Refund Rules

Sales

New Return Policy

In the past, we had a strict “no return” policy on our retail sales. Since this can cause upsets and unnecessary problems with our customers, we now offer returns on retail merchandise within 10 days of the purchase date. Items must be unworn and undamaged and have the original receipt for a full refund or exchange. Also, original packaging, boxes, paperwork, and accessories need to be returned intact.

Any returned item that is not in its original condition, that is damaged or missing parts, may result in a restocking fee to the customer of up to 50% of the price paid. Restocking fees are determined by the COO. Restocking fees are charged to help the store pay for the cost to repair/refurbish/restock the item to sell it again. There is no stat and no commission paid to the salesperson on restocking fees.

Items returned after 10 days may be exchanged or store credit issued at the discretion of the Sales Manager. You must get approval from the Sales Manager before any deal is made with the customer.

Items that are not approved for exchange or store credit will be treated as a trade-in and valued as any other trade-in would be.

How to Refund the Customer’s Money

All refunds are made in the same tender (method of payment) that they were originally paid, except for cash sales. For example, if the customer pays with a credit card, we will only credit the same credit card account. We will not issue them a check.

Note that we cannot refund to a different card than the one used originally. If they have no balance on the card, the card-issuing bank will refund their credit. If they claim the card has been canceled, only then we can give them a refund by check, but we still cannot credit to a different credit card.

Similarly, if a customer pays with a check, we will refund with a check. Refunds on local checks will be given TWO WEEKS after the sale. Out-of-state checks will be refunded 30 DAYS after the sale. This protects us in case their original check bounces.

If a customer paid cash, and you have verified that, it is okay to give them a refund immediately by check. We don’t ever give cash refunds, we only refund by check. The check must be made payable to the customer name on the original sales invoice.

If we are paying the customer for excess trade-in value, then of course the check can be written immediately.

The salesperson must create the refund invoice in Business Mind and bring it to Accounting when asking for the refund check to be written. No exceptions, no “I’ll do it later because the customer is in a hurry.” If the accountant does not see a refund invoice, the accountant does not write the check.

Route Returned Item(s) to Inventory

Once the return invoice has been generated in Business Mind, make a copy of the invoice and place it in a baggie with the item being returned. Bring the baggie and original return invoice to Inventory (or the COO if Inventory is not available.) Inventory will verify that the return was accepted by initialing the return invoice. The return invoice is then turned in for stats, and Inventory can retag the item or send it to repair if necessary. If the return resulted in another sale, no commission will be paid on the new sale unless the return invoice is initialed.

ALL REFUNDS MUST BE OKAYED BY THE SALES MANAGER.

This is extra protection for the person doing the return in case you forget the refund rules. Also, the Sales Manager may choose to refuse a refund, or only give a partial refund, or keep a restocking fee depending on the circumstances.