Amazon - Refund shipping?

[a1anm]

If you sell a product on Amazon for say £100 plus £10 shipping and the customer returns it are you required to refund them £110 or just the £100 for the price of the product?

We have always refunded the full amount including the original shipping cost however I just wondered if this was required.

 

[eTray Sales]

In general the distance selling regulations say that you must refund the shipping charge. There are some exceptions and variations. Details here:

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf

 

[smo]

You should be refunding the original outgoing shipping cost too, you can get out of paying return P&P with correctly worded terms and conditions.

 

[AMCPhoto]

If it's a "change of mind" return you shouldn't have to refund the postage costs. However, you do need to have this stated in your T&Cs.

 

[eTray Sales]

I have never had to point this out to a customer, but this doesn't apply to goods that are custom made. Unless, of course, they are damaged or faulty. In which case you are liable for costs both ways.

It makes those YouTube videos of couriers "processing" parcels even more scary.