Seller won't honour stated returns policy - what do I do?

[notjustamummythankyou]

I bought a dress under 'by it now' from a private seller. This seller stated a 14 day returns policy - no conditions attached.

I made a decision to buy the dress because of the returns policy - I wouldn't have taken the risk otherwise.

Unfortunately the dress isn't suitable. I know the brand well and bought a size larger than usual thinking I could take it in. However it's way too small for me and its stated size and I suspect it's shrunk (but of course can't prove that). I haven't mentioned any of this in my message to the seller as the no-condition returns policy suggested I didn't need to.

The seller has now replied and said the returns policy was 'a mistake' and she doesn't accept returns. Surely she has to honour it now? I've never experienced this before. What do I do?

if it is smaller than the size then open at item not as described case, you will have to return it and get a signature to prove but the seller will have to give you a refund.

legally' ANY buy it now has a 14 day return policy whether stated in the ad or not.

it's eBay rules.

Open a complaint and ebay will sort it.

keep ALL email conversations on the ebay messenger and stay polite & reasonable!

Thanks for your advice!

The seller has just come back to me to say that she will accept the return (bit of a snotty reply from her, but hey ho).

Here's hoping I get the refund ...

make sure you send back with proof of delivery - if you send recorded write on the front 'please obtain signature' - many posties don't bother now and without proof you won't get your refund. My Hermes or Collect + may be cheaper than RM.

Actually, I noticed all my recent new listings ( on ebay app) have been automatically set to I accept returns. I have to go and manually change them. It could have been a genuine when she said she didn't mean it to day that, but should still accept return as long as you pay return postage,

Yes, i'm definitely sending it signed for and good tip about writing 'obtain signature' on the package - hadn't thought of that.

I'm sure it was genuine mistake but, even so, she must stand by the conditions she set out in her sale. She's agreed to accept the return now and I'm happy to pay postage.

I'm still convinced that the article has shrunk as its SO much smaller than the stated size, but I don't think I'll bring that up. It's her word against mine, and the eventual outcome would be the same anyway.

Thanks again!

writing no returns is worthless tbh and not worth stating, if a buyer opens a case they can normally return for a refund.

But sandy, they wouldn't let through a case where the buyer just didn't like it or changed their mind, surely? Only if its not as described?

No, legally, any Buy it now listing is covered by distance selling law.

you are fully within your rights to return a BIN item for a refund.

cost of postage is a WHOLE other matter!

but a buyer could just lie in the case couldn't they - seller won't have a leg to stand on really. It is not worth the fight tbh.