In the EU the buyer may withdraw within 14 days without giving reasons and you refund within another 14; you can make them pay return shipping if you say so before purchase. With that clear, what decides your margin is the process: how it comes in, who inspects it and how fast it sells again.
Published · Vialog Fulfillment
The buyer requests the return from your site or writes to you; gets a return label or instructions; the parcel reaches the warehouse and is matched to the original order; it is inspected with photos; you decide (or your rules decide) whether it goes back to stock; the refund is issued. Every step dated, to meet deadlines.
Loss of value from use beyond trying the product, with evidence. That is why photos of the condition on receipt are not a detail: they are what lets you decide and justify.
Made-to-measure or personalised goods, goods that deteriorate quickly, items sealed for health or hygiene reasons once unsealed, and unsealed recordings or software, among other exceptions in the law. If you sell any of them, state it clearly before purchase, on the product page and in your terms.
Yes: you can withhold the refund until you receive the item or until the buyer shows proof of having sent it, whichever comes first. That is why the return should be received, matched to the order and checked with photos as soon as it arrives: every day it spends in an unopened box is a day less of your deadline.
Yes, the original delivery cost up to the cheapest standard option you offered; if the buyer chose a more expensive express delivery, the difference is not refundable. Return shipping can be charged to them, provided you told them before purchase. Check that your terms say both things.
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