I hope no one takes what I am about to write with any malice or negativity, it is not meant toward 99% of my awesome customers.
In the last two plus weeks I have had a rash of returns and return requests, almost all of them have requested I send them different products and pay for their shipping costs. In most of these cases the items have come back to me either in working condition or damaged beyond what would be considered normal.
I am getting severely stressed out over this, as I grow this kind of stuff is to be expected but in the last day alone I have refunded and or paid for shipping to the tune of over $300.00 That's just one day.
This is MY FAULT, because I do not have a set explicit return policy and I am liberal with it, I am being taken advantage of intentional or not.
This must stop, for several reasons most obvious is no one can run a business this way.
I DESPISE becoming just one of the regular vendors but now I am starting to realize how naive I have been.
The return policy will be posted on my website and it's part of the terms and conditions each person agrees to when they order.
If any part of this policy is unfavorable to you, I apologize and truly wish you better service at another vendor.
1. Return for refunds are now 24 hour DOA only.
If you have not inspected your items within 24 hours, there will be no refund. You may return for credit, at your expense.
2. Return shipping costs will be paid by DiscountVapers for 24 hour DOA only.
I will no longer pay for shipping of any return for any product after a 24 hour period after you receive the order.
3. No item can be returned for different item.
If it is bad, goes bad or is DOA, it gets swapped for the same item unless it is no longer in stock.
4. Shipping charges are not going to be refunded or paid for any other reason outside of 24 hour DOA or a blatant mistake by me or anyone at DiscountVapers.
It is your responsibility to check your items, USPS is a separate entity and there is no profiteering in shipping charges.
5. The customer will cover the cost to ship back any product after 24 hours regardless of status of item.
You must notify me within this period for shipping consideration.
6. Claimed defectives & general returns.
If an item is claimed to be defective and it is returned to me and it tests ok, it will not be shipped back out unless shipping charges are covered by the customer. You may receive a credit on your store account, subject to the actual item in question and the level of ambiguity of "defective" interpretation (example something doesn't work on "your" eGo but works on ours etc...) but refunds will not be given on working items. Further, all items returned will be credited to your store account plus a prorated weight cost and will not be reshipped, unless it was the only item on your original order. You may use the credit to repurchase and add to a future order.
To Return any item(s) you MUST include a copy of your original receipt, or a clearly written note describing what the item is, what the problem is and what you are expecting with the return, further you must CLEARLY write your name and contact information on the envelope or include it with the return. You should use tracking and insurance on the return as we are not responsible for "lost" shipments coming back to us.
To item #3 above, I am not a try it and if you do not like it get something else store. Everything that comes back that is saleable or otherwise not defective I cannot get credit for and I have to take the loss, previously this wasn't a problem, now it has become one. It is your job as the consumer to make sure what you are buying is what you want or need, if you have questions you can post on the forum or simply email me, I cannot be responsible for someones decision making.
None of the items above invalidate any warranty, this policy change is not meant to supersede my very liberal return policy, if something isn't working, let me know, we'll work together, fairly, to get it fixed. This policy change is solely to eliminate those instances that are taking advantage of my original polices and hurting our business ability.
The items I sell come mostly from China, I do not make these items, if something isn't working please be civil in talking with me, there is no need to get angry, make threats or otherwise make a simple return more difficult. I will not tolerate it, anymore. I am not out to take your money and run, I am not here to make your life difficult. I realize other vendors may be a bit antagonistic or otherwise have given you a hard time, that does not happen with me, unless a line is crossed. I work, literally, 20 hours a day I do not have the time or energy for discourtesy. If I do not return your call or email you within an hour, this does not mean I am ignoring you and the discourtesy level should not rise because of this, I will get back to you, if I do not, contact me again or post on the forum, sometimes emails get lost in spam filters, it happens.
I started this venture for many reasons but it has become mostly to save the average vaper some hard earned money, this means I make a bit less than other vendors out there, if I do not change my policies I will quickly be out of business, I do not want this to happen.
There are a new set of policies for International shipments, if this applies to you please visit the website for details.
I WELCOME feedback on this policy in any areas you may feel are unfair or I have not addressed properly, I am always flexible.
I will also be taking pictures of each order before it is sent out for accuracy, one of my great customers suggested this and it is a fantastic suggestion.