Paypal item not as described, they want me to pay for the return postage!

Markp1984

Hi, i bought a substantial amount of material from a crafts company, 20kg, I'm a regular customer and always been happy, however the material has notably changed without any notice or clue on their site.
I contacted the company, waited a few days without reply, escalated to a PayPal case, still no reply, so escalated to dispute for the item not as described. The seller replied to paypal a few days ago, I don't get to see their reply. 

Today paypal decided that I may have a refund, I just need to send it back and provide PayPal with the tracking. I'm happy with this, except PayPal have written as the terms "The item(s) must be in the same condition as when you received them and you're responsible for any costs associated with the return", as a consumer who's recieved items not as described I can't understand this. The 2 boxes will weigh over 10kg each, it's going to be a fortune!

I've used PayPal for 15 to 20 years and never asked for anything refunding, but I'm so disappointed in them, is this really the case that i pay? 

sheramber

In what way is it not as described rather than not what you expected?

Isthisforreal99

Does buying a 'substantial amount' indicate it is for business use?

Markp1984

No, it's personal use. I just buy in a good amount of it. It has changed radically, from a fine powder (it's a sort of powder-nothing dodgy! Just to mix in with my resin crafts to give a certain shiny finish ) to a very coarse granulated mixture that is useless to me. 

sheramber

Markp1984 said:

No, it's personal use. I just buy in a good amount of it. It has changed radically, from a fine powder (it's a sort of powder-nothing dodgy! Just to mix in with my resin crafts to give a certain shiny finish ) to a very coarse granulated mixture that is useless to me. 

Buy what was it described as a fine powder? 

 No use to you does not mean not as described.

PayPal are treating it as a change of mind. 

Markp1984

Hi in the description on the sellers site it's described twice as a "fine powder". 

born_again

Markp1984 said:

Hi, i bought a substantial amount of material from a crafts company, 20kg, I'm a regular customer and always been happy, however the material has notably changed without any notice or clue on their site.
I contacted the company, waited a few days without reply, escalated to a PayPal case, still no reply, so escalated to dispute for the item not as described. The seller replied to paypal a few days ago, I don't get to see their reply. 

Today paypal decided that I may have a refund, I just need to send it back and provide PayPal with the tracking. I'm happy with this, except PayPal have written as the terms "The item(s) must be in the same condition as when you received them and you're responsible for any costs associated with the return", as a consumer who's recieved items not as described I can't understand this. The 2 boxes will weigh over 10kg each, it's going to be a fortune!

I've used PayPal for 15 to 20 years and never asked for anything refunding, but I'm so disappointed in them, is this really the case that i pay? 

Makes no difference.
Rules say you have to pay, you have to pay,

What do you class as a few days for retailer to reply?

Markp1984

I waited 3 days for a reply from seller, nothing, so raised it with pp who contacted them, and still nothing after the 5 day deadline paypal impose so raised it again to a dispute. 
Why doesn't this apply though? https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

The pictures in the site are of the old product (even the packaging has radically changed) and as I say the description isn't correct either. I've sent photos of both the site pictures and my pictures and they're clearly very different. 

Okell

Have you clearly made the point that the product is not as described, therefore does not conform to contract under the Consumer Rights Act 2015, and so the seller must pay return postage?

Or have you simply said you want to return it?

the_lunatic_is_in_my_head

OP Paypal buyer protection is in addition to consumer rights so can have their own terms.

Retailer should cover the cost of return if the goods aren't as described but to enforce this you'd have to chase the retailer rather than Paypal. Pointing out the below might help:

https://www.legislation.gov.uk/ukpga/2015/15/section/20

(8)Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.

powerful_Rogue

Markp1984 said:

Hi, i bought a substantial amount of material from a crafts company, 20kg, I'm a regular customer and always been happy, however the material has notably changed without any notice or clue on their site.
I contacted the company, waited a few days without reply, escalated to a PayPal case, still no reply, so escalated to dispute for the item not as described. The seller replied to paypal a few days ago, I don't get to see their reply. 

Today paypal decided that I may have a refund, I just need to send it back and provide PayPal with the tracking. I'm happy with this, except PayPal have written as the terms "The item(s) must be in the same condition as when you received them and you're responsible for any costs associated with the return", as a consumer who's recieved items not as described I can't understand this. The 2 boxes will weigh over 10kg each, it's going to be a fortune!

I've used PayPal for 15 to 20 years and never asked for anything refunding, but I'm so disappointed in them, is this really the case that i pay? 

You're not claiming your consumer rights against the retailer though. You're using paypal's dispute program, which doesn't have to follow the same process as the consumer rights act.