Bought a Shoe Cabinet from eBay but Parts Don't Fit and Scratches and Dents Are Present? Refund policy?

Lkakarot123 on 04/05/2018 - 23:00

Hey guys,

I've bought many times on ebay and have never had any issues.

So I bought a shoe cabinet for my parents from an AU seller on ebay. The packages were delivered and we opened it up and tried to build it. We found out the parts didn't fit in step 1 of the instruction booklet and we thought we were just making a silly mistake so we spent an extra hour or so just making sure we didn't miss anything.

We also found out that several of the cabinet panels had some paint already peeled off.

Just wondering what my rights are? I bought this item and it was advertised has having 12 months local warranty. I ready looked on the item description page and it says if returns are requested it's a 20% restocking fee and the buyer has to pay for shipping.

I think this is quite ridiculous as I think it's an item that was faulty from out of the box?

I've messaged the seller and I'm waiting on a response.

Was wondering if anyone has any advice/tips?

Thanks guys.

General Discussion

Comments

  • pegaxs on 04/05/2018 - 23:17
    +5

    Restocking vs not fit for purchase are different. Take plenty of photos and say that the item was not as described and unusable. Jump through the ebay hoops and ask the seller to pay for postage for it’s return. Contact PayPal and inform them that it was not fit for purpose and the cost to return it is to prohibitive and costly.

    If they don’t just refund you or send out replacement parts or try to pull that 20% restocking fee garbage, just leave negative feedback to warn other users. This will affect their seller rating, drive up their seller fees and if it causes just a few less people to buy from them, it will cost them more than the 20% restocking fee…

    • kakarot123 on 05/05/2018 - 09:41

      Thanks very much for this. I opened a "Not as described" case with ebay with photos and evidence explaining why. I then opened a paypal dispute and then it closed the ebay case (as it is the same order/purchase), hopefully they respond soon.

      • Quantumcat on 05/05/2018 - 10:23

        You should have kept the ebay case because they make the seller pay for return postage but PayPal doesn't. Make sure you sign up for PayPal refunded returns (they'll refund up to $45 postage) before it tells you to return it.

        • kakarot123 on 05/05/2018 - 10:47

          Can I close the PayPal case and open up the eBay case again?

        • sa5ha on 05/05/2018 - 12:12
          +1

          @kakarot123:

          Don't close the PayPal case! Once you've done that you definitely can't reopen it and it'll make forcing a refund from the seller much harder.

        • Diji1 on 05/05/2018 - 13:50
          -2

          @sa5ha: >it'll make forcing a refund from the seller much harder.

          Closing a PayPal case doesn't remove the laws that apply to sales in Australia.

          Y'all are acting as though it's game over once PayPal's process is over but that nothing to do with the law. Some users are even down voting comments explaining how to apply it outside of eBay or PayPal.

        • kakarot123 on 05/05/2018 - 13:58

          @Diji1:

          Thanks guys.

          As I was naive and opened up a paypal dispute (after submitted an ebay case) which resulted in the ebay case being automatically closed, I guess I'll wait for a response from them. I sent them several messages through the paypal messages and ebay messages to update them and hopefully they reply soon….

        • Quantumcat on 06/05/2018 - 00:32

          @Diji1: The only way besides ebay or PayPal would be credit card chargeback, which they may deny because OP did receive something.
          And the ACL doesn't apply to someone selling a one-off thing.

    • Diji1 on 05/05/2018 - 11:44
      -4

      just leave negative feedback

      And then contact Consumer Affairs in your state who will force the seller to replace/repair/refund.

  • Ocker on 05/05/2018 - 09:25

    Just open an Item Not As Described case with EBay and you will be able to get a full refund. EBay always side with the buyer.

  • Hithere on 05/05/2018 - 09:57

    OP has closed their original eBay dispute for whatever reason and then opened a PayPal dispute. They just need to wait until PayPal make their decision.

    • kakarot123 on 05/05/2018 - 10:47
      -1

      I didn't know that opening a PayPal case would have automatically closed the existing eBay case.

      • josetann on 05/05/2018 - 12:56
        +1

        Always open an eBay case first. If that fails, then PayPal. If that fails, then credit card chargeback. If that fails….

        • kakarot123 on 05/05/2018 - 13:54

          Lesson learnt. I guess I'll see what their response is through ebay/paypal as I've sent them several messages on ebay and they haven't replied yet.

  • roundnumbersonly on 05/05/2018 - 10:44
    +3

    Usually the restocking fee only applies if you return it due to change of mind (which is understandable). But if there's a fault with the item you should be entitled to have it fixed or replaced (with a new one) at no charge to you. Take pics, keep fighting, you'll get what you want in the end.

    My wife orders tons of kids toys for her classroom and 8 times out of 10 there's something wrong with them (fake, broken, not as described) - the seller usually co-operates, often gives her a refund + doesn't request a return.

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