Tl/DR
You don't have to accept returns.
You do have to give refunds.
If the buyer wants to return the item because he no longer wants it, that is a Buyer Remorse return, and the buyer must pay for return shipping if the seller demands the item back (even if she doesn't accept returns) in order to get a refund.
The seller refunds when she gets the item back.
If she refuses the return, eBay (and Paypal) will still refund the buyer and then come after the seller for their money.
If the seller opens a Dispute for Not As Described (for example if the box is damaged in transit), the seller is required to either refund or pay for a Return Shipping Label* and refund when the item is re-delivered.
the buyer obviously did not read the listing
Buyers don't read.
In fact, it has become more difficult for a buyer to read a full description since eBay went to 'mobile-friendly' layouts. Most of our descriptions now require scrolling to be read.
Item Specifics, pictures and titles are vastly more important than descriptions.
I cannot account for Canada Post.
Sorry, but this remains your responsibility.
You are required to get the item to the buyer promptly and in acceptable condition.
When you buy postage, you are sub-contracting to Canada Post. But you are responsible to your customer, and your sub-contractor, Canada Post, is responsible to you. Remember you chose your shipper on speed, cost, and careful handling. If the shipper fails on one of these, you take it up with them.
This is business, not personal.
You have been selling here for 13 years: your costs for a refund are just another business expense.
Many sellers use Cookie Jar Insurance to keep their shipping and service costs down.
This form of self-insurance just means adding a few virtual pennies to the cost of each item, and tossing those pennies into a virtual Cookie Jar.
When there is a problem, there are funds in the Cookie Jar to take care of it.
Most sellers find they actually make money on Cookie Jar Insurance, just like a real insurance company.
To reduce shipping costs for the buyer NO second shipping box will be used. Seller is not responsible for any damage caused to the box during shipping.
This is penny wise and pound foolish. You don't pay for shipping. Your buyer does. He has the expectation that his purchase will arrive in acceptable condition.
I surmise that many of these Lego purchases are meant as gifts, and a damaged box is not really 'giftable'.
Others are for collections, and the box is just as important as the contents.
You are wrong.
Your customer was right to want a refund.
*We can now purchase USPS shipping labels through Shippo, btw.
