Do I have to exchange?

ayayay

craftmoney13 wrote: »

Thanks for your advice. Yes they were sold online via my website, this is what my t+c's say 'We really hope you will be very happy with your purchase, however if you want to return it, please re-package and return it in its original condition within 7 days of receiving it'

Im afraid that the way you've drafted this, gives customers the right to return goods for any reason, whether bespoke or not. You were therefore wrong to tell her she could not.

arcon5

Have you stopped taking orders now from your website then?

I know you say you tried to offer good customer service, it sounds pretty shoddy to me. Whether your a cottage industry or multinational, the logistics are not your customers problem - offered a refund but not an exchange of a product she likes doesn't look good from the customers perspective.
Not only that, your services don't even comply with consumer protection legislation.