In the process of starting up my business, one of the many things
I’ve had to grapple with is a return policy. I am thinking of having
a return within 5 days policy except for defects that may arise,
which I would obviously take back and fix or replace. To be honest, I
am worried about people buying a piece of jewelry, wearing it for an
occasion and sending it back. There was a news story today on Good
Morning America on this very topic, which brought it back to mind
again. Its called “wardrobing” and its obviously a big problem for
clothing retailers.
I know return policies have been discussed recently on the forum but
my question is, how much of a problem has taking returns of worn-once
items been for jewelers? Perhaps the big retailers have more problems
with this. Do small artisan jewelers have a problem with this?
I hand knotted a custom length multi strand pearl necklace for the
mother of a bride to hide surgical scars. 2 days after the wedding,
she attempted to return it claiming it was unable to be worn because
it was the “wrong length” even tho it was exact to the length she
specified on the order. She had been given a good price on the
strands with the written understanding of no refund due to the Yes,
it had obvious makeup and perfume residue on it, and she was most
upset because I wouldn’t take it back. And no, she would not bring
in wedding photos in to prove she did not wear it. No refund.
I am sorry to hear that happened. It sounds like you had your policy
front and center and that her story is unlikely especially since she
wouldn’t share wedding photographs with you to prove she didn’t wear
it. Oh the webs people weave…
My return policy is “exchange only,” and with a smile, of course.
So,I don’t have a problem with wardrobing. The trend these days of a
no-questions-asked return policy is something that consumers have
come to expect from big retailers, but I don’t observe that people
who are going to be artisan studio jewelry customers really have that
same expectation from that type of purchase. What they do expect is
that I stand behind my work, guaranteeing its quality, etc., which
you mentioned yourself. So, I think you are on the right track.
One way is to attach the type of tag that can’t be removed without
destroying the tag. Arch Crown and Tag has a great assortment of
types of these tags. Put the tag on a soldered link, the clasp,etc…
Just make sure the tag cannot be removed.
BUT, displaying your jewelry at shows maybe a problem. Since I don’t
do shows, I will leave that to someone else.
Our policy which is common for small businesses is to only allow
exchange within 30 days, you must have this printed on your receipt
and you absolutely must have it on your credit card print out that
you give to the customer to sign. Not having it means you
automatically lose in case of a dispute. Our sign posted by our
register says: Return Policy: Returns must be made within 30 days,
You MUST have receipt. Returns will be accepted for IN-STORECREDIT
only… NO CASH REFUNDS (in red). All sales are final. THANK YOU
You can adjust according to the situation and the customer of course.
I just point to the sign and say I am sorry, but this is our policy,
it is on your receipt and the credit card receipt.
My only comment is if this is store policy, should be posted for all
to see and should be on the receipt. ALSO, it should be printed by
your credit card machine. Many credit card companies will allow a
charge back to you with the customers word. But if its printed on the
credit card receipt, then it’s a no brainer.
Oh, not really. If you have a statement on the CC receipt, ABOVE the
signature line that says “No refunds. 30 Day exchange for credit
only.” the CC processing bank must side with you. It becomes part of
the sales contract.
Our CC processor told us about this, and after we did it, we never
had a problem.
well… i loan stuff out to my trusted customers when i have a
trusted cutomer who brings me referal business i hand them the keys
to the showcase and tell them to pick out somthing wear it enjoy it
have fun then bring it back in a month and swap it out for somthing
else
Posted or printed store policy on receipts. Stock items, return
within 30 days for exchange or limited time credit only. Special
orders and custom work, no refund and no exchange after customer has
accepted delivery.
The exceptions (aren’t there always exceptions?) is for that
especially good customer that you want to keep happy at almost any
cost because they are either great customers themselves or their
social circle is too important to anger them.
My policy is an exchange only policy, clearly posted on signs, on all
of our sales slips and on our credit card slips. I also verbally tell
customers buying gifts that it is my store policy. In 26 years I’ve
gotten into situations only 2 or 3 times where I’ve actually refunded
money, but I do offer to exchange for any of my services (repairs,
appraisals, custom work, case goods) and I guarantee people will be
happy with the work, even if it means making something over a few
times. I think smaller retailers have the ability to set whatever
policy they are happy with and make it work. You just have to be
consistent about it (and firm sometimes too).
Daniel R. Spirer, G.G.
Daniel R. Spirer Jewelers, LLC
I don’t know how similar our situations are, since I only deal in
loose but I have found that a generous return policy is
one of my best selling tools. I have had a few returns, but generally
people seem to be happy enough to keep what they buy. My only real
requirement for a return is that the merchandise be in the same
condition as when it was received, and we package very carefully for
shipping.
In your case, I might consider a similar policy, where I do not
promise to pay return shipping. The time limit is a good idea, too. I
personally think 5 days is a bit short, at least for online sales,
but 30 days would definitely be too long. A restocking fee might even
be in order. In any case, you can always change your policy if it is
not working for you.
Accepting damaged pieces should NOT be part of your return policy.
Returning damaged pieces for replacement or repair should be handled
as a separate issue.
it should be printed by your credit card machine. Many credit card
companies will allow a charge back to you with the customers word.
But if its printed on the credit card receipt, then it's a no
brainer.
So how do you get it printed on the receipt? Mine come from the
processing company, and I have no say so in what goes on them…