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To return an item you aren't happy with, there is a, "Minimum restocking fee of 20% as a starting point," a back charge for the original free shipping of the product, and customer must also pay to ship the now unwanted item back to them. I voiced my concerns that these return penalties were high and would likely cause me to reconsider supporting small business over larger online retailers that offer reasonable return policies. Their customer service replied, "I'm sorry you feel that way." If you are unsatisfied with something you buy from this company, you must be willing to keep it or settle for a refund of 25% or less of your original purchase price. Avoid the greed and shop elsewhere.
Tip for consumers:
If you at all may want to make a return, protect yourself and shop elsewhere.
Products used:
Fermentation crock
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Hi Walter,
I hope you're well! I'm unable to find any 'Walter H' in our customer database, so I'm unable to speak to your exact situation; however I can comment on this as a whole.
We are a small business and as a benefit and service to our customers, we offer *free shipping* on all of our orders. This comes as an expense to us, but we are happy to provide a better experience for those purchasing with us.
Should a customer then choose to return a product due to indecision, this cost must be recouped less we operate at a loss. This also applies to our restocking fees; as the item you ordered is not kept in-stock, we must order directly from our suppliers, whom charge us a restocking fee if an item is returned. We often negotiate on our customer's behalf to get this to be as low as possible, but in the end - as it stands, any fee must be passed along to the customer.
I'd like to express again that this situation only occurs when a customer has decided to make a return at their own discretion and there is nothing wrong with the product. Any charges that we pass along to the customer for returns is not out of greed and only keeps us from being at a loss.
*For any returns that are at our fault, such as damage, etc. we of course cover all expenses and provide a full refund or exchange as applicable.*
I apologize that you didn't have a better experience with our business. Thank you for originally choosing to purchase with us, and I hope that we can provide a better experience for you in the future.
Have a wonderful rest of your week!
Thomas B.
Owner, Extreme Wellness Supply