FOC products

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FOC products
We are having an issue where we are issuing customers a product that has a free of charge addition, when they are returning the product they are not returning the free of charge product. I am struggling to find any documentation to say if we have to accept this or we are within our rights to send the product back demanding ALL items before refunding

Helper

Call Centre Helper

Yes they should return all items
Yes people return all products back to you.

Double check your terms and conditions so that you make it clear that this is the case.

It may be that having it as free is causing the problem. It may be better to charge for both items.

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