Return Item damaged by buyer

[willan-tech]

A Buyer is returning what they claim is a defective item but after sending it they told me they have painted it black for their son and did this before realising it was defective.
Do I still have to give a refund even though the product is vandalized?

[repentatleisure1952]

Have they opened a Not As Described Case?

What is the value of the item?

[willan-tech]

no they haven't opened a case yet we are doing it amongst ourselves. I still want to be fair to them though.
Item value is $21

[curraone]

How was it defective?    If it is useless there is no point in asking for a return?    On the other hand, if you could have used it before they painted it black I would reconsider.

[willan-tech]

You should always ask for a return of defective goods in my opinion no matter what condition it is in.

I would like to take it to my supplier for a credit or replacement but since it has been damaged it will not be accepted.

I'm just wondering what obligations I am under in this scenario.

[tazzieterror · Accepted solution]

If the buyer has modified the item then I think they've stepped outside the coverage of eBay's MBG - you can't modify an item and then try to return it as faulty whether it's a paint job or something more substantial.

Best to get onto eBay's chat support via the 'Help' menu and have them confirm whether this is the case. Have them read the messages exchanged between you and the buyer.

They might need to put you through to the returns team who would better understand.

But for all you know, if the item is indeed faulty it could be due to mishandling or liquid damage when it was painted.

[justkidzbiz · Accepted solution]

This might help!

If a buyer returns an item, it should be returned in the same condition in which it was received, and it should include all items that were in the original package.

If the returned item is used, damaged, missing any parts, or is damaged in transit because it wasn't packaged correctly when the buyer sent it back, the seller might deduct from the refund to cover the amount of loss.

Read our full policy below for more details and specific requirements by listing category.