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Nobody buys patio furniture with the intention of
returning it. However, returning furniture may be necessary for a variety of
reasons. These range from shipping damage to shoddy workmanship. Maybe you
just don't like the color when you finally see it. These are all valid
reasons for returning furniture... and often the only reasons customers find
out the returns policies of the company they purchased from. Don't be caught
powerless! Before making your purchase, review the seller's returns policies
for the following features: Money back guarantee, Manufacturer's Warranty,
Returns Procedure, Return Shipping.
Money Back Guarantee
This is your first line of defense: the fact that you can return your
purchased item for any reason within a certain reasonable time period.
Usually, this period is not very long, and the terms are generally pretty
strict. For example, one popular manufacturer of online patio furniture will
only accept unconditional returns within the first 15 days of receipt,
pre-paid (meaning you pay the return-shipping). Furthermore, the item must be
undamaged, and it must be returned in its original packaging. (If the item is
damaged, then the return falls under the Warranty policy.) As for repackaging
an assembled item, well, that can be difficult, but the return will not be
accepted otherwise. But let me offer you some reassurance: in over two years
in this business, out of over 1,100 orders, we only saw this happen maybe 4
times.
Manufacturer's Warranty
Should you return your outdoor
furniture, you will most likely be using the manufacturer's warranty. The
duration of these vary from 30 days to 10 years. Generally, 6 months is
sufficient, as shipping damage is usually apparent before you even open the
package, and manufacturing flaws are usually revealed with just a few uses (or
sometimes using after the first extreme change in weather). Of course, longer
warranties are better because it shows more confidence in the workmanship, not
mention that some problems can show up later.
Warranty terms generally require
some proof of the damage. This could require sending back the broken piece(s)
or simply emailing a picture of the damage. Postage or shipping may be paid
or reimbursed by either the seller or the manufacturer.
Return Shipping
Depending on the situation, shipping is
either paid by you, the seller, or the manufacturer. If you are invoking the
Guarantee, then you will generally be responsible for return shipping costs.
The reason is because no one really did anything wrong. It is true that some
circumstances could justify reimbursement by the manufacturer (such as
inferior workmanship) or by the seller (such as poor customer service), but
these are generally decided on a case-by-case basis independent of the posted
policy. If you feel an exception should be made for you, then by all means
ask. The worst they can say is no.
If you invoke the Warranty, then
it is our opinion that you should never have to pay the return shipping, or
the replacement part shipping. However, the posted policies are a contract,
and you are bound by them. If they do not want to budge, that is certainly
poor customer service on their part, but you implicitly agree to their posted
policies the moment you make the purchase and accept the shipped item. And as
with the Guarantee, there is never harm in asking. If they want you buy from
them again, they will pick up the shipping.
Returns Procedure
Finally, there should be clear
instructions on what to do in the event of a return. Most of the time, a
simple phone call or email is enough. However, some companies request you
fill out a form online, and others require pictures before they take any
action. Frankly, we recommend you send pictures whether they require it or
not, because the service will be much better. Another reason is because the
cost of shipping damage can usually be recovered by the manufacturer from the
shipping company (assuming the packaging was adequate, and the manufacturer
makes it a practice to insure their shipments).
In closing...
Anyone can provide good customer
service when nothing goes wrong. But accidents happen, and that is when good
customer service is the most important. You can get a feeling for the kind of
customer service you will get from reviewing their policies and terms. Are
they clear? Are they reasonable? Are they written to take care of you first,
or themselves? Is the company easy to contact? Try calling them to get
clarification of their policies. In the unlikely event that you must return
your patio furniture, being familiar with their policies before making the
purchase will make the return process that much easier.
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