How do you handle return/exchange shipping?

[Former_Member]

I haven't had a return yet, but I was just thinking how I would go about it if a customer did need to exchange/return something? I state in my policies that they would get a refund minus the cost of shipping I paid, but do they pay to ship it back to me for an exchange or refund? How is this typically handled? If it is an exchange, do they pay for the new item's shipping?

[lippybrand]

I have not dealt with a return yet either. I state also that they pay return shipping back to me for a refund minus shipping. I would suggest to them to use the post office as I sent it to them that way. I think for an exchange I would cover the new shipping cost personally, but my products are usually less then $2 to ship. So thats not a big deal for me.

[Former_Member]

Ok, that's what I was thinking about doing...for example if someone just needed a different size, I would wait for them to return it to me, then ship out the new item out of my pocket. My concern I guess was, I wasn't sure if I paid for them to return the item to me AND ship new item...that seems like a lot if it adds up. Or if they just weren't happy with an item, I would refund them the cost minus shipping, but if I have to pay for them to return the item to me as well? Just curious how other shops do it, because I want everything crystal clear in my policies.

[Former_Member]

So far, I haven't had to deal with a return/refund either. But I state that I offer a "manufacturer defect" refund... if something is defective or has been grossly misrepresented. Then it is up to them to send it back to me to get a refund minus shipping cost. If they wanted an exchange, I would pay for the new shipping cost to get the new item to them AFTER they sent back the original item. This is how I've seen many big businesses do it, so I don't think it's strange if you don't refund all shipping costs. But I would help them out on shipping of a new item.

I do not offer exchanges/refunds on custom orders.
I really don't deal with clothing, so I may do things differently if I sold a lot of things that required sizing. My stuff is pretty easy to just give measurements. In one instance, I had a customer say the bag they ordered was a lot bigger than they expected, but admitted that it was their fault for not looking at the dimensions I listed or asking. In a circumstance like that, I would not offer a refund if something was clearly listed and they chose not to read it.

[Plektra]

If you sell an item that is not right due to your error and the customer chooses to send it back, you would refund them minus the original shipping cost? Did I get this right?

I was thinking of refunding that shipping too...am I wrong?

[Former_Member]

Since my work is OOAK, I don't do exchanges but I allow returns on RTS items. If the item arrived damaged, then as soon as receive the item back, I refund the price + shipping; of course, I also require photos to show me the damages. If they simply changed their minds, or it didn't fit as they thought it would (I give detailed measurements), then I refund purchase price but not shipping once I receive the item back. I figure, getting it to them in one piece is my responsibility. Deciding whether or not it fits is theirs. And of course, there's a time limit on returns.

When it comes to custom, made to order items aren't returnable or refundable. However, if there's an issue with sizing, then I pay for them to send it back to me so I can fix the problem because that would be my fault.

I have yet to have a return, so I don't know if this is the best way for my online shop yet. In my offline business, I offer in-person fittings for custom.

[Former_Member]

Because of the nature of my products, I don't allow returns or exchanges. Depending on the customer's complaint, I may offer a store credit, but that is the only form of compensation I allow.

However! I did just deal with exchanging a couple pairs of boots for my husband. He ordered two different size boots online to see which ones would fit, etc. Neither of them ended up fitting, so he needed to return one and then exchange the other for another size. BOTH online companies did not refund the initial shipping charges and they both had us pay to ship the items back and also shipping for the exchange they would send us. So maybe that will help you figure out what you should do?

The way I think of it is that we use the shipping charges to pay USPS or other carrier and therefore cannot refund that money since it's gone once the item ships. But we can refund the amount of the actual item price, if we so choose. Hope that makes sense :)

[Former_Member]

Ok. I just wanted to make sure, if anyone has come across a customer who wanted the seller to pay for shipping an item back.
I might just do if they want a refund because they didn't like it or changed their mind, they pay to ship it back to me...if it was a mistake on my end, I would pay? Does that sound fair? Or maybe just case by case? I think for exchanges, having them pay to ship an item back, and me pay for the item they want exchanged to go to them sounds fair. Sorry if this thread is confusing.
So far I haven't had this problem, and I stand by my product so I don't anticipate this will happen often to me, but I want to be prepared and know what to do when/if it ever does. :)