Return of damaged item where damage not noticed until Installation?

[uturnwalks]

Is it reasonable to expect a full refund if I return a faucet sold as new and unused "open box" item after I notice a small scratch on the front of the spout (down the bare steel on a champagne bronze spout) DURING the installation?  Also revealed during installation was that the right water handle and left handle move with different levels of resistance, one opens easily and the other requires some effort, which makes the whole expensive faucet situation appear like a cheap faucet. All defects discovered without hooking the faucet up to any water valves yet. All of the parts have been removed from their packaging, and the handles and defective spout have been screwed into the sink slots, but none of the parts have been gummed up with plumbers putty or silicone.  But this means the seller cannot resell this as "new" again since the gaskets packages have been opened, but I don't believe he should have sold it to me as "new, open box" in the first place.  Thank for any input.

[lamber9347 · Accepted solution]

@uturnwalks You have purchased an item on a platform that offers a money back guarantee so you have nothing to worry about. Just follow the procedures for a return. Go to your purchase history and select the item. Mark it as item not as described, which is the option you need to select and it wasn't so it's correct. You only get one chance at opening a return case so take your time and choose this option. Seller will have to send you a return label and then all you have to do is print the return label and ship it back before the time period ends. Very simple and you will receive a full refund. It's not your concern whether the seller can re-sell this or not, you have a guarantee. Best of luck to you....

[mtgraves7984]

It all depends on the seller and the seller's Returns policy, and the transaction date. What was the item number?

Edit: If the seller offers Free Returns or if the seller is TRS with 30-Day Returns... the refund could be reduced. (You might have to appeal less than 100% refund.) Also, are you within eBay's 30-day MBG?

[uturnwalks]

This listing says "no returns" but is sold as “Open Box, but Item Appears to be Brand New and Never Installed! Parts are Factory Sealed!” - I just received it 2 days ago and started to install it yesterday and noticed the flaws. I will try eBay's money-back guarantee program. Thanks.

[uturnwalks]

Thank you for the replay, I will try eBay's money back guarantee. The seller has a no return policy and won't respond to my messages. Thanks for the advice.

[mtgraves7984]

---

@uturnwalks wrote:

Thank you for the replay, I will try eBay's money back guarantee. The seller has a no return policy and won't respond to my messages. Thanks for the advice.

---

@uturnwalks 

Yes... @lamber9347's advice is sound and swift. I would expect a full refund, as the MBG trumps 'No Returns'.

My 'appeal' concern was for only if your refund goes South... even partially South. Pardon me, I think in flow charts... 🤔

[lamber9347]

---

@uturnwalks wrote:

Thank you for the replay, I will try eBay's money back guarantee. The seller has a no return policy and won't respond to my messages. Thanks for the advice.

---

Don't get into any back and forth with the seller, they have no options here. This platform offers you a guarantee and you are simply using it. Any further messages from the seller will only lead downhill. Come back to this thread if you run into any issues and we'll help you out. You'll be fine though....

[uturnwalks]

Thanks, I will do that. I feel bad for the seller, who has 100% positive feedback.

[lady_madonna]

@uturnwalks 

>>> I notice a small scratch on the front of the spout (down the bare steel on a champagne bronze spout) DURING the installation?<<<

Wouldn't the small scratch have been noticeable when you took it out of the box and inspected it BEFORE starting the installation process? Could the scratch have happened during the partial installation process?

The seller may be qualified to deduct a certain percentage from your refund due to the item not being in the same condition it was in when it was received by you. The item was partially installed, according to your post, just not hooked up to the water lines yet.

>>>Also revealed during installation was that the right water handle and left handle move with different levels of resistance, one opens easily and the other requires some effort,<<<

Read about partial refunds here:

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115#sect...