Return request, Reason: "Just didn't like it". Can I deduct a percentage from the refund?

[charis29]

Hello,

I started offering 30-days returns, buyer pays for return shipping about 2 weeks ago.

Today I received a return request for a hearing aids that I sold brand new in sealed box, the buyer's reason for return: "Just didn't like it", eBay automatically approved the return and I should receive them soon.
From the reason selected for the return, I assume that the package was opened and the hearing aids were used.

My questions are:

1) Will I be able to deduct a percentage from the refund, since the product package was opened and they were used?
2) Can I also deduct what I paid for the initial shipping?

Thank you.

[ebooksdiva]

You can deduct up to 50% from the refund. 

[albertabrightalberta]

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@charis29 wrote:

2) Can I also deduct what I paid for the initial shipping?

Thank you.

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In this case, you cannot deduct original shipping because you had "free shipping." 

If you charge separately for shipping, you don't have to refund original shipping, but you must have a separate shipping charge.