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Posted by madaboutincense on 01-Feb-2012 14:13 Report
Refund Policy
I was wanting to know people's opinion on a refund policy. Is it an important thing to offer with most of my items not been very expensive. For example, I had a customer purchase a $6.50 rubber bracelet for her husband for Christmas, she told me yesterday that he broke it and now expects me to fix it.
 
Replied by magnolia134 on 01-Feb-2012 14:30 (Ref 2330908) Report
No way!!! If he broke it, why on earth would she expect you to fix it? The only possible scenario to support this was if there was a fault in the original item that led directly to its breaking,

My refund policy depends on the item.

If clothing there are no refunds if it doesn't fit, as I provide measurements in the listing and it is the buyer who must check before purchase, regardless of their 'regular' size (which we all know, there is no such thing in women's clothing). One of my two neutral feedbacks was from a buyer who got upset that an item of clothing she purchased from me was marked a size 18, but I had listed it as 16. I stated this size difference in the listing, but based on my years of experience in measuring women's clothing, I listed it as a size 16 and included measurements. I don't refund if the buyer doesn't like the clothing, as I provide 3 clear photos (front, back, close-up) for all clothing items, so they know what they are getting.

For non-clothing items, there is no refund either, unless the item is damaged in transit.
Replied by madaboutincense on 01-Feb-2012 14:47 (Ref 2330911) Report
Yes I don't know if the item was faulty or not. My husband has been wearing the same bracelet now for a year and nothing has happened to it. I just feel that my items are of good quality and it is not my  fault if something happens when it leaves my shop, I don't know how the customer cares for the item.
Replied by annieoakley2000 on 01-Feb-2012 14:57 (Ref 2330913) Report
Tell her the warranty has just run out - LOL !
Replied by mirribears-andcraftsupplies on 01-Feb-2012 14:58 (Ref 2330914) Report
It's up to a seller how they want to implement (or not) a refund policy and some sellers would come under different consumer laws depending on what they are selling .
I would say something new that arrived not as described or does not state what it should do would come under a consumers rights for a refund or exchange etc . But an item as you described might not carry the need for a refund policy due to wear/tear or a time frame since purchase etc.

Then again , what price to pay for a happy customer ? Would it be so terrible to replace the item ?

If your husband has been wearing one for a year it's highly possible the buyers item may not have been of the same quality otherwise why would it break ?
Replied by nara120 on 01-Feb-2012 15:42 (Ref 2330916) Report
Did it break because of some activity he was doing when perhaps he shouldn't have been wearing it or did it simply break under normal wearing conditions?  This may give you an indication of product fault or not, then decide if you want to relace or fix it.
I would assume that once it's in their hands, they are responsible for the item and the proper care of that item.  If anyone in my family broke a item that they'd only just got, I wouldn't be blaming the seller unless the item were faulty.  But in that case, I would have emailed the seller as soon as the item arrived explaining the fault.
Perhaps add some new details to your item that you can/can't replace or fix item once product has been used as the buyer takes sole responsibilty that they take proper care of it.
On the other hand, a happy customer is usually a repeat customer.... so, if she pays for return postage costs, would it cost a lot to repair/replace?
Replied by koolkatzonline on 01-Feb-2012 15:50 (Ref 2330917) Report

hi everyone,
no your not liable unless it was received in that condition

Penny

 
Replied by brerrabbit on 01-Feb-2012 18:08 (Ref 2330932) Report
"she told me yesterday that he broke it ..."

There's a lot of difference between "he broke it" and "it broke".  "He broke it" indicates that he did something that made it break.  There's such a thing as reasonable care and if people are careless they can't expect a free replacement. 

It's hard to know exactly whose fault it is sometimes but perhaps you could have a refund policy that you only replace goods if they're faulty when received.  I think most sellers don't have a refund policy by default, ie. they say nothing about refunds and "hope it never happens".
Replied by marian-48 on 01-Feb-2012 18:54 (Ref 2330955) Report
I cant see how you are responsible for a low priced item like that, bought as a Christmas present. Given that its almost 6 weeks ago, you cannot be held responsible,  Marian
Replied by madaboutincense on 01-Feb-2012 18:55 (Ref 2330958) Report
Thankyou all for your imput, I certainly have something to think about
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