/F2010L02290

[*crikey*mate*]

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@digital*ghost wrote:

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@my*favourite*poster wrote:

  What does the law say about the sale of second hand items?

---

Goods exempt from Care Labelling Requirements

Second hand goods: All second hand goods are exempt.

http://www.comlaw.gov.au/Details/F2010L02290

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Thanks Digi, so how then does a seller comply with eBay's care instructructions for clothes being laundered according to manufacturers instructions?

[digital*ghost]

It is possible to find out (or remember, if you're the original owner of a garment) what the manufacturer's instructions are. eBay only state you have to clean them according to said instructions, not that the garment is still labelled with those instructions. 😉

[boris1gary]

No i wouldn't have offered any refund at all. She could have worn it and then washed it incorrectly on purpose. Just asking - did you put care instructions in the specifics in your listing? I have just listed a few of my things and i am a little nervous because there does seem to be a lot of oddballs out there, especially when it comes to clothes.

[chloe1baby]

No, unfortunately I did not add the washing instructions on that listing and kicking myself as most of my listings do have information in that field. I have tried to be more carefull when listing tonight.

Thank you everyone for your help and I have taken notice of the legal requirements especially with the BNWT clothing so will ensure that all the clothes do have a care label attached and will also provide care instructions for all second hand clothing as well.

I  suggested to the buyer to try one of the colour run products which I beleive she is doing over the weekend. I am lucky at this stage that the buyer has not been abusive etc so will see how things pan out but do beleive that she will not be happy with the 50% refund if the colour run does not come out of the dress.

[phorum_junkie*]

I would probably refund if I had not filled out the washing instructions item specific to say hand wash only in cold water. I would offer the option of either returning for a full refund or keeping it and getting a refund of item price. If they chose to return I would send them a prepaid ebay satchel processed through click & send to my address.

You cannot expect buyers to be psychic and I know I throw everything in the washing machine unless it specifically says not to.

[thecatspjs]

If a preowned garment has no care label I always note this in my listing description.

I rarely include care tag washing instructions for any garment - there are usually several dos and don'ts for many garments and the item specifics relating to this are limited and inadquate IMO. 

Whilst I have never had this or a related issue arise -  I would not refund if I sold a preowned garment that had no care label and this fact was mentioned in the listing,

IMO it is up to the buyer to contact a seller directly to clarify this before a garment is washed or drycleaned. 

[phorum_junkie*]

 the item specifics relating to this are limited and inadquate IMO. 

But you can fill in any information you want, I often add to the pre filled options.

[peppers-tree]

Ask her to take photos of the dress and damage. Ask her for a Stat Dec...

[thecatspjs]

PJ, as I have not had an issue with lack of care instructions over several years of selling I think prefilling thousands of item specifics with often lengthy information, each year a waste of my time, and unnecessary. From time to time, if special cleaning service is required - and may cost the buyer significant $$$, I will include a photo of care label.