Great Britain Refund 0f Import Tax / Duty

received damaged merchandise

[LizaJane]

I have a customer in Great Britain who received damaged merchandise. He paid the import tax/duty on the merchandise on his end, of course before the package was opened to realize that there was in fact damage. He does not want us to reship. He wants a full refund - including the import fees.
My question - Because the merchandise is damaged, can he apply to the customs department for a full refund of these fees?

[PhilipM]

Yes, but he must surrender the goods to UK Customs. Also, although I have never tried it, I suspect that the procedure and paper-work is extremely complex and tedious.
I suggest you require the customer to return the goods to you.

[RailMan]

refund of import fees is between him and HM Customs / Inland Revenue - not your problem to sort out - don't even try to get involved as doing so can then open you up to some liability - just offer a full refund if he returns the goods to you - then refund the amount he paid you, nothing more, nothing less