Charging the customer a 15% handling fee when returning items with damaged packaging

Q: I have a general store where I sell a variety of different items. It often happens that a customer buys something, but later on has a change of heart and wants to return the item. The problem is that he has already damaged the packaging when opening the item e.g. he tore the plastic and box. This makes it difficult for me to resell the item because customers view the torn packaging as a defect in the item. What should I do in such situations? Can I inform customers that in the case where the packaging is damaged, a full refund will not be issued, instead 15% will be deducted from the refund?

A: If the purchaser wants, he can resell it to the seller, and in the resale, the item may be sold at whatever price both agree to.

And Allah Ta'ala (الله تعالى) knows best.


Answered by:

Mufti Ebrahim Salejee (Isipingo Beach)