Refunding buyers return costs

Jh93

Hello,

I'm wondering whether anybody could help. I'm an online seller and trying work out how it works regarding returning buyers postage costs as I don't want to be ripping anybody off buy also want to protect myself.

My items are made to order, so something can only be returned if it is faulty. However, I'm sure there must be a limit on which postage method the buyer can choose as me refunding 1st Class vs. 1st Class Recorded and Signed for is quite a big difference. Buyers are likely to choose a recorded method as the item is their responsibility until it gets back to me so they will want that security. Do I have a right to say I will only refund up to a certain delivery method cost? The same applies if it is from a customer abroad. If I am having to refund the item, original delivery cost and returns postage that is a massive loss and that loss will be much more if a signed for/recorded delivery returns method is used.

Thanks for your help

hollydays

SUrely this is something you should have established before you set up.
Any tracked method would do, eg my hermes or Royal Mail second class signed for, but I guess it depends on the weights,my hermes is very cheap.

Items could be returned also if your terms and conditions are not legal.
I think you are quite naive and need to get business guidance ASAP.

waamo

Could you arrange carriage yourself? The saving may outweigh the odd return going missing. It's rare but does occasionally happen so would need to be factored in to your business.

bris

You only need to return basic postage costs, if they want to upgrade to tracked, insured etc then they need to pay the difference.

OlliesDad

You say that your goods can only be returned if faulty as they are made to order.. are they customised in anyway? If they are not customised to the customers specification then you must allow returns under the Consumer Contract Regulations for non-faulty goods too.