Are buyers allowed to open sealed items and then return them if they change their mind?

[usgamecollector]

I sold headphones where the buyer opened the new sealed package used them and then opened a return saying they tried them but didn't want them anymore.

I called eBay and they told me this was a case of "one time use" which is allowed. I have a 14 day return policy so if this is ebay's policy that's fine, but I would like to know if that really is what the official policy is or if the rep is mistaken. I thought returned items had to be in the same condition they were sent (i.e. still new and sealed, not used). 

[emerald40]

With new items you have to open them up to see if they actually work or if you like them.

You have a return policy.  So you take things back for any reason.

[penguins_dont_fly]

Are buyers allowed to open sealed items and then return them if they change their mind?

Yes

They have not been altered.  The buyer had to open the package to test them ...

If the reason for the return is "Just don't like them" ... that is remorse ... buyer pays return shipping.

Accept the return, let ebay issue the label (buyer will pay when the label is printed). Refund when you get them back.

[usgamecollector]

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@emerald40 wrote:

With new items you have to open them up to see if they actually work or if you like them.

You have a return policy.  So you take things back for any reason.

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I mean most stores have return policys but they do not accept returns of for example video games  that are opened.  Most clothing stores don't take back clothes where the tag was removed and clothes were worn. So just saying you have a return policy shouldn't automatically mean for any reason. That may be what the ebay policy is, but it's nothing that should just be assumed as being the case.

[luxe_beauty_4_less]

You have to refund.   Sorry, it's just the way it is.  I've had people USE makeup then return it saying it was unused.  There's no way to win a buyer dispute.  You'll just lose and it'll go as 'unresolved' and be a defect.  If you aren't happy, then block the buyer in your BBL.  

[missjen831]

Actually no you don’t have to accept the return if your return policy has an item condition clause. Buyers still have to return in the original condition when you have a return policy 

[sam9876]

Funny.

[bigdeals.etc]

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@usgamecollector wrote:

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I mean most stores have return policys but they do not accept returns of for example video games  that are opened.  Most clothing stores don't take back clothes where the tag was removed and clothes were worn. So just saying you have a return policy shouldn't automatically mean for any reason. That may be what the ebay policy is, but it's nothing that should just be assumed as being the case.

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Yes OP, I agree with you. The stores usually won't take back opened electronic media or clothes with tags removed for a full refund. They MIGHT do store credit or something (or even nothing at all). But ebay aren't those stores.

Do I like that answer seeing as I'm a primarily clothing seller? Heck no. But that's where we are at now. You haven't really seen the worst consequence of this policy until you've taken back a worn piece of underwear (yes I sell underwear) and had to issue a full refund and throw the underwear away.

[stuff4divas]

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@usgamecollector wrote:

I sold headphones where the buyer opened the new sealed package used them and then opened a return saying they tried them but didn't want them anymore.

I called eBay and they told me this was a case of "one time use" which is allowed. I have a 14 day return policy so if this is ebay's policy that's fine, but I would like to know if that really is what the official policy is or if the rep is mistaken. I thought returned items had to be in the same condition they were sent (i.e. still new and sealed, not used). 

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this is a copy/paste of ebay policy:

Policy overview
You must return an item in the same condition as it was received, not used or altered in any way. You must also include, in the same condition as it was received:
* All original packaging such as boxes, bags, tags, and UPCs

* Accessories such as cords and remote controls 

* Certificates, manuals, warranty, and rebate cards  

* "Free gifts" or bonus items

* All items included in a bundle

Make sure you follow these guidelines. If you don't, you may be subject to a range of actions, including limits of your buying and selling privileges and suspension of your account.

[penguins_dont_fly]

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@usgamecollector wrote:

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@emerald40 wrote:

With new items you have to open them up to see if they actually work or if you like them.

You have a return policy.  So you take things back for any reason.

---

I mean most stores have return policys but they do not accept returns of for example video games  that are opened.  Most clothing stores don't take back clothes where the tag was removed and clothes were worn. So just saying you have a return policy shouldn't automatically mean for any reason. That may be what the ebay policy is, but it's nothing that should just be assumed as being the case.

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We are talking about a pair of headphones, here. Not a sealed collectible.

We aren't talking about removing tags from clothing.

The buyer HAS to open the package to find out if they work or not, or if they are comfortable on their head, or if they have the sound quality that the buyer wants.

The buyer has not claimed that they are defective or anything ... it has been less than 14 days ...  you have a return policy and you must accept the return.

[kitschy*loot]

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@usgamecollector wrote:

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@emerald40 wrote:

With new items you have to open them up to see if they actually work or if you like them.

You have a return policy.  So you take things back for any reason.

---

I mean most stores have return policys but they do not accept returns of for example video games  that are opened.  Most clothing stores don't take back clothes where the tag was removed and clothes were worn. So just saying you have a return policy shouldn't automatically mean for any reason. That may be what the ebay policy is, but it's nothing that should just be assumed as being the case.

