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Items which by their nature can not be returned are also exempt. We make it clear in our shipping & returns panel for both of our businesses that we can not accept returns for body jewellery or earrings with Purdice Jewellery and bath products for Purdice Home.
Another exception vital for internet retailers is where goods are liable to deteriorate rapidly. Fresh food goes rotten very quickly and a right to return may be of little use to retailer if food arrives in a rotten condition. One must remember that seven day refund applies to otherwise good items which purchaser simply no longer wants. This exception is therefore vital for businesses to operate profitably.
Music CDs, videos or DVDs which have been opened also can not be returned – this time for patently obvious reasons.
So what happens if goods are returned then? Let’s look at final step, step five.
So purchaser wants to return goods and there are no exceptions which restrict them being returned? The law, prospect of future business and desire to create a reputation for excellent service all compel you to make refund as effortless as possible.
The first step as e commerce retailer is to get goods back. The law ensures that purchaser has to finance safe return of goods. We strongly suggest you make this clear from start in your shipping & returns panels – we do for both our information panels for our silver jewellery and home related businesses.
Furthermore, goods must have been looked-after with a reasonable level of care and returned with care. If they are poorly packaged and damaged in transit or lost in transit you probably do not have to refund purchaser. We always recommend items are fully insured when returned.
Assuming you receive returned goods in a fit condition final step is refund.
The law requires you to refund purchaser as soon as possible and no longer than 30 days after notice of cancellation. Remember this is 30 days and not 30 working days.
You may, as retailer, deduct initial postage costs from total returned.
I know this can be quite hard to follow but I have broken it down into simple steps. In reality law enforces fairest position for everyone. It protects purchasers by allowing them to get a refund if they ask shortly after purchase. It protects retailers by providing exceptions from making a refund where items are not looked after, have gone-off or would be unsuitable for sale if returned.
It is vital to note that disputes may still arise where goods are faulty or where seven day notice is given outside of time limit by purchaser. If this is case legal action may follow so do not always think that as retailer seven day period protects you.
Either way only use this article as a guide. Always consult a lawyer before making changes to legal aspects of your website such as your terms and conditions and shipping and returns. As a guide you may view terms and conditions for Purdice Home here and for Purdice Jewellery here. If you wish to replicate any part of them please contact me first.
Ashley Shameli, the author of this article, is a director of Purdice LTD. He can be contacted through either of the Purdice websites.