To not accept return on my eBay product

[fafffaffmorefaff]

I was selling an unused expensive electric breast pump (open box) on eBay. Someone wanted it posted to I posted first class in a proper cardboard box. I stated in my listing NO Returns. Specially because it was a breastpump and I don't want to accept returns once someone has had it.
Now the person wants to return it. They have stated no reason just to return.
Where do I stand? Can I just state that I will not accept return as stated in my listing?
Pump was brand new but I had opened the box. Stated all that in my listing.

Im no expert but looking on eBay it seems the only reason they can return for if seller stayed no returns is if the item is faulty:

sellercentre.ebay.co.uk/private/returns

So if they’re saying it’s faulty they’re within their rights to return for refund, otherwise they’re stuck with it

Would they need to prove it is faulty? Or will it be deemed so because they said it?
I wouldn't want to get a used breast pump back. Plus what if one of the parts is missing once they have sent it.

If you're a business seller then I think you have to accept returns.

If you're a private seller then you're allowed to specify no returns (unless faulty or misdescribed etc).

At least, this was the case a few years ago when I wanted to return something and the seller refused (still bitter, because from their selling history they were definitely a business... just hadn't registered as one).

Beware that a buyer with no conscience might break the item and then claim it arrived like that, just to be able to return it. You could try stalling and asking via Ebay messages what the problem is. If they don't specify a problem at that point then they would find it hard to argue later that it arrived broken.

Reading the return policy it says that the buyer has to give a reason when requesting a refund, did they just leave it blank or did they put a reason down?

I think if they say it’s faulty you just have to go with it, from what I’ve read eBay is more buyer friendly than seller friendly sadly.

Might be worth contacting eBay directly to see where you stand?

As a private seller you don’t have to accept non fault returns BUT the buyer can easily get round this by claiming the item is faulty (no proof required), and you will be required to accept the return and pay the return postage.

Personally, I would send the buyer a politely worded message explaining that as a private seller you don’t accept returns. Apologise but advise them that they are welcome to use the wording / photos from your listing, if they wish to resell the item.

If they say it's faulty (sounds like they haven't) then you'd have to prove it wasn't faulty when you sent it - I imagine they've just changed their minds/purchased elsewhere. eBay will usually side with the buyer; I'd just accept the return and re-sell for cash on collection via Gumtree or FB.

TBH this is why I had to stop selling on Ebay. So many wankers.

I would accept the return. Because ebay always sides with buyer on this, its very likely they will refund them if they escalate and then you may not even get the item.

I just read and they said it is faulty. It most definitely isn't as it is new. I am 100% sure of that. I am worried that they may keep a part of it (if that's what they needed) or like a PP said intentionally break is to prove a point.
So I will end up losing money on paying for return postage? And risking my product being damaged by them?

Yep. eBay will side with the buyer. Always.

Sorry, cross post with you OP. Unfortunately you really have no choice but to accept the return. Sometimes eBay really fucking sucks as a seller. I've learnt the hard way too.

Don’t do it. We recently accepted a return on a gumtree item and realised too late it was missing a key part (definitely there when sold). No response to our requests to return it so we now have a useless item destined for landfill and a cross sad feeling as a bonus.

Refund less postage - so you don’t lose out. That you absolutely can do. And only on receipt of item.

Well a new product can still be defective - have they given any details as to the issue?

Unfortunately you will have to pay for the return postage, eBay may provide them with a return label at your expense.

There is a risk that she will purposely damage it, send it incomplete, or even send a completely different item/empty box! You’ll be able to report this to eBay but it’s hit and miss as to whether they will refund you.

I'd be inclined to accept the return with good grace just so you get the item back. Ebay will side with the buyer in nearly all cases unfortunately.

There is a risk that she will purposely damage it, send it incomplete, or even send a completely different item/empty box! You’ll be able to report this to eBay but it’s hit and miss as to whether they will refund you.

^ I had a buyer damage / deface an item and return it to me. I opened a case but eBay just sided with her. So frustrating. They're terrified of pushing buyers away.

You'd opened the box but not used it? Lol.
Sounds like they figured out it's a used pump. Just take it back and relist it. Buyers don't line up to pay non-refundable return postage on bulky items for no reason.

How to do you know that it has been used. Have you always used the contents of every box you have opened @WhatTiggersDoBest
It is unused. If it was used I won't be so worried about it being damaged. It is the fact that is is brand new and working that I am worried she may keep a part or damage it to prove her point.

If you have never used it you can't guarantee it isn't faulty.

I sell ladies clothes on ebay and have done for years, iv had items returned worn, ripped , smelling of perfume ect, when you receive the item back, check the item in intact and brand new as you sent it, if it is'nt you can report the buyer for misusing returns, ebay have sided with me on a number of occasions and the case is closed, it is worth trying if it comes back knackered.

@lisaW2001 thanks that's very helpful.
Do you have to provide return postage to the buyer? Also, can I offer return on just the product price or do I have to return the postage paid as well?

You have no choice but to refund in full, both product price and postage, and you also have to pay for the return. Either you accept return, and issue a pre paid label, or after 8 days ebay will issue them a label and charge you for it. If you ignore the case you run the risk ebay will refund without them having to return.

Cases like this are automated and not looked at by an actual human being, its all computerised.
You get i believe 48 hours to refund once the tracked returns label shows as delivered, or ebay will force refund for you.
IF item is returned with missing parts, you may be able to appeal ot ebay, who might decide to reimburse you themselves, but it is very, very unlikely.

Yes just to echo PP, for a faulty return you'll have to pay for the return postage too. And you'll still be charged your Final Value Fee. And you can't even leave negative feedback for buyers anymore!

eBay absolutely sucks. So many holes in the system now, it's rude with fraud.

Hopefully you'll get it back in one piece and you can re-sell elsewhere. I've been out of pocket hundreds of pounds because of CF's and fraudsters.

I used to sell cameras and camera lenses, years ago I never had an issue. Then I started getting return after return.

Buyer would purchase a brand new, boxed camera or lens from me. Receive it, use it for a week or two, then say it was faulty. It would be returned looking like shit.

Bastards would use me as a fucking free rental service and use the camera on holiday or for a special occasion and then get a refund in full. I was left with a used, battered camera worth 50% less.

Now I only accept cash on collection - no eBay, no PayPal. Just cash!

@DrizzleKicks thanks. I agree this absolutely sucks. I sent the package in a cardboard box packaged very nicely so it can reach safely. Plus I paid extra from my pocket to send tracked and signed.
Seems like I am going to lose out either ways. So disappointed ... I just wish she sends the package safely without damaging it.

Unfortunately that's the best you can hope for. It bloody sucks!

fafffaffmorefaff if your buyer has put a return in and said the item is "not as described" , if she wins the case yes you will have to pay original postage paid and the return postage (if ebay have issued a return label for buyer, you will be charged for this), its really unfair , however if you report the buyer and win case for misuse of returns, you wont have to pay a penny, you could offer partial refund, but thats up to you , hope this helps xx