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How do you expect someone to test certain items if they don't open it? Do you expect them to know a sealed product works or not just by looking at it? I'm sure you don't do that when you buy things.

[coolections]

I rarely do returns at stores but on a few occasions I have. Every time I have ever returned an item, I opened prior to retuning it. Are you "sure" the buyer said he just doesn't want them anymore, or is that what your brain heard as you read the buyer's story.

[mallontown]

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@stuff4divas wrote:

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@usgamecollector wrote:

I sold headphones where the buyer opened the new sealed package used them and then opened a return saying they tried them but didn't want them anymore.

I called eBay and they told me this was a case of "one time use" which is allowed. I have a 14 day return policy so if this is ebay's policy that's fine, but I would like to know if that really is what the official policy is or if the rep is mistaken. I thought returned items had to be in the same condition they were sent (i.e. still new and sealed, not used). 

---

this is a copy/paste of ebay policy:

Policy overview
You must return an item in the same condition as it was received, not used or altered in any way. You must also include, in the same condition as it was received:
* All original packaging such as boxes, bags, tags, and UPCs

* Accessories such as cords and remote controls 

* Certificates, manuals, warranty, and rebate cards  

* "Free gifts" or bonus items

* All items included in a bundle

Make sure you follow these guidelines. If you don't, you may be subject to a range of actions, including limits of your buying and selling privileges and suspension of your account.

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The Policy overview (which is ebays clearly written rule) say not used, that means not taken out of package and tried out like a rental.

It also says return an item in the same condition as it was received. so if received in unopened package it must be returned in unopened package according to ebay policy.

there is noting in ebays policy that states 1 time use.

I would stress these points in any correspondence about a return.

Also ask the ebay rep if you can now sell the item as new, the correct answer is no you can not as an opened item does not qualify as a new item.

[stuff4divas]

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@mallontown wrote:

The Policy overview (which is ebays clearly written rule) say not used, that means not taken out of package and tried out like a rental.

It also says return an item in the same condition as it was received. so if received in unopened package it must be returned in unopened package according to ebay policy. there is noting in ebays policy that states 1 time use. I would stress these points in any correspondence about a return. Also ask the ebay rep if you can now sell the item as new, the correct answer is no you can not as an opened item does not qualify as a new item.

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All I did was post the ebay policy, I did not create it, read into it what you want, in the end, it will be dependent upon the ebay customer rep's interpretation in the decision making.

One of my person examples: I sold an expensive handbag that was still in its original sealed package, the buyer opened it, removed all the tissue wrappings, stuffings, hangtags, care cards, and 2 wks later said it was too heavy and opened a return request. I received the bag back without the wrappings, stuffings or hangtags. I called ebay about it, pointing out it was not necessary to remove hangtags to determine the bag was too heavy and that it wouldn't take 2 weeks to figure this out. They told me to ask the buyer if she had the hangtags and to try to work it out with her. Miraculously, the buyer DID have the hangtags and mailed them back to me. The bag was listed with free shipping, but I had a 20% re-stocking fee so refunded her. 

Why did I tell you this story? Because it was clear she tampered with the original packaging and STILL, the ebay rep did not see their own policy as clear cut. I just got lucky that the buyer mailed me back the hangtags. Tissue, I can replace, but not the tags.

[d-k_treasures]

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@mallontown wrote:

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@stuff4divas wrote:

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@usgamecollector wrote:

I sold headphones where the buyer opened the new sealed package used them and then opened a return saying they tried them but didn't want them anymore.

I called eBay and they told me this was a case of "one time use" which is allowed. I have a 14 day return policy so if this is ebay's policy that's fine, but I would like to know if that really is what the official policy is or if the rep is mistaken. I thought returned items had to be in the same condition they were sent (i.e. still new and sealed, not used). 

---

this is a copy/paste of ebay policy:

Policy overview
You must return an item in the same condition as it was received, not used or altered in any way. You must also include, in the same condition as it was received:
* All original packaging such as boxes, bags, tags, and UPCs

* Accessories such as cords and remote controls 

* Certificates, manuals, warranty, and rebate cards  

* "Free gifts" or bonus items

* All items included in a bundle

Make sure you follow these guidelines. If you don't, you may be subject to a range of actions, including limits of your buying and selling privileges and suspension of your account.

---

The Policy overview (which is ebays clearly written rule) say not used, that means not taken out of package and tried out like a rental.

It also says return an item in the same condition as it was received. so if received in unopened package it must be returned in unopened package according to ebay policy.

there is noting in ebays policy that states 1 time use.

I would stress these points in any correspondence about a return.

Also ask the ebay rep if you can now sell the item as new, the correct answer is no you can not as an opened item does not qualify as a new item.

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It won't matter. They never follow their policy on this.