Item was in perfect condition when sent, buyer claims it is faulty

[porcelinavastoceans]

I listed an item as BNWT (which is was), however buyer has contacted me saying there is a small hole on the garment where the boning is. I am 100% sure it was in perfect condition when I sent it, so this defect must have happened during postage or by the buyer herself. I said in the listing I do not accept refunds. What can I do?

[wishuponastarcelebrationsandgifts]

How you deal with this is of course a matter for you to decide. Although you may not accept refunds, a no refund policy generally applies to change of mind purchases.

If you are selling a BNWT item and it is faulty then you cannot refuse to refund or exchange. Put youreslf in a buyers shoes. If you bought an item and took it home and opened the packaging and found out it was faulty and took it back to the shop you would expect them to offer to exchange it or replce it. That is only fair.

You suggest that the item could have been damaged in transit so perhaps this is what has happened? Perhaps check the buyer's feedback (received and left for others) and this may give you an indication as to whether you would like to simply refund the buyer, offer them a partial refund (if that is what they want) or request they return the item (or send you a photo) so you can see the hole before offering a refund.

I hope you resolve this with your buyer amicably.

[yarmak]

ask for photos first

Dave

[foxette-in-sox]

If its the bustier,its only $10 & JMO but I'd refund as not worth the hassle.

I hope you realise that you could be posting your garments using click n send that covers you for Paypal protection for far less than the $10 regular post you currently charge which has no seller protection.The buyer could have just as easily opened a not received dispute with Paypal & you would lose.

[austeam]

On all listings the returns policy it states: In Australia, consumers have a legal right to obtain a refund from a business for goods purchased if the goods are faulty, not fit for purpose or don't match description.

I am not sure if it applies if you are not registered as a business seller, but if you want to continue selling on eBay a partial refund at the very least would be a worthy investment to avoid a neg.

BTW I believe eBay should make it very clear to buyers just which sellers are businesses and which are not.