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It surprises me that so many Silhouette and Cricut small business owners don’t have refund policies for the products they sell. It’s a reality: At some point in your business, you are going to have a customer who is unhappy with the product or service and will request a refund, exchange, or return. Your refund policy should be clearly written, readily available for a buyer to read before purchasing the items, and included with your product either electronically or as a printed copy.
Your Refund Policy Should Answer These Questions
- How long does a customer have to request a refund?
- Do you require that products be unopened, unused, or in original packaging to request a refund?
- Does the item need to be returned to you? If so, who is responsible for shipping costs?
- Will the customer receive a refund or replacement if it is damaged or lost in the mail?
- How will a refund be processed and how long will it take?
- Are custom orders refundable?
- Can a customer exchange a product for a different one?
- What happens in cases of defective products?
- What if the product is delivered late? Will you provide a refund?
- Do you sell any items that are no refundable – no matter what? (Swimsuits, body care items, etc.)
- Are partial refunds available?
- Is the original shipping refundable?
If You Don’t Accept Exchanges or Returns
If you do not offer refunds, exchanges, or returns, that becomes your refund policy – just be sure that it is in writing and available to customers.
A strong refund policy can also help you in the event that a customer initiates a chargeback through their credit card company, a dispute through Paypal, or any other online marketplace. If a customer has not followed your written refund, exchange, and return policies you have a better chance of a judgement in favor of you.
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Since 2015, Christine Schinagl has been helping crafters start and run craft businesses through her blog, Cutting for Business. As a Silhouette and Cricut crafter herself, she has a unique take on what works and what doesn’t work in the craft business world. She also enjoys teaching other crafters how to create digital SVG designs, available through the Design with Me series.