no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it You have to offer a refund for certain items only if they’re faulty, such as: You have now incorporated this item into your home. But the item is wrong and I have looked into this further. If however you ordered something, were billed for it and a second one arrived and you weren’t billed you need to make whoever sent it aware of the mistake. Be aware that you may get hit with a restocking fee if the item is damaged due to misuse, missing parts, or unauthorized tampering. Choose how to process your return. On this occasion I reckon esqui is wrong. They have offered to refund the postage costs once I've sent it back but to me that just means more hassle, emailing them my paypal etc. However, if the buyer bought the wrong item I would do a refund but they would have to pay the return shipping themselves. To return an item you ordered: Go to Your Orders to display your recent orders. For example, where you're sent something else because what you ordered is out of stock or no longer available. If I had sent the buyer the wrong item and it was my mistake I would refund the buyer the return P&P costs because its not the buyer fault I sent them the wrong item. Although you have no legal obligation to notify the seller, you may write the seller and offer to return the merchandise, provided the seller pays for shipping and handling. A. A. The law states that you do not have to return an UNSOLICITED item. If the reason for the return is a defective product, incorrect description, or wrong item sent, you will not have to pay the return shipping fees. Wrong item sent is often used for a return reason. Very unprofessional in my opinion. If you do not want the substitute when it arrives, you can get a refund but you must also be prepared to return the goods. Have it returned, then issue a refund appropriately for seller fault or buyer fault. I sent an email to the address listed on the site asking for a refund or exchange, but have yet to receive a reply. Is there any merchandise that may be sent legally without my consent? If applicable, select to issue a refund or replacement. Select the item you want to return, and select an option from the Reason for return menu. It is entirely the store's fault. I ordered a pair of trainers and was sent a completely different pair, I emailed the company to let them know I had received the wrong item, they replied that the ones I wanted were out of stock and they sent me the newest model and all shipping charges to return I will have to pay which will be expensive. In some cases they may just let you keep it. Because the engine codes are the same, they think the gearbox is the same and it simply is not! Samscosmetics 2019-01-27 06:13:31 UTC #11. Choose the order and select Return or Replace Items. I was wondering what your rights are as a consumer when something like this happens? To return a gift, see Return a Gift. Q. You do not have to accept a substitute and the trader can only send you a substitute if you agree to it. The odds are this would negate any money they would recoup. I agree with you this is what I do it works fine:) As I have tried sending a prepaid label and they dont use it lol. Yes. They picked the wrong item and have only realised afterwards. I have had a similar situation before where the seller has let me keep the incorrect item by way of an apology and of maintaining their reputation / ensuring return custom. If you were to return it you should ensure you charge them for all of your time and costs incurred. I have the part number that is need for my car and they give the part number for a VW Golf clutch. This is to protect you from unscrupulous people. 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