who pays return shipping for defect item?

[EleanorsVintage]

I know we are not supposed to discuss specific transactions here, so I'll try to keep this as general as I can. I got a purchase yesterday, and it doesn't work. Contacted the seller immediately, and she got back today saying I should return, she would refund purchase price. Shipping on this was $17, and I am going to verify that she is returning that, too. But what about what I now have to pay? This is a major disappointment for me, part of my celebration of Christmas, that is now not going to happen. Should I demand she pays for return shipping too? This is a small, relatively new seller, and I feel for her, but I don't really feel like losing money on top of my disappointment.
Advice much appreciated...

[PICFiberArts]

If it doesn't work and you recieved it broken then as a seller myself I would refund shipping back to me. Also I would offer an exchange or a new one to you at no extra charge. I would write and ask if I would be refunded for return of the purchase since you recieved something that does not work.

[PiecesOfMePaperCraft]

If the item was damaged or defective when you received it, the seller should reimburse you for return shipping. You shouldn't be penalized for something that's not your fault. It's a bummer for the seller but it's a risk we take when selling online.

[ChantelandMe]

I think she should be responsible for your purchase price and the initial shipping. I think the buyer is typically responsible for return shipping. You could very nicely ask her if she would pay it, but maybe not get your hopes up. Is there a way for you to return it cheaper than the original $17?

[ChantelandMe]

Just read the other responses that were faster than me :-) What about the buyers 'risk' of purchasing online?

[EleanorsVintage]

Thanks everyone so far. i am holding out on my reply to her for a little while, seeing what you all have to say.
Maybe I should add : these are new items, they did not get damaged in transport, they simply don't work.

And yes, I can and will definitely ship back cheaper!

[ChantelandMe]

I'm definitely keeping an eye on this thread, thank you for asking the question.

[QuirkyUniverse]

If the item is defective then the the seller is responsible for all the shipping, end of story.

If the buyer just changes their mind that is a different story and they should pay shipping to return.

[CrazieHappy]

There's something wrong with it and it's unusable: definitely the seller's responsibility.
Judy said it perfectly.

[PiecesOfMePaperCraft]

Laura from ChantelandMe
What about the buyers 'risk' of purchasing online?

There should be no risk on a buyer's part. A buyer expects exactly what's described when they purchase online. The majority of online retailers cover return shipping costs on damaged or defective items. Etsy sellers should hold themselves to the same standards. Knock on wood, it's never happened to me. But if a buyer contacted me about a damaged item or something falls apart when they get it, I would absolutely refund in full including the cost of return shipping.

[SageNThymeDesigns]

It depends on the shop policies. If the shop says something like "refunds for purchase price only" or "All shipping costs are non-refundable" then that seems pretty clear to me. I know that larger stores like Amazaon will give you a return shipping label if there's a problem, but most of us on Etsy are hardly in that position.

I've had several people return items and not one has ever asked for me to pay for their return shipping and I don't refund the shipping cost unless there's a problem on my part (which has yet to happen). My policies are pretty clear, but I reserve the right to override my own policies should the need arise (and it has).

[CatherineMarissa]

As a seller, I'd refund ALL expenses.

[Former_Member]

I agree with what Joanne stated.

Good luck.

[EleanorsVintage]

Joanne - good point about policies. I hadn't checked, and sure enough it says 'return shipping is on buyer'. But of course, that might well mean someone changes their mind. No seller would seriously say "and if my items don't work, I'll pay for everything'. She says this has never happened before, and I believe her.
It is my feeling that i am not responsible for the shipping, but in the spirit of Christmas, I think I'll offer to split it, and see what she says...
I don't think anyone checks shop policies with the idea of defective merchandise in mind, but I just shopped around for some kind of replacement, and two shops had NO policies whatsoever...not a good policy, in my mind!

[Beaderbeads]

For me I have insurance on my vintage items or anything that runs over a certain amount of money. Of course that never includes shipping. I would refund monies including S&H fees. $17.00 S&H must have been pretty heavy.


I'm glad I deal in small & light weight items.

[StuckOnSilver]

Regardless of "policies" the seller in this situation needs to pay for all costs to the buyer.

[PiecesOfMePaperCraft]

I stand by my opinion that a buyer should not have to pay the shipping costs to return a defective item, regardless of what the shop policies say. If I knew that a shop owner wasn't flexible enough to deal with problems on a case by case basis, I would avoid buying from them.

[Sidrun111]

I agree - seller should pay all shipping costs. That is also what the law says in most countries - seller will have to cover all the costs of returning or replacing the defective item and it doesn't matter what her policies say.

[Former_Member]

I've had to deal with this situation in my vintage shop before, where to cost of return shipping would be astronomical for either me or the buyer, so we split the cost 50/50 since neither of us were at fault.

If someone wanted a return because they didn't like it/want it anymore, though, they would be responsible for return shipping.