Right to return 'Made to Order' items

[Former_Member]

Hello, I have just had a customer request to return a 'Made to Order' item, a leather wallet, because she didn't realise the size it was, even though its dimensions were clearly shown in the description.
Her initial contact with me, prior to buying the item was about my shop's policies and about altering the item to double it's stated size.
I pointed her to my policies and let her know that making the wallet twice as large wasn't a problem, but that custom orders were non-refundable,
I sell a mixture of made to order and pre-made items, but this was a wallet in black that I didn't have pre-made as I sell very few black coloured items, so had to make especially for her.
After informing me that she wanted to return it, she also asked if I could make another for her half the size and simply swap that for the returned wallet. Again I informed her that, that would be a custom order and non-refundable.
I am based in the UK and adhere to EU distance selling regs (I think), but am confused as to whether a Made to Order item is the same as a 'Custom made' item?
Up till now I have viewed 'Custom Made' as something completely unique, entirely to the customer's specs.
Is a 'Made to Order' item exactly the same?

[Former_Member]

Forgot to say that she ended up buying the original sized wallet and not the double sized one she enquired about.

[mirrymirry]

They sound the same to me. Im guessing you wouldnt have made that wallet until the customer asked for it

[StuckOnSilver]

In my shop, all my listed items are made to order. If they can be put back in my inventory for resale, refunds are ok.

If the customer wants a piece customized with names, dates, etc. so it can't be resold to the general public I will make a custom listing and indicate that it can't be returned for a refund.

[HoneyThistle]

I think they differ in that 'made to order' is when you make it upon receiving an order, and 'custom made' is not only made to order but also customized with private details like initials, names, dates, etc. like Bev mentioned.

If she ordered an item from you that was custom made (which is what it sounds like), and doesn't appear anywhere in your shop as part of your regular line of products, then no refunds should be offered as you can't resell it. However, if she ordered any of your regular products (it looks like a lot if not all of your items are made to order), then a refund should be provided since it can be resold to someone else.

For custom made items, I always set up a listing asking for payment upfront before I start working on it. Of course this is after the customer and I hash out exactly what they want and whether it can be done, but I don't put any work into the product itself until it was paid for.

[Former_Member]

Thanks for your replies.
In retrospect, I guess I am just annoyed that she used the fact of not realising the size of the wallet as a reason to return it, irritating.
Seeing that originally she asked for a double sized version, then bought the original version and is now asking about a half size version!
I am always amazed at the questions I get asked, whose answers are clearly there, if only the customer took the time to look.
The wallet wasn't customised in any way, but it is black and I bet I'll be stuck with it.
But as they say, "The customer is always right".