Returns / Refunds - Frustrating issues
Discussion
Looking for some advice on this matter, we are an online sports shop. Some of the bike parts we supply are unique to certain brands, year of manufacture or brand. All of this is put on the top line of the description in capital & bold, for example 'This product is for bike XXXX, it will not work with any other model and if you need some advice please email before'.
However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
I have very similar in our motorsport parts retail so we’ve added some caveats.
For general items we offer a 14 day money back if items returned undamaged to both product and packaging at their expense.
For bespoke goods there’s no return (unless a manufacturing defect) as they’re made to order.
For safety critical such as helmets , fireproof clothing , safety belts etc we’ve been very clear they’re none returnable as we’ve no way of telling if they’re damaged or used. This stems from an occasion last year where we had Fia approved seats returned after 10 days which had obviously been fitted due to damaged on them and we believe had been used on an event !!
The retailer is completely damned if they do, damned if they don’t these days sadly.
For general items we offer a 14 day money back if items returned undamaged to both product and packaging at their expense.
For bespoke goods there’s no return (unless a manufacturing defect) as they’re made to order.
For safety critical such as helmets , fireproof clothing , safety belts etc we’ve been very clear they’re none returnable as we’ve no way of telling if they’re damaged or used. This stems from an occasion last year where we had Fia approved seats returned after 10 days which had obviously been fitted due to damaged on them and we believe had been used on an event !!
The retailer is completely damned if they do, damned if they don’t these days sadly.
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