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hashing out return and refund policy

I'm trying to figure out the best method that makes sense for both my business and the consumer when it comes to returns and refunds but am struggling to find the best approach. There are essentially 3 scenarios I'm dealing with at the moment.

  • I pay for about 50% of the shipping.

1) Customer just isn't happy with the product for whichever reason.

This one is probably the easiest to handle. They paid a flat shipping fee to receive there product but will now have to pay the full shipping cost to send it back. Once inspected we issue a full refund.

2) Customer received a defective item

This one is the hardest to swallow but at the end of the day I understand these are costs we will need to absorb. We pay for the entire shipping and send a brand new item. The old items stays with the customer as we won't expect them to pay for the shipping back and what's the point for us to pay for the shipping just to receive a defective item ( we don't have replacement parts for our product right now)

3) this one seems to be the trickiest of them all. Customer is not so happy with the product but also is complaining that's its not really working as they intended. An in between of scenario 1 and 2. Now the entire shipping was paid by me because it was over a certain amount. So does that mean I should pay for the shipping back + send them a new one and pay for that shipping as well?

My refund and return policy is as follows:

If item is defective we pay for return shipping costs ( if we want it back). We either issue a refund or send out a new product which we also pay the shipping costs for. ( cost of doing business)

Customer is responsible for paying the shipping if it's the wrong size, no longer want it or it's the wrong product.

Would be great to hear how others have there refund policies setup.

Cheers.

submitted by /u/cant_stand_yaah
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