Distance selling laws and eBay.

[Handley]

The top sheet of a set arrived with a hole, making the set unusable. The company have refused to replace suggesting I use the sheet as it is or fix it.

They are unable to supply one top sheet.

They offered a part refund which I turned down as without one sheet the set doesn't fulfil needs.

A return has been offered. Company will not confirm that they will accept the return without the original packaging - so can quite see what is going to happen, return without packaging, refund declined.

Return also includes a label which I have no way of printing.

No idea what to do to resolve. I've tried, customer service is awful ( I have 100% feedback over years)

Have you raised a case with eBay? In a situation like this I'm fairly sure they would find in your favour.

Thanks, I can see that following your instructions.
Dated tomorrow, so I'll try that.

Do you have something you can safely package it in?

Whether you go through the seller or through ebay, you'll need to post it back. Is there no way at all you can print a label, at work or a friend?

The Post Office prints labels now, so you'd get a QR code when eBay sends the label to you, and the PO will print it.

Thanks for the info about the label.

I'm worried that without confirmation about the packaging, they won't accept the parcel. I've asked them, more than once to agree to this and they won't confirm.

They have been so awful to deal with, can't believe they would think it was fine to use a sheet with a hole (if that was the case, I'd be still using the sheet I had) or that I should fix it. 🤯

I believe eBay will refund you once the parcel has been posted. They’ll then get the money from the seller.
Happened to my partner, a (perfectly fine) phone was sent back even though we were in discussing with the buyer and do not agree with his reasons for the return, he returned it anyway and eBay took the money from us without us even authorising it.