Please critique my Returns Policy

[Sam Boogie]

Hi guys, Ive been working on my returns policy for my soon to open store. Its an online only store called BAM BAM selling guys clothing. Any feedback greatly appreciated...


Sam : )



Returns Policy

If you aren't completely satisfied with your purchase you may return products to BAM BAM for exchange, store credit or full refund. We've developed a step-by-step returns procedure which keeps you informed and allows us to process your returns as quickly as possible. Please note we may be unable to process items if the returns procedure is not followed.

Return Options
Exchange Item - If you would prefer the same item in another size then select this option. If your desired size is out of stock you will be offered the choice of store credit or refund.
Store credit - If you would prefer a different item or would like to come back at a later date to make a purchase then select this option. Store credit will be available in your BAM BAM account immediately following our acceptance of the returned items. Your store credit will remain valid for the following 6 months.
Refund - If you don’t want to exchange your item or receive store credit then select this option and we will refund the original purchase amount back to your card. It can take your bank up to 10 working days for the funds to be available in your bank account.

Timeframes
Items may be returned within 21 days of the date of purchase. In most cases we will process your return immediately but please allow up to 2 working days for returns to be processed.

Item Condition
Please take care of your items until you are certain you would like to keep them. Please keep items away from anything that could mark, stain or otherwise damage the item including food, grease, dirt, deodorant, cigarette smoke, aftershave, perfume etc.

For returns to be accepted items must be in the exact new condition in which you received them with all original packaging, labels and swing tags attached.
If you wish to return an item it is your responsibility to ensure the item reaches us in a saleable condition.
If the goods or their original packaging are damaged on return due to being inadequately packaged we may be unable to accept your return. Please take extra care with shoes to ensure both the shoes and the shoebox are returned to us undamaged.

It is the customers responsibility to ensure returned items reach us safely. We strongly recommend using a traceable and fully-insured postage method when returning items.

BAM BAM reserve the right to refuse the return of any item returned to us in a condition we deem renders the item unsalable.


Return Costs for UK Customers
Reason
Item Cost
Original Delivery Cost
Return Delivery Cost
Don’t want / change mind
Refunded
Refunded *
Paid by You
Incorrect or Faulty Item
Refunded
Refunded *
Refunded


* For orders where all items are returned, the full original delivery cost will be refunded. For orders with multiple items the refunded amount will be calculated as the difference between the original delivery cost and the cost of delivery for the items you are keeping.

Return Costs for International Customers
Reason
Item Cost
Original Delivery Cost
Return Delivery Cost
Don’t want / change mind
Refunded
Paid by You
Paid by You
Incorrect or Faulty Item
Refunded
Refunded
Refunded



Notes for International Customers
Please label your return package very clearly as 'RETURNED ITEMS' otherwise BAM BAM will be charged import duty when the item enters the UK.

 

[Sam Boogie]

Okay, already noticed that my lovely tables have gone to pot in the returns cost section!

 

[J-Wholesale]

I don't understand this 'store credit' you're offering. You give people the choice of store credit, which expires after 6 months, or a refund. Why would anyone choose store credit? It's an extra option that doesn't need to be there. Just say you'll refund.

 

[Sam Boogie]

Cheers J. Well, it saves the customer having to re-enter their card details to make another purchase. They would also have to wait several days for the refund to appear in their bank account.

From my side it saves me the merchant costs of processing a refund and then the cost of processing another payment if they just want to buy something else.

Is it that I need to explain it more clearly or you dont see it as a sensible option?

 

[J-Wholesale]

Is it that I need to explain it more clearly or you dont see it as a sensible option?

How many people choose it over the refund? I can't see anyone choosing it, and if no one chooses it, the option doesn't need to be there.

 

[Piqueperfumes]

Thinking of it as a customer I couldn't imagine taking the store credit as I would probably forget I had it and would rather have the money in my account than yours! Is it not administratively onerous for you to keep a track of the credits? Personally I would scrap it.

Great name, Bam Bam, by the way.

Cheers
Phil

 

[Sam Boogie]

cheers guys, will have re-think my approach and put up something new & improved!

Sam : )

 

[bottlemaster]

For returns to be accepted items must be in the exact new condition in which you received them with all original packaging, labels and swing tags attached.

I'm afraid you can't stipulate this. See the following extract from The Distance Selling Regulations (Section 3.58):

Can I insist that consumers who cancel an order within the cancellation period return the goods as new or in their original packaging?

No. Consumers are under a duty to take reasonable care of the goods while in their possession as discussed in paragraph 3.44. The DSRs allow consumers to examine goods they have ordered as they would in a shop. If that requires opening the packaging and trying out the goods then they have not breached their duty to take reasonable
care of the goods. In these circumstances you cannot insist that consumers return the goods as new or in their original packaging. You may ask consumers to return goods with the original packaging, but you cannot insist on this. In the case of goods such as earrings that have hygiene seals, you may require consumers to exercise reasonable care by not removing the seals when examining them.

In my opinion, the DSRs seem to be unfairly weighted towards buyers. There's a lot in them that just seems plain unfair, but there you go. We have to abide by them...

 

[Sam Boogie]

Thanks for your reply. I wont be sending anything in packaging that stops the customer from trying it on, I just want to make sure people dont cut off the tags and then try sending stuff back. Do you think I'm within my rights to expect that?

 

[Cromulent]

I'm afraid you can't stipulate this. See the following extract from The Distance Selling Regulations (Section 3.58):
In my opinion, the DSRs seem to be unfairly weighted towards buyers. There's a lot in them that just seems plain unfair, but there you go. We have to abide by them...

The only things exempt from this are CDs, DVDs and software in general. Basically anything that is easy to pirate.