Received a damaged item from Facebook Marketplace seller (Paypal Goods & Services)

dhokes

I recently bought something from a seller on Facebook Marketplace that was described as 'new and sealed'. I confirmed whether there was any damage to it and the seller said no. I've received the item and its damaged. Presumably caused by the couier, Hermes. Ideally I'd want my money back as I spent a considerable amount on it and the packaging would have been important if I were to re-sell the item. I'm glad I didn't agree to the seller's suggestion to pay 'friends and family'. I take it I have the right to a full refund? Who should be liable to pay the return postage as its quite a large parcel? I should tell the seller that I'd like a full refund and if they disagree, I should just open a case on Paypal?

cx6

repeat after me - I must not use facebook to buy things

Aylesbury_Duck

Exactly that.  You're owed a full refund upon return of the item.  Seller pays postage, ideally get them to sort a returns label so the return is done at their expense and risk.

powerful_Rogue

dhokes said:

I recently bought something from a seller on Facebook Marketplace that was described as 'new and sealed'. I confirmed whether there was any damage to it and the seller said no. I've received the item and its damaged. Presumably caused by the couier, Hermes. Ideally I'd want my money back as I spent a considerable amount on it and the packaging would have been important if I were to re-sell the item. I'm glad I didn't agree to the seller's suggestion to pay 'friends and family'. I take it I have the right to a full refund? Who should be liable to pay the return postage as its quite a large parcel? I should tell the seller that I'd like a full refund and if they disagree, I should just open a case on Paypal?

So the item wasn't damaged, just the packaging?

soolin

cx6 said:

repeat after me - I must not use facebook to buy things

Perfectly safe is using PayPal correctly . The only issue is that there is no mechanism to force the seller to pay return postage, apart from small claims, but that would apply to a great many sites. 

soolin

powerful_Rogue said:

dhokes said:

I recently bought something from a seller on Facebook Marketplace that was described as 'new and sealed'. I confirmed whether there was any damage to it and the seller said no. I've received the item and its damaged. Presumably caused by the couier, Hermes. Ideally I'd want my money back as I spent a considerable amount on it and the packaging would have been important if I were to re-sell the item. I'm glad I didn't agree to the seller's suggestion to pay 'friends and family'. I take it I have the right to a full refund? Who should be liable to pay the return postage as its quite a large parcel? I should tell the seller that I'd like a full refund and if they disagree, I should just open a case on Paypal?

So the item wasn't damaged, just the packaging?

If packaging was described as undamaged then this is a SNAD claim, I sell in collectable categories and the condition of a box can make a lot of difference to the item value - the seller is responsible even if the courier caused the issue (as we sellers know to our cost).

OP firstly sign up to the ‘returns on us’ scheme on PayPal, then ask seller for a refund. If they refuse then open an SNAD claim for damaged item received via PayPal . You have a good chance of winning, it isn’t a guaranteed win like it is on eBay but if the damage is obvious and significant then you should win. Facebook will require you to return the item , they cannot force seller to pay for return, but if you have previously signed up to the returns on us scheme then they pay up to a certain amount , from memory it is £15. 

dhokes

powerful_Rogue said:

dhokes said:

I recently bought something from a seller on Facebook Marketplace that was described as 'new and sealed'. I confirmed whether there was any damage to it and the seller said no. I've received the item and its damaged. Presumably caused by the couier, Hermes. Ideally I'd want my money back as I spent a considerable amount on it and the packaging would have been important if I were to re-sell the item. I'm glad I didn't agree to the seller's suggestion to pay 'friends and family'. I take it I have the right to a full refund? Who should be liable to pay the return postage as its quite a large parcel? I should tell the seller that I'd like a full refund and if they disagree, I should just open a case on Paypal?

So the item wasn't damaged, just the packaging?

The item's box. However, its a collector's item and the value's now dropped a far bit.