Did you want help with the exact wording? I suppose I would go with something like:
Sorry to hear the item won't fit you. I can only accept returns in cases where the item is faulty or was described incorrectly. May I suggest you relist the item for sale on Ebay? I believe you have a good chance of recouping most or all of your costs. Best wishes,
Hmm I'm having a similar situation, have just sold a designer scarf in a past season colour on there and the buyer is claiming it's not the colour I said! I think she might even be insinuating its not genuine. She's opened a 'item not as described' thingy even though it totally is.
Am I not legally obliged to offer a refund then? I thought distance selling laws meant your hands were tied?
I hope I don't have to refund her as I've spent the £90 odd she paid for it already
distance selling regulations legally only apply to BUY IT NOW not auctions (whether sold by business or not), ebay are deliberately vague on this point, they give the impression they apply to auctions when they do not
they do not apply to private sellers as they can refuse returns unless damaged/ not as described when they may have to accept returns
all auctions are binding with no cooling off period, when you bid you commit to buy
if it is a not as described case you will have to refund purchase price plus what buyer paid originally for postage, but this post is not a not as described case it is someone asking to return something that does not fit to a private seller that she won in an auction distance selling regulations in this case are an irrelevance it is up to seller to accept/refuse she has no obligation to and could say I will accept return for refund but as it was not my mistake I will refund item cost but not postage, if buyer kicks off she can refund postage but they may accept that, however if she point blank refuses return buyer may decide to leave bad feedback or turn it into not as described in which case she will have to refund
JUMPER if she opens and wins a not as described case you have to refund, if she just wants to change her mind technically you do not have to refund unless you are a business selling with BIN
They utterly can't, surely fergoose? <blood pressure rises again> she's saying it's different to how it was described and I was so detailed in my description! It's the colour she's disputing (it's pale pink, she says it's beige, designer says its 'plaster pink' which I put on there along with my own description of it as a pale, subtle, cool pink) it is so obviously not beige! I will be beyond pissed off if they find in her favour.
in my experience they generally do side with the buyer - they will tell them to send it back to you with a signature to prove either delivery, or attempted delivery, and then they give the buyer back the money.