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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 teaches a course on creating digital SVG designs, available at How to Design SVGs.