Return Policy

[Former_Member]

I do not do returns. My overhead is too high to swallow that added expense. I do list my product sizes, and make cusome sized items, along with my ready to ship ones.

Experiences with hard to please friends have made me very wary of taking returns from Etsy sales.

DO you think this policy is costing me sales?

[Former_Member]

I don't think it's costing you sale, because most buyers don't bother to read the shop policies before making a purchase.

It COULD however, come back to haunt you when such a buyer wants a return and you can't/won't offer one. I don't offer returns in most cases, and am always worried about that but there isn't much I can do.

[Spellbinderie]

Florie, you don't have any policies listed in your policy section. That will hurt your sales as some buyers actually do read policies and will not buy from a seller with no policies spelled out.

[StuffJustStuff]

How about no returns on custom items. Also returns though buyer cannot be refunded shipping costs. I would be leary of no refunds..

[Former_Member]

We don't offer refunds, most of our items are wearables or custom. My items are pretty much all custom and since they are designed to the specifications of the customer I can't take returns...though I've never had anyone want to make a return on their custom order either. Thankfully!

[Former_Member]

Thank you all. This input helps a lot as I think the refund question through.
Florie

[Former_Member]

I don;t do refunds, simply because of the digital nature of my stuff... That being said, I have made some exceptions; one girl messaged me right after buying something that she thought she was getting the product, not the pattern. I go with my feeling and if the custmer has a history with Etsy in those cases. I would, however, be weary of ordering from a shop that has an absolutely no refunds policy that wasn't selling digital goods. Sometimes you think the measurements given would fit, but it doesn't (after all, how many pairs of jeans do you try on to find the right one?) and sometimes you get the product and it's just not what you thought it would be. I would be beyond upset if I bought something and it just wasn't what I thought it was only to have somebody tell me I couldn't return it. Custom goods are one thing, and a few other exceptions are understandable, but the rest would make me wonder why I couldn;yt and just what is wrong with their product that they don;t want it back?

[Former_Member]

After reading this thread, I went back and re-read my own policies on returns (I've been lucky enough to never have had a customer want a return so I didn't remember exactly how my policy was worded)

For any item that arrives damaged or breaks within 30 days (not that I don't ship very carefully and make poor quality products, it's more of a "just in case") I will exchange the item, i.e make them a new one.

For any item where a customer simply "changes their mind" I charge them a 15% re-stocking fee. This is because many/most pieces are made to order, because I have the option for a range of sizes and lengths when it comes to rings, bracelets and necklaces. I could only really re-sell that item if someone just so happened to order the same item in the same size, or if I did a craft fair (I've only done two to date).

I also have a policy for no returns what so ever on custom ordered items. I added this after a potential customer wanted a bracelet specially made for them (where I'd have to order expensive supplies in just for this one piece) and kept changing their minds on the details. They ended up never getting back to me.

[Spellbinderie]

i think offering a return if dissatisfied is always good customer service on non-custom made items. They pay the shipping back, you relist. Seems pretty fair and I think the only buyers who will do this are ones that are truly not happy and don't just have buyer's remorse. Buying online without being able to try something on or feel it can be tricky and knowing the seller has a firm "no return" policy makes a lot of buyers nervous.

[SageNThymeDesigns]

I always include a time frame in the return policy. If you have a problem you need to let me know within 3 days of getting it in the mail (and I will check the tracking to see when you got it). If there was a problem you should know by then.

Do you really want people asking for returns 30 days later? That would be a challenge with my accounting- especially since my bigger items are the only "non-custom" items in my shop.