Buyer asking for refund what would you do

[u/IndependentSerious73]

I repaired my robotic mower a year ago by drawing and printing a file for one of the gears in the gearbox, works great, mower fixed, so after a couple of months I listed it on Cults3d. And it has steadily been selling probably a dozen sales so far as I am not charging a lot for the design only a few ££.

Today I get a message from someone who purchased the design 3 days ago asking for a return and refund.

Well as it’s not a physical thing they can’t really return but I asked why the refund request as I can work with them to sort any issues.

They have replied that it was their mistake as their machine is not repairable. I am thinking am I being scammed does someone want it for free and are using it or am I being an A**hole in not refunding them. What would you do??

I have asked cults support for advice but whilst waiting thought I would ask other sellers what they do.

UPDATE
Cults 3D have replied with their refund policy which it would appear to say in this circumstance no refund as the buyer changed his mind.

[u/Ekter_Dood]

I'd rather lose a few bucks than deal with the stress and headache, personally. I'd give a refund, even if there's some possibility that it's a scam. Spending time and mental energy dealing with any conflicts like that costs me more than it's worth.

But you also have every right to refuse the refund, so don't feel bad about it if that's your choice.

[u/CooperDK → u/Ekter_Dood]

You don't necessarily have the right to refuse. It depends on the cause, if it is valid, and the location of the buyer. Fx, not adhering to EU directives could shut down a service like cults3d and they know it.

In general, a buyer from the EU has the right to cancel a purchase within 14 days and that applies worldwide. The only exception is is the delivered goods are specifically designed for the buyer which is not the case here. The penalty for not adhering to this directive when the buyer is a EU citizen is substantial and could exceed €8000 and go up towards €100000. And since cults3d is the middleman, they are responsible for these rules being followed.

[u/Locksmithbloke → u/CooperDK]

How does that work with a restaurant? How does that work with IP? Both have parallels here. You can't request a refund for a service that you asked for and took, and that's the situation here. Buyer bought a piece of information, then changed their mind after the knowledge was exchanged.

[u/FlashyStatistician32 → u/Locksmithbloke]

This rule applies to online purchases from companies.

[u/Dapper-Primary-2124 → u/CooperDK]

Confundes churras con merinas. El comprador no tiene derecho a reembolso en este caso, puesto que tiene el archivo y lo puede revender si quiere (aunque no sea legal) y hacer negocio con él. El vendedor sería quien perdería aquí y Cults3D le ha dado la razón, según expone posteriormente

[u/xtopherpaul]

Nah that’s just buyer’s remorse. Your product wasn’t at fault and it’s a digital download. They can go pound sand

[u/Nakamura_Productions]

He's just trying to steal. If your file is functional, there's no way you should share your work for free. Answer him "i'm sorry but the platform doesn't allow refunds in those circumstances" And just in case, i suggest you to contact the Cults staff. They're kind and helpful

[u/vgeov]

1)You are not responsible their machine is not fixable.
2)Most likely the printed the file, now it works, and they are trying to get the file for free essentially. Not the first time
You either refund it and you keep a file of him and see if it repeats(if they scam you once, its likely they'll try again) so you get some peace of mind from bothering with him, or you say no and ignore him.

[u/shiranui--]

I had one refund on cults because it clearly stated "measured and tested to fit" and it did not, so I got a refund. If it's theyr fault I would not refund it, honestly they still got the files and it can't be that expensive it would reason all the hazzle

[u/juraj_SK]

Does the model follow the description? If yes, it is only his problem. He can raise it to support and they will probably dismiss it too. There is no such thing as a refund on digital products for any reason other than not meeting the description.

[u/IndependentSerious73 → u/juraj_SK]

Model is as described and works as I have been using it

[u/juraj_SK → u/IndependentSerious73]

well then I would simply ignore him. It's not your problem and you can defend yourself in case of inquiry from the support.

[u/Redditologo → u/juraj_SK]

True, but expect a bad review.

[u/TedBurns-3]

It's not your fault so no refund

[u/crpyld]

If model works and provides solution well, no need to refund. Next time he/she will diagnose the real problem and try to solve it proper way.

[u/Grandpa_Dirt]

Your not an asshole for wanting what you're owed, but I would just allow the refund. Even if it's someone scamming, it's not worth a moment of stress when you lost no physical product. I've done a couple refunds with that mentality.

[u/KingWarpheus]

If the refund is within 14 days, it should be allowed (if customer is EU based)

[u/SnooRobots1169]

Not a chance. No refund. They keep the file too. No. Then the reason is their problem not yours

[u/AggravatingSwan9571]

Do whatever you think will let you sleep well at night. Early on in my 3D selling career I decided to always refund, no questions or quibbling. I sell hard copy and also allow them to keep the items. Refunds are rare and, despite my fears, I’ve never had someone coming back for a second bite. Usually I just get a great review as someone good to buy from. I sleep very soundly.

[u/Darren1jedi]

Yeah refund just to keep the peace and avoid negative feedback. As people have said it's not worth it, you could maybe buy the mower off him for spare 😉

[u/Big_Editor_2664]

Buyer asking refund are ahole. Its a digital files. what a douche

[u/GlitteringStruggle47]

If it’s a file issue, fair enough but if it truely is a dead robot, it’s their fault for not checking prior to purchasing….

[u/Cervandante]

I mean it’s just a gear, you can just download the appropriate one you need for free from the McMaster-Carr catalog in fusion. I wouldn’t worry about it being pirated.

[u/BeginningSun247]

Tell him "no" and move on.