Returns and refund law

soolin

Cheillie2020 said:

Another question, sorry. 

So if we determine that the product has been used, for example a colouring book and it’s been drawn in…where do we stand with that. Do we have to offer a refund? 

Something that’s clearly been used, and then returned within 14 days. What about that scenario. 

As per a previous suggestion if you want an accurate answer then you need to seek professional advice . Setting up a business isn’t cheap and you need to factor is the costs of getting professional advice, both on matters concerning buyers rights and your responsibilities, and also about finance. 

Basically though if you are selling remotely then you need to factor in the cost of returns when doing your business plan. There is no set percentage for this, different goods have different return rates and for example clothes would be likely to result in a higher rate of returns that many other goods as people often buy more than one size or style, keep what they want and return the rest. 

Just make sure that you get your toys professionally tested and rated before you even consider selling, I assume you have already read and dealt with this https://www.gov.uk/government/publications/toys-safety-regulations-2011/toys-safety-regulations-2011-great-britain#:~:text=These%20must%20be%20marked%20in,use%20which%20accompany%20the%20toy.

MobileSaver

Cheillie2020 said:

And, as a counter question to this, if I’m not obligated to give a refund for something they simply don’t want anymore and have opened packaging etc…if the item was faulty can I offer them an exchange only, and not a refund….just thinking someone could easily see damage the product to get a refund.

@tightauldgit has covered the "change of mind" scenarios; basically yes you have to refund your customers in full if they've simply opened the box to inspect the toys (but the customer may have to pay the postage to return the item to you.)

Similarly, if any item is genuinely faulty then yes you must refund your customers if they ask and can only exchange with their agreement. If you have proof that they deliberately damaged the item then you could refuse a refund but even then it may be more prudent to refund rather than lose time, money and PR by arguing with the customer.