In lieu of a recent email exchange that I had in regards to our WAYALIFE store and our return policy, I thought it might be a good idea to share what had happened and with the hopes of alleviating future concerns and or confusion.
A couple of weeks back, a guy named Lee Gemma placed an order for an ACM bracket but then decided that he wanted to return it. No big deal. I get the package and sent him a refund just like I said I would, minus the cost of shipping. Fast forward to today and Mr. Gemma is upset that I didn't refund him the cost of shipping. He said that he paid to have the ACM shipped back to me and that I should have to pay him for what he paid USPS to ship it out in the first place. I tried to explaining that's not how it works and we do clearly state as much in our Return Policy but he was still angry anyway.
Below is copy of our conversation...
With all that said, I just wanted to clarify that Cindy and I are NOT some kind of big online retailer like Extreme Terrain. In fact, most of what we sell, I personally make, package and ship from my kitchen table. While I wish we were huge and making tons of money, nothing could be further from the truth. We sell what we do as a way to help others and to help cover some of our costs and that's about it. Needless to say, we cannot afford to offer things like free shipping and or free returns and hope that unlike Mr. Gemma, you can be understanding of this. Of course, if our return policy seems unreasonable to you, we would encourage you to buy from another vendor.
EDIT: I should note that if a return is necessary due to a mistake that I made, a FULL refund plus the cost to ship it back would be provided.
Thank you,
Eddie
A couple of weeks back, a guy named Lee Gemma placed an order for an ACM bracket but then decided that he wanted to return it. No big deal. I get the package and sent him a refund just like I said I would, minus the cost of shipping. Fast forward to today and Mr. Gemma is upset that I didn't refund him the cost of shipping. He said that he paid to have the ACM shipped back to me and that I should have to pay him for what he paid USPS to ship it out in the first place. I tried to explaining that's not how it works and we do clearly state as much in our Return Policy but he was still angry anyway.
Below is copy of our conversation...
With all that said, I just wanted to clarify that Cindy and I are NOT some kind of big online retailer like Extreme Terrain. In fact, most of what we sell, I personally make, package and ship from my kitchen table. While I wish we were huge and making tons of money, nothing could be further from the truth. We sell what we do as a way to help others and to help cover some of our costs and that's about it. Needless to say, we cannot afford to offer things like free shipping and or free returns and hope that unlike Mr. Gemma, you can be understanding of this. Of course, if our return policy seems unreasonable to you, we would encourage you to buy from another vendor.
EDIT: I should note that if a return is necessary due to a mistake that I made, a FULL refund plus the cost to ship it back would be provided.
Thank you,
Eddie
