I have had a buyer contact me regarding an item that was sold by me.  When the item was sent it was in perfect condition BNWOT.  The buyer has contacted me stating that the item is faulty and the hem is considerably longer on one side than the other.  My terms and conditions state no returns.  The buyer is asking for refund what would you do.  The item was in perfect condition when posted, I would not sell anything I wouldnt be happy receiving.  Any help appreciated.

Personally, I'd just have done with it and give them a refund on return of item.

Any time I get contacted I always offer full refund on return of item - more often than not they keep the item.

tell them you will refund the item but not the postage costs,
carolann

Mmmm I have had this happen on one occasion. I always state if I am posting that at an extra cost I will get postage insurance and if they decline then it is at their own risk. The person in this case declined :) I refused to make a refund and in the end there was absolutely nothing worng with it he just didn't know how to use it properly :rolleyes:

Prehaps offer a refund on condition they return the item to you first. That way you get them item back so dont loose out too much.

I certainly would not refund before the item was received back again.