Am I Liable For Cost Of Return?

[Barsel]

I bought some fake colour changing candles from eBay.
They were describe as;
''Item Description:
Premium set of a flameless, colour-changing LED pillar candles made from real, ivory coloured wax for an authentic, realistic design.''
When they arrived I was shocked to see they were white plastic and really tacky. There were no screws for the battery cover and just not what I was expecting.
I started a returns procedure and they emailed me to ask if I would accept 20% off, I said no.
They have now offered me 30% off and have said this;
''If you still want to return , we will accept that. Please kindly note that for buyer do not want the item or order the wrong size and buyer need to cover the return shipping fee. Hope you could understand.''
Am I liable to pay the shipping fee when they have sent something that is not as described and contained no screws?

[rowanwitch]

It depends what was in their terms and conditions when you ordered them if it's a UK company you shouldn't be liable if the item is clearly not as described or faulty. If you just don't like them then I suspect the return could be down to you. If it's the usual UK address for something that shipped from the Far East, put it down to experience and give up. It will be a Chinese or similar country and its not worth it for small items

[Buenchico]

Under the provisions of the Consumer Rights Act 2015, you have the 'right to reject' goods that aren't 'of satisfactory quality' and/or aren't 'as described'.

Section 20(8) of the Act specifically states: "Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them".

[maggiebee]

Can you take it up with eBay? Always found the very helpful.

[THECORBYLOON]

Which? has a letter you can use, it doesn't mention the Regs but it should do the job.


https://www.which.co.uk/consumer-rights/letter/letter-to-request-a-private-seller-refunds-goods-not-as-described-aJY8I8C6xpHd

[Barsel]

Thanks for your answers.
Corby, I will definitely use that letter.
Shall I put it in the parcel when I return it?

[THECORBYLOON]

The seller might give a link to a pre-paid return that you or a shop can print off so I would send the letter before returning it.

[Barsel]

Yes, they have sent a link to what I think might be a pre paid label but I don't have a printer so a friend is printing it off for me.
How would I know if it's pre-paid?

[Barsel]

It says, Postage on account GB.

[THECORBYLOON]

It's pre-paid.

https://community.ebay.co.uk/t5/Archive-Buyer-Central/Returning-faulty-item/td-p/5364736

[Barsel]

Thanks for your help Corby. I know what I've to do now.

[AuntPG]

Go to the Ebay resolution centre and click on your item you want to return. Say you are returning because the item was 'not as described'. Ebay will then take over and if the seller does not reply within 14 dys Ebay will automatically refund you the full amount. If the seller accepts a return, ebay will send you a prepaid return label by email and charge the seller
DO NOT RETURN IT YOURSELF, wait for ebay to intervene.

[jollyroger66]

Be sure to follow APG's advice or you could lose out on a full refund

[Barsel]

APG jollyroger, as I said in my original post, I've started a returns procedure.:-)

[AuntPG]

A refund through the Customer Service procedure is different from a refund through the Resolution Centre.

[THECORBYLOON]

From eBay

"If your item didn't match the listing, or it arrived faulty or damaged

Here's how the seller may respond:

Accept your return request and offer a full refund – You'll return the item and the seller will then issue you a full refund, including the original postage cost. The seller will also pay for return postage."

The action above has begun.

[AuntPG]

The seller only has to pay for return postage if the item is not as described or faulty, unless they specify in the listing 'Free Returns'

[THECORBYLOON]

Its going back using a pre-paid label.

[AuntPG]

This is all over the place. Firstly the OP says the seller informed him that he had to pay the shipping, then he states he's been sent a prepaid label. Who issued the label? If the seller issued the label I bet its not pre-paid. If ebay issued the label then the OP must have gone through the Resolution process.

[Barsel]

APG why are you referring to me as a man?

[AuntPG]

Because I have not got the time to look on your profile for your gender and 'It' sounds impolite. Apologies.