Replacement postage obligations

[Kristen Lee]

We had a customer purchase an item from in our store in London, however they live in Bangkok. Their item has since broken and the manufacturer have agreed with us to replace them. However we are not sure about postage obligations. We have asked the manufacturer to reimburse us for postage but they are saying they are not under obligation to do so. It got us thinking about what our obligations are given the customer purchased these in store in the UK, but now would require us to post replacements to Thailand. This would be at a significant loss to us on the item.

Thanks!

 

[Mr D]

Getting them to pop in to pick up replacement costs the buyer more?

Is it simpler to refund?

 

[Kristen Lee]

Ha, yes, good point
I guess I was wondering whether legally we can ask the customer to cover postage, since the initial sale was in-store, not posted to Thailand.