Refunds

Q: I humbly request your guidance and a detailed, evidence-based response regarding the following scenario: 

Our business sells pharmaceutical machines and occasionally encounters defective units. When a unit is defective, we explicitly inform potential buyers of the defect, share photos of it, and sell the machine at a discounted price. Despite being made aware of the defect, some clients later refuse to pay, citing the defect as the cause. Additionally, we sell various other electronic items through our online store. 

In light of this, we request clarification on the following points: 

1. Seller’s Obligation to Accept Returns: If the buyer refuses to pay or wants to return the machine on the basis of a disclosed defect, is the seller Islamically obliged to accept the return and refund the buyer? 

2. Application of Khiyar-ur-Ruyah: Does khiyar-ur-ruyah (the option to inspect goods before finalizing a sale) apply to pharmaceutical machines sold with clearly disclosed defects? 

3. Khiyar-ur-Ruyah in Online Sales: Does khiyar-ur-ruyah generally extend to products purchased online, where the buyer may only see images rather than physically inspecting the item prior to purchase? 

Q: I would like to find out with regards to refunds. 

If a customer purchases 500 bricks and it is loaded with a forklift/hand. When the customers returns the goods, it requires manual labor to offload and palletize. 

Please advise, would it be permissible to charge an offloading fee?

Q: If I go to a shop and ask for a refund, if the shop doesn't give me the money back but rather allows me to take something to that value, is it permissible? Please explain.

Q: Is it Islamically permissible to:

1. To charge a general 15% handling fee for all returns for admin & transportation costs. Example, the seller is in Durban and the buyer is in Johannesburg or Cape Town. The seller incurred admin & transport costs to get the goods delivered & will incur costs to get the goods returned. There could be various reasons for the returns - incorrect goods supplied, excess stock bought, damaged goods received, buyer cannot sell the goods etc. 

2. If there is a price dispute between the seller & the buyer for goods supplied, can the seller write off the disputed amount as a donation? 

Note: The sales rep quoted the buyer a price and the admin office charged a higher price. When the buyer received the invoice, he queried the price & refused to make payment until he is charged the quoted price.

Q: I have ordered online. The courier delivered the item to the security or maid. I then asked the sender where is my items as it was not delivered to me and the proof of delivery has the maid or security name. They then offered a refund or replacement. I did this a few times with a few companies. I wanted to know if this is haraam

Q: If a person sells a certain item and a discount was given to the customer and thereafter the customer wants to exchange the item or be refunded for it, will it be permissible to subtract the discount given (proportionally)? If the discount is not reversed will it be regarded as interest?

Q: I have done an agreement for sale of property with a person and got X amount as advance payment. Remaining have to paid within 3 months. There was a clause in the agreement that if the buyer is unable to pay the remaining amount or backs off from the deal, I will keep the advance payment as a penalty. (There was another clause for the seller also if he backs off, he will give double of advance taken to buyer).

Now the buyer is backing off and wants to cancel the deal due to unavailability of remaining payment. Is the penalty amount of advance payment halaal for me to keep?

Q: If someone buys a load of timber, and then comes back and says that the size is wrong and he needs a bigger size, can one charge a 10% handling fee on the timber returned?

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?

Q: Is it permissible for a shop to put up a sign saying “no exchange/refunds on sale items”? The sale items are not defective. They are merely marked down to promote them and make them sell quicker. Is such a condition valid?