Seller wants me to pay shipping to return a faulty item. Is this correct?

[khooper28]

I have received a faulty product and raised a dispute as they refused to refund. I have been given a chargeback and the seller has said to return the product which I have said I will, however they want me to pay for the return and it’s from China! Surely I don’t have to pay for the shipping cost for a faulty product? I have tried finding a way to talk to PayPal but on going to respond in the dispute page it only asks for a tracking number etc and I have until the 10th July otherwise I lose my chargeback and my dispute will be closed. I’ve looked everywhere to try and contact PayPal through different links but none are about the issue I have and end up at a dead end. Help needed please?

[kernowlass · Accepted solution]

@khooper28 

In the event of a dispute you choose your seller and not Paypal so you need to bear in mind possible return trackable costs before you go ahead and buy from that seller / country.

Paypal state this >>
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal Buyer Protection does not entitle you to reimbursement for the return shipping costs that you may incur.

You also have the option to do a chargeback via your card issuer instead of a Paypal dispute if you funded your Paypal payment via a credit card.

However if the seller is in the UK as well then you have the option to take private legal action against them in the small claims court if they refuse to refund return postage costs.

[khooper28]

Thanks for your help with this matter. I eventually got to speak to a PayPal customer service actual human  instead of a robot who also said the same as you. Sadly I can’t find the box it came in which also had a few other bits that came with it so I can’t return it anyway so will lose my £87.00 ! Will definitely make sure of my rights before ordering from anywhere again. Thanks again.