It’s our policy to always do our best so our customers have a pleasant experience with our program. Unfortunately, every transaction doesn’t go as planned and can sometimes result in a return. That’s why we have an established escalation and exception process to ensure a smooth resolution.
We want to make sure that you and your employees/members clearly understand this process, so we’ve outlined it below:
- Smaller items that typically ship via UPS can be returned within 30 days for any reason. The only exception to this is an item for which there is a broken manufacturer’s seal which is typically on media items like games, computers or phones. If the return reason is not one of the defined “business-driven reasons” (see list below), the customer is responsible for paying shipping.
- For larger items that typically ship with a freight company, such as large appliances, our policy is more restrictive, especially for customer-driven return reasons (see list below). This level of restriction helps protect the customer from purchasing a large, expensive item without being certain that he/she really wants it.
Business-Driven Reasons: damaged,
defective, wrong item received, not as described on website and product delay
Customer-Driven Reasons: changed mind,
didn’t like, accidentally purchased and price too high.
The escalation process often involves negotiations that can lead to a range of outcomes such as partial refunds or parts replacements. Because of the unique nature of our program and the expansiveness of our offering, a simple one-size-fits-all return policy isn’t appropriate.
However, you and your employees/members can be assured that if a customer is not satisfied with any item purchased, there is a process in place to ensure that we will provide them with assistance. Our ultimate objective is to make that customer happy – no matter what the size of the item is or what the reason for return is.