Not received return

[*Annie*]

I'm re-writing my T&C's and was thinking about what would happen in the event a customers return didn't arrive my end.

Would I still be expected to give a them the refund after so many days have passed? Or would the customer just claim through Royal Mail / mail carrier for the cost?

Legally where would my customer and I stand in this scenario?

Thanks!

 

[Hash and Bash]

What value of items are you likely to be selling?
If they are not expensive and the risk of returns is low, then I would not bother with any specific T&C. Just refund and keep the customer happy.

If you are talking about expensive items, maybe add a note regarding adequate packaging and tracked/insured returns.
Then if an item does not get returned, deduct 100% from the refund (less original basic delivery cost) as you don't have the item therefore it has been devalued 100% by the customer.
The customer can then claim the loss from his delivery company (assuming he insured it).
Similarly, If the item was damaged on return you would reduce the refund by the amount the item was devalued.