Returns Policy

[KateJ]

Hi All,

We are just in the process of changing our site to Blue Park (things always seem to take longer than you think they will!!) anyway I am hoping you might be able to give some advice re returns policy.

I have just had 2 items returned, 1 was faulty and the other was unwanted. Our policy is to refund or replace in total a faulty item, unwanted items are refunded but must be sent at the purchasers expense. How would you proceed if one item was faulty and one was not?

I am currently looking at our t&c's for the new website, I'm not sure where we stand legally etc but want to try and get it as clear as possible.

Thanks in advance.

Kate

[Mike]

Hi Kate

From a goodwill point of view we would replace or reimburse in full and add back postage as well as one item was faulty.

However if goods are just unwanted we would knock off postage and reimburse for goods only.

Our items are relatively low cost and building goodwill is, in my opinion, very important.

I would imagine one might have to be a little more picky with high cost items which may involve high transport charges.

[petad]

Hi Kate

I agree with Mike, we would refund in total in this case (we subtract postage if the item is just unwanted). You could deduct an extimated amount for the unwanted item, but this seems a bit small minded.

Whatever you put in your T&Cs, common sense and goodwill should always prevail, based on the specific circumstances.

Good luck with the site. Post a link in the forum when you are up and running.

Regards

Pete

[Gillf]

Hi

We only charge postage for international orders so refunds for UK customers are always in full regardless of the reason for the return. Apart from the distance selling regs and the customers statutory rights I also think this is one way in which you can build good will with a customer. In the end that is such a valuable asset for a business it has to come high in the priorities list.

Gill
Silk & Sexy Lingerie - Special Undies for any Occasion. (http://www.ever-so-sexy.com)