Product Returns

Hi Everyone!

I wanted to know how you are all handling product returns.

My rep suggested having a "no return" policy- and even posting that policy- to deter finicky customers. Obviously, if a client had a reaction that would be a different story- but she said to make sure I SEE the client and confirm it is in fact a reaction to the product.

Do you make this your policy as well? or do you allow returns at will?

Thanks!

Replies to This Discussion

Permalink Reply by Beth on September 7, 2011 at 7:17pm

Yes, if they have a reaction they can return it. However, I still give them a credit for product or a service due to the no return policy. I don't (knock on wood) get many returns. That is a great example why sampling does work. Image is so great with that. Try before you buy, works almost everytime.

Permalink Reply by Gina Williamson on September 7, 2011 at 7:19pm

Thanks Beth- tell me how you handle your sampling. Do you give away the trial kits? or sell them? use the individual samples? or squeeze out samples for your clients?

Also- do you post a no return policy?

Permalink Reply by Chere McCoy on December 28, 2011 at 3:11pm

Is she just CRAZY!! If a client is not happy with a product offer her another choice. Your return policy might be "credit given on another product, no "Cash" returns. My gosh who the heck told you to "no return policy" - that is the FASTEST way to loose Clients!!!

Permalink Reply by Marti DeCoste on December 28, 2011 at 8:48pm

Fortunately I do not get many returns but I have had to exchange two of The Max eyecreams recently because they are not pumping correctly. Customer service is #1 with me, I will always exchange any product 100% if there is an issue. A nicely framed return policy is on my counter for all of my clients to see. About Image, I did send an email Monday about the products, still no response. I do wish they had better customer service, I sell a ton of image but customer service goes along way with me. One of my Esty friends loves Dermaquest, it seems very similar to Image but a bit more expensive and has great customer service. I'm going to check them out.

Permalink Reply by JULIE CANOUTAS on February 27, 2012 at 3:58pm

Hi Marti,

We had the same problem with two of our Max Eye creams. I called and they sent out replacements at no cost to us and we also had them within two days of calling. When I called the customer service rep told me that to make sure the clients were not opening(twisting the caps off) because it has a pressure system. ( there are no tubes to pull the product up) I hope this helps. Also I have started telling my clients if they by these not to twist but prime the eye cream 10 times at least. I really think image is a great company. Our rep is awesome. Have a great day.

Permalink Reply by Kyong on February 18, 2012 at 11:46pm

I offer the 'try before you buy' policy in my studio. I will even give multiple samples over a period of time to find just the right fit. I do not charge for the samples- unless a client 'abuses' this policy.

This really negates my 'no returns policy- once the item has been opened,' and my clients view this sampling as a perk of coming to see me. It also allows for increased communication with my clients about their skin goals, concerns and triumphs.