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This would also apply to issues arising from SKU variants not being advertised properly in your listings. Misrepresentation of a product is prohibited on Fruugo and it is a retailers responsibility to ensure all images, descriptions, brand names, pricing and categorisation of a product are correct and correspond with the actual product that is being sold. Where the received product is not as advertised due to an issue with the listing, such as missing variants on the items listing, or the image not matching the item received, we may decide to suspend the product from the Fruugo platform and refund the customer at your expense.
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We understand that in some cases, offering the customer a partial refund may resolve the issue for the customer. We do not allow ongoing one sided negotiations, so would expect that when offering these, you make your best offer first. If this is rejected by the customer, do not continue to make counter offers. If your offer is rejected, please proceed to offer the customer a free return and refund. If you do not require the goods to be returned, then you can refund the customer to resolve the case. Where we see that you are involved in bartering with the customer, we may issue a full refund to the customer at your expenses as this behaviour is not allowed on Fruugo and this provides the customer with a poor experience.
Where these cases are escalated to Fruugo and the customer has rejected the partial offer or is not satisfied with this resolution, we may action a full refund at your expense and advise you that if you require the goods to be returned, you should provide the customer with a free returns label.
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