Customer opened brand new item and used it. Now wants a refund - is this allowed?

[Deleted User]

Hi,
I sold a dental care product. It was a brand new product and the customer has opened it - then is wanting a refund as the product didn't work on her teeth (i.e. she has used it).
What should I do?

theonlywayisup

Was this ebay or somewhere else?

[Deleted User]

theonlywayisup said:

Was this ebay or somewhere else?

Yeah, this is on Ebay.

prowla

If the product is faulty or doesn't do what it says then you would only find out when you use it.

swingaloo

What was the item, were you accurate in the description. Is it really faulty or is it just that she doesn't like the result. ie- is it something like an electric toothbrush which does not work or is it perhaps some form of tooth whitener which can have mixed results?

[Deleted User]

swingaloo said:

What was the item, were you accurate in the description. Is it really faulty or is it just that she doesn't like the result. ie- is it something like an electric toothbrush which does not work or is it perhaps some form of tooth whitener which can have mixed results?

It was temporary dental filling in a sealed package. It is temporary therefore shouldn't be a permanent fix. She is saying that it keeps falling out. 
Yes, I was pretty accurate in my description. I even included temporary in the title.

theonlywayisup

Has she opened a case?

[Deleted User]

theonlywayisup said:

Has she opened a case?

No, she hasn't. Just sent me a message asking for a refund.
What are your thoughts?

theonlywayisup

holyrottweiler said:

theonlywayisup said:

Has she opened a case?

No, she hasn't. Just sent me a message asking for a refund.
What are your thoughts?

It is difficult as I do not know how you ascertain if it was faulty or not.

Ebay normally side with the buyer, but as this item has been used they may side with you if a case is opened, but are you willing to take the chance?

How much was it?

swingaloo

Are you a business seller or a private seller?    Isnt it a case with these temporary fillings that it makes a difference to how they work depending on how you prepare and actually fit/use them.

[Deleted User]

theonlywayisup said:

holyrottweiler said:

theonlywayisup said:

Has she opened a case?

No, she hasn't. Just sent me a message asking for a refund.
What are your thoughts?

It is difficult as I do not know how you ascertain if it was faulty or not.

Ebay normally side with the buyer, but as this item has been used they may side with you if a case is opened, but are you willing to take the chance?

How much was it?

Only £9. 
Definitely not faulty - it cannot be as it was completely new and it is sold by a lot of big retailers. I've used it myself and few other people used it as well. I think I'll be polite and make some enquiries about how long has she been leaving it before eating to let the cement to set in because that can make a big difference otherwise I will say no to refund.
Do you know if Ebay side with the buyer will she has to post the item back?