Paying to return faulty goods in claims

[Kezza-C]

I made a purchase on MagicWardrobe for a cosplay for comic con. I selected the size using the measurement table provided. The size was clearly not the same to what was on the stated table as the top was too short and the trousers were massive. The arm strap was far too big, they came back to me and said accessories are one size fits all. But this you couldnt even adjust it as there was the smallest piece of velcro to fasten it. The belt didn't have a secure enough fastener on it to stop it falling off, and because it kept falling off a few of the extras on it fell off as they weren't securely glued or anything so i ended up losing them and the con. So I was having to fight with my belt all day and because of this one of my gloves split. The leg strap the fasteners on it came off as the end of the adjusters were finished properly. The button to open and close the pouch came off as it wasn't secured to the thing in anyway. I put a dispute in and they said they will give me a refund if I pay to send it back and it is the same way I was sent it. So I'm worried they will give me a partial refund as there's bits missing due to the fact that the quality was that bad and the attachments weren't secured properly. The site said that returns due to size is paid by buyer but faulty goods will be paid by them, but they are telling me to pay and if I I ordered a standard size and I should have ordered a fitted size. I'm really disappointed I have to pay to sent back good that weren't of good quality. Anything I can do as I'm worried they won't give me full refund and I'm having to pay to send back.

[kernowlass]

@Kezza-C 

https://www.paypal.com/cshelp/article/how-do-i-open-a-dispute-with-a-seller-HELP160

https://www.paypal.com/uk/legalhub/buyer-protection?locale.x=en_GB

In the event of a dispute you choose your seller and not Paypal so you need to bear in mind possible return trackable costs before you go ahead and buy from that seller / country.

Paypal state this >>
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal Buyer Protection does not entitle you to reimbursement for the return shipping costs that you may incur.

You also have the option to do a chargeback via your card issuer instead of a Paypal dispute if you funded your Paypal payment via a credit card.

[Miop62]

But under UK consumer law, the seller must pay the return costs. I was offered a partial refund which I turned down because I want a full refund for faulty goods. I escalated the claim and the seller came back offering a full refund if I return the goods - tracked - to China.

So the rules seem to suggest that this what Paypal allows even though it's not in accordance with UK law.

But also, there is no way for me to now continue a discussion - I have the option of entering tracking number for return, or nothing.

How do you get to speak to a human about this?

Thank you

[kernowlass]

@Miop62 

Paypal offers you buyer protection for non receipt of item OR item received but not as described but as per their buyer protection policy you may have to return the items back to the seller before getting a refund.

If you don't want to do that then you can use UK consumer law and take the seller to the small claims court to get your refund but its unlikely you can do this if the seller is in China !!!

Paypal does not take away your consumer rights, you still have them ''if'' you can enforce against an international seller but that is your issue and not Paypals.

You also may have the option to do a chargeback if you funded your Paypal payment with a credit card but AGAIN they have terms and conditions and won't always find in your favour especially against international sellers.

[Miop62]

Ok thank you.

I wish I had just accepted the partial refund now . There is no way to backstep is there?

Is it possible to speak to anyone from Paypal?

[kernowlass]

@Miop62 

https://www.paypal.com/cshelp/article/how-do-i-contact-paypal-customer-service--HELP378

[tonycstech]

Paypal is good/bad 50/50
they do not THINK when they decide the outcome of a case. They just close the case to make "case closed" count higher so dont get shocked if your loose all your money and your items and the case is closed in the favor of a seller.

[kernowlass]

@tonycstech 

In the instance of the original poster they closed the case because they chose not to return the item back to the seller for a refund, as per the buyer protection policy.