Forums: Discussions for entrepreneurs and small business.

What`s your thinking on non-refundable, non-returnable sales/merchandise?

I see an awful lot of people these days with a feeling that they should be able to buy anything, then send it back for whatever reason. They might use it for some purpose then send it back and want a refund, or they`re simply not satisfied.

Some companies offer a satisfaction guarantee, but I wonder if that`s only viable for a fairly large business with a steady cashflow? Other companies state clearly there are no returns.

Any thoughts, either way? (Stipulate a normally well-constructed product, and that a no-returns or other policy is clearly obvious on the website or in stores.)

Well, here`s some examples:

I shop from a local children`s resale shop. If she allowed returns, a lot of people would wear a coat for a month and then bring it back, or wear a costume for Halloween and then bring it back, wear some dress shoes just for Christmas and bring them back, etc. So I understand their limited return policy, including not being able to return anything with the tag off.

I can also see that policy with certain food items. For example, I can totally see someone ordering a food item online, not being there to sign for it, then it goes bad in some UPS warehouse ... and the person wants a refund.

Yes, I can see the legitimacy of no refunds, no returns in a number of areas, particuarly food. But clothing is a good example, what with retail stores often allowing returns, but re-sale shops never allowing those refunds.

I guess another way of phrasing this question is how "fair" is it, or maybe what process would be best for a Buyer Beware kind of policy? I mean, it`s not like everyone is out to rip off the buyer, but I`m wondering if people think that when all sales are final, it somehow puts the buyer at a disadvantage?

I think items like clothes etc, should have some type of policy for returns, but with  guidelines in their  policy, for  those returns.   

Wait, I`ve got it!

I`ve come to realize what I`m asking, based on various experiences we`ve had. The underlying question is about the difference between e-commerce and shopping in a brick-and-mortar store.

When you`re in a physical store, you can pick up the product, examine it, feel it, and, with clothing, usually try it on. You can shop for hours or minutes, take your time, and ponder whatever it is you`re dealing with.

On the other hand, when you`re shopping online, you have only the information a company provides on their site, or, if they`re successful enough, you`ve seen the product in someone else`s home and decided ahead of time you want it.

So what it comes down to is whether or not customers have a greater responsibility to shop wisely *only because of* the venue being online---they can`t actually feel the product.

Do customers have the option or right to buy something only to try it out, then return it if it wasn`t what they expected? The rationale is that it`s because they can`t try it out in a physical store that they "should?" have more leeway where it comes to refunds and returns.

That`s what`s bothering me. I think customers should shop more wisely, and it`s not up to "us" to try and duplicate the physical store experience. Any thoughts?

But if they "shop wisely" and you have a new product, how are they going to know what it is before purchasing it?

The funny thing is that for as much as I`m online ... I don`t shop online. So really I`ve never had to return anything online.

1. I tell them where they can find my products in-person.  If people see that boutique owners recognize the quality of my procduct and are willing to do business with me, they can trust me directly.  (Maybe it would help to get at least one brick and mortar store to carry your product, even if it cuts into your bottom line heavily.  I consider my wholesale accounts, and the time it takes to get them, a marketing "expense.")
2. Tesimonials on the website.  I haven`t done a lot of this because I am not sure how much people are willing to read, but I will probably start working some tesimonials into the product descriptions themselves.

There`s my 2 cents.

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Warm Regards,
Cherie

Quality accessories for you and baby, made in USA
Studio Cherie

I like the testimonials, and that helps build a consensus when you don`t have the products in physical stores. It definitely is even better when people can see a physical example, then shop online, but not everyone can do that.

I`m also saying that a product doesn`t have to be opened and used, just that someone isn`t satisfied. They get the product, look at it, decide they just don`t feel like keeping it: Should they be able to return it for a full refund?

What about "all sales are final?" How come stores bear the full burden of the customers` feelings?

Obviously if you`re getting 50% return requests, there`s a problem. But what if you`re only getting one out of 50 or 100 who don`t feel like keeping the product? Is it worth the annoyance (to you, the shop owner) to accept a full-refund-return?

I worked in retail for 10 years, one of our favorite responses was "we are not responsible for your impulse purchase" when someone just wanted to return something they regretted purchasing later.

That being said, part of retail whether in a store or online is being flexible and making exceptions once and awhile i.e., appeasing people. I think the key is finding a balance between protecting your business and making customers feel you stand behind your product.

I offer full refunds or replacement, less shipping, if a customer is not satisfied with their online purchase. I am a small company, I sell stationery and it works fine for me so far. As far as my custom work goes, I have people sign a contract and sign proofs to protect myself, no refunds.

Christine

www.floraandfaunapress.com

It seems there`s a difference between: customer service, appeasing the customer, and "catering" to a customer.