Problem with Ebay sale - buyer broke 2 items!

jeremy.fisher_2

I sold 2 pairs of kids headphones on Ebay before Christmas, now buyer is saying they both broke in the same place.
What do I do?! I have sold 60+ of these same headphones and no one else has reported an issue.

As a business seller am I obliged to refund this buyer? they are for sale on Amazon and in many shops such as Argos, I just don't think there is anything wrong with them and I am thinking her child/children has misused them...

Can she force a return as SNAD or such like?

If it was 1 pair of headphones I would be inclined to refund but 2?!

jeremy.fisher_2

Anyone?
I am really unhappy about rolling over on this one.

mrcol1000

Ask them to return both for a full refund. It is all you can do. They might not bother. They could be genuine. They could be heavy handed. They might have been the dodgy two in the batch. You can not just ignore your responsibilities as a business seller. Make sure you block them so you don't have to deal with them again.

jeremy.fisher_2

The buyer sent me a photo, apparently both were broken by her 6 year old son.
So my only option is to refund?

Collabora

jeremy.fisher wrote: »

The buyer sent me a photo, apparently both were broken by her 6 year old son.
So my only option is to refund?

If she says her son broke them, then that's misuse, so you don't need to refund as long as you have it in writing that she admitted her son broke them

Horseunderwater

I agree with last poster. Keep a copy of this somewhere safe & tell her no refund.

bxboards

jeremy.fisher wrote: »

The buyer sent me a photo, apparently both were broken by her 6 year old son.
So my only option is to refund?

I would not refund, as while most manufacturers offer warranty, warrenties do not cover mis-use or damage caused by end user abuse, rather than manufacturing defect.

If the buyer pushes for a refund, I would ask her to send one back so you can send it to your supplier for inspection.

As a business seller you are required to accept Returns, but you are not required to refund if a customer has damaged an item.

The buyer is just trying in on - her kid has broken it, accidentially. If your supplier says this is accidental damage then you have no duty to refund at all. If there is a structural weakness to this, then refund by all means, but nothing in the regs says you need to refund for customer damaged items.

pinkshoes

jeremy.fisher wrote: »

The buyer sent me a photo, apparently both were broken by her 6 year old son.
So my only option is to refund?

My 4 year old used my new headphones as a dog and took them for a walk by the lead. Grrrrr.

kids break headphones. I very much doubt they are faulty.

I would try standing your ground and say you do not refund when a child has broken them.

They weren't kids headphones though were they??

RainbowDrops

pinkshoes wrote: »

They weren't kids headphones though were they??

1st post suggests they were:

jeremy.fisher wrote: »

I sold 2 pairs of kids headphones on Ebay before Christmas

jeremy.fisher_2

pinkshoes wrote: »

My 4 year old used my new headphones as a dog and took them for a walk by the lead. Grrrrr.

kids break headphones. I very much doubt they are faulty.

I would try standing your ground and say you do not refund when a child has broken them.

They weren't kids headphones though were they??

They are kids headphones although it says 'this is not a toy' on the box, they are all Disney/Barbie/Despicable me themed.
Manufacturers warranty 2 years apparently.
I knew I should have stayed away from electronics!

campdave

If I drive my new car into a tree, I can't make a claim under the warranty.

Ask for them to be returned, and send them to your supplier so they can check if it's a design fault or misuse from the buyer.