5. Condition of Returned Products
You may inspect an eligible product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
If the product has been handled beyond what is necessary for such inspection and this has reduced its value, we may be entitled to deduct the corresponding loss in value from the amount refunded.
EU rules expressly allow a trader to claim compensation for diminished value resulting from handling beyond what would reasonably be required to inspect the product.
Returned products should therefore, where reasonably possible, be:
- unused;
- undamaged;
- complete;
- returned with their accessories; and
- safely packaged for transport.
The absence of original packaging does not by itself remove a statutory right of withdrawal where such a right exists, although damage or loss in value caused by improper handling may affect the refundable amount.