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how much should I refund if the items were purchased as free shipping? The items are not defective. But the person just changed his mind.
I agree with everyone else you need to look at the customer service and goodwill side of this.
but to answer this specific question, and not knowing the specific legislation, but from a moral perspective, you have stated it is free shipping, as such you now cant swing around and say that I am only refunding the purchase price minus the shipping cost because from my calculations X-free=X (X-0=X). We all know that the postage is incorporated into the price, but from the consumers point of view it is free, so you have to carry that through.