beck3906
Member
I am trying to determine what I should set as a warranty on items I sell. I recognize that some vendors warranty their kits for life, but I'm not sure I should warranty the pen or any item for life.
I've had people return items to me that were obviously mishandled and then expected me to make good on the item. For example, one pen was run through the washing machine and dryer. The ink got on clothes and also stained the wood body of the pen. I was able to get the ink off the metal components with a little work. The customer expected me to repair the wood portions of the pen at no cost.
Another customer returned a Classic American style pen they claimed could not be opened. In looking at the pen, it appeared the user had tried to use pliers to open the pen as there were serrated marks around the body. The customer accused me of not providing adequate usage instructions which caused the user to try the pliers.
I don't like the idea that a buyer can come back to me any number of times to expect me to replace a pen if I offer a lifetime warranty. If I sell a higher end kit in the $30-50 range, I could loose my profits over time by replacing the pen. Even a lower end pen in the $6-10 kit range could become unprofitable if the customer returns it 3-4 times claiming the finish has not held up to their liking.
So, what's reasonable? I will stand behind what I make, but I'm thinking a warranty on a pen should be for a year. Would the customer need to provide proof they bought it from me? What would be a return policy for items returned just after sale? For example return within 30 days with no questions asked as long as the item is in the original sales condition. I ask this as it is getting harder for me to determine which pens I made as more people enter the penmaking hobby/business.
What if the item had been personalized? Full return value?
What about for things like bowls that may have been dropped or show signs of damage? Key rings? 90 day warranty as they will be expected to be damaged while carrying them in a pocket or purse?
I would enjoy hearing your thoughts.
I've had people return items to me that were obviously mishandled and then expected me to make good on the item. For example, one pen was run through the washing machine and dryer. The ink got on clothes and also stained the wood body of the pen. I was able to get the ink off the metal components with a little work. The customer expected me to repair the wood portions of the pen at no cost.
Another customer returned a Classic American style pen they claimed could not be opened. In looking at the pen, it appeared the user had tried to use pliers to open the pen as there were serrated marks around the body. The customer accused me of not providing adequate usage instructions which caused the user to try the pliers.
I don't like the idea that a buyer can come back to me any number of times to expect me to replace a pen if I offer a lifetime warranty. If I sell a higher end kit in the $30-50 range, I could loose my profits over time by replacing the pen. Even a lower end pen in the $6-10 kit range could become unprofitable if the customer returns it 3-4 times claiming the finish has not held up to their liking.
So, what's reasonable? I will stand behind what I make, but I'm thinking a warranty on a pen should be for a year. Would the customer need to provide proof they bought it from me? What would be a return policy for items returned just after sale? For example return within 30 days with no questions asked as long as the item is in the original sales condition. I ask this as it is getting harder for me to determine which pens I made as more people enter the penmaking hobby/business.
What if the item had been personalized? Full return value?
What about for things like bowls that may have been dropped or show signs of damage? Key rings? 90 day warranty as they will be expected to be damaged while carrying them in a pocket or purse?
I would enjoy hearing your thoughts.
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