Do I have to return goods?

[danny30]

Hi all,I just wanted some advice on the return of goods. Basically I sold 7 items on our online retail shop. The customer bought them for one of his customers but I received a message today from the customer saying that they would like to return the item as their customer doesn't like the products.

It is within the 7 working day period that I think means it falls under the distant selling regulations however the following points apply.

- On our site is says that we cannot accept returns on items if 3 or more of the same item is purchased.

- It was one of our more expensive products which we had to order in especially to complete the order and we will now be left with the items if they are returned.

Do these matter or do I simply have no choice but to return the items?

Thanks, Dan.

 

[Anonymouse72]

so this was a business2business transaction?

 

[finleydesign]

I'm afraid as far as I understand you have very little rights to not accept the return of the goods, also not sure unless you know different that the 3 item or more is actually legal

 

[Food From Cyprus]

Try posting this in the 'Legal' section. You might get a more detailed reply there.

 

[Chris Ashdown]

Your customer was onward selling so they should be considered a business and the dsr do not apply, but you need to carefully clarify your customers position

A business customer is thought to be savy enough to understand what they are buying

 

[danny30]

Hi, thanks for your replies. It looks like a business transaction. The customer originally ordered 6 gold plated items and his email address was gold-----ltd (don't want to give full company name). Then I received an email today which said the following:

"Recently I've ordered 6 cufflinks, unfortunally customer didn't like it, therefore I'm returning by registered post"

This shows that he bought it for one of his customers who was not happy with the items I think.

 

[wayzgoose]

Unless you've supplied this customer before and allowed returns, I would say he's let the cat out of the bag by saying "customer wasn't happy". It's therefore B2B and you don't have to accept them. It would help if your Terms and Conditions covered this particular scenario.

 

[Ste Hughes]

If thats the exact language he used then he has shot himself in the foot and you don't have to accept any returns. But be prepared that he may drag this out and could even spoil your name out of spite in the process.

 

[danny30]

Okay, Thanks for all your help. I will write to the customer and maybe offer him a partial refund for 3 of the items. I'll let him return the items that are not too difficult to resell. I would like to offer what I can to continue and maintain our company image.

 

[ecoleman]

Firstly this is a B2B transaction so strictly speaking the DSR does not apply. However you need a separate sections in your terms and conditions to deal with this, or separate terms all together covering B2B transactions.

As for you terms saying that you will not accept returns of more than three items. That is illegal. A customer can return as many items as they like.