Broken Christmas present (for 3 yo DS) - how to negotiate sending it back

[herecomesthsun]

This is a toy piano which was advertised as being in perfect working order. It arrived with keys sticking/ out of tune/ not playing. I sent a polite email to the seller about this and had a conversation with her last night. She was adamant that it was in perfect working order when it left her (but it certainly isn't now).

She suggested that we took it apart and tried to mend it and I said, well, we know nothing about mending musical instruments and did not feel competent to do this.

She asked me what I would like to happen and I suggested that she refunded me the money and arranged a courier to collect the item. She was not immediately agreeing to this and I said quite gently that I thought Ebay would support this given that the item was not as described (in perfect working order and with a design that did not need to be tuned). She got quite emotional and said that I was being very aggressive.

She agreed to the refund and the courier but is now saying that I need to organise the courier. She is also keen for me to re-use the packaging she used but I am wondering whether the damage might have been caused by inappropriate packaging in the first place.

Any advice?

If she arranges the courier and does not refund then you have no leg to stand on with PayPal/eBay. If you filed a dispute for item not as described which is your right to do you return at YOUR own expense trackable, the signature has to be viewable online.

Why don't you use Connect Plus - £4 for a 2kg parcel to send back and you will get online proof of delivery. You can drop off the parcel then and no need to wait for courier to arrive.

www.collectplus.co.uk/send?gclid=CMj2teaFh60CFVBlfAodYz8fRw

The seller should refund your return postage costs but you will get all of your original payment back, even if it does mean opening a dispute

I wouldn't advise taking it apart, once you have done that I am sure it means you have legally accepted the item

I meant Collect Plus - sorry

she does not have to refund until the item has arrived back. i am sure you would post back but unfortunately many people would accept refund and then not post back. Arrange courier yourself as that way tyou have proof of delivery and use collect + as fergoose says they are cheap and fine, would not use them for china or glass but for a toy they are fine.

if not as described she ought to pay return postage but unless business seller does not have to, if you open dispute you will only get original postage and price of toy back return will be at your expense, even if ebay finds in your favour which it almost certainly will

The courier has to show online tracking, however for a return you do not have to prove it was signed for only that attempted delivery was made.

you could repack it using the original materials, and then put it in a larger box to prevent claims that it was damaged on its weay back.