How to handle returns.

[aromamarketingmiami]

Customer on 4JUL15 requested a return, reason item not as described, on 7JUL15 we accepted the return and emailed a prepaid label.Customer asked for replacement, we told him our return policy do not offer replacement just full refund.Customer said I will give you the option to get the item repaired on you in customer down the road place.We said to  him we offer just refund after you return the item to us. He did not agreed either and didn't shipped the item after 9 business days.What to do ?

[jacbarcollectibles · Accepted solution]

Do not give a refund until the item is returned to you.  There is probably nothing wrong with the item but they were hoping to get the item for free by getting a refund without sending it back.