Return laws for customised goods sold online?

[Mr. R]

Hi all,

Not sure if this is legal or e-commerce or general, so I'm sorry if this is in the wrong bit.

What are the laws surrounding selling goods online (I'm in the UK), specifically what laws/requirements a returns policy needs to account for for customised/bespoke goods (in my case, printed T-shirts done to each customer's specs)?

Returned goods of this nature cannot be resold (as they are customised for someone else), so dishonest customers claiming refunds on my product after they have had their use out of them is a potentially massive vulnerability to my business.

Any help would be massively appreciated.

 

[kkfcXHzmCc]

A lot of companies do this with no returns UNLESS it is a fault of yours; bad printing, ripped t-shirt etc. on arrival.

 

[Mr. R]

I see, great answer, thanks.

What is the legal requirement as far as customers rights to refunds/returning go?

 

[obscure]

Distance selling returns regulations don't apply in the case of bespoke items. But they must actually be bespoke.

If you sell t-shirts in a range of colours and a range of designs and the customer just selects the colour/design it isn't bespoke.

If you print the customers company logo or something similarly unique then it would be bespoke.

 

[Socio South West]

There is a good readable summary at: https://www.businesscompanion.info/en/quick-guides/distance-sales/consumer-contracts-distance-sales
See the 'Rights to Cancel' section.

 

[Engage Legal]

In the first instance the policy governing returns will be the contract of sale with the purchaser.

Also note the terms implied by law under the Sale of Goods Act - fitness for purpose, free from defects, durability etc.

 

[kkfcXHzmCc]

The following do not have a right to cancel/return:

• the supply of goods that are made to the customer's specification or are personalised - for example, a made-to-measure suit or pair of curtains, or a gift that has the recipient's name engraved on it. However, this exemption does not apply to items made to a customer's specification simply by combining stock items - for example, a computer put together from stocked parts or a car ordered from a fixed menu of items

Except of course if it is definitely your fault.

 

[Chris Ashdown]

But and a bib but with clothing is the returns after misuse, like
Wear once for the night out split the hem deliberately and return
Test with makeup on and leave marks around the collar and return
Return with a strong odor from the garment which was not there at dispatch to them
Wrong size
Wrong Size
Wrong size
Wrong colour red
Wrong colour black
Screwed up with none of the original packaging
Does not match my lipstick/ shoes/ handbag

Its fun selling clothing and to sell ladieswear, you need to be able to take abuse without causing offence every day, whilst putting up with everything you sell being wrong to 75% of the ladies population and dealing with a large number of dishonest customers

Just my opinion