Product Returns - What does the Law Require?
We manufacture custom computer furniture for people with disabilities. A recent order process went like this:
Customer requests quote
No return policy is explicitly stated nor even implied. Customer never inquires about return policy.
Customer pays for product via credit card
Delivery date is delayed due to parts availability.
Customer receives product. Employee for whom the product was purchased does not like it.
We are notified of this fact and offer to personally meet with the client and the employee to make custom modifications to address employee concerns. Our offer does not receive a response.
Employee leaves the company (Customer)
Customer blames us for the employee departure (due to the shipment delay) and demands full refund plus shipping expenses and threatens to work through the credit card company to do a charge back.
We have offered to refund the full cost paid minus all shipping expenses (to and from) and a 10% re-stocking fee.
Customer will only agree to pay restocking fee OR shipping cost (to and from).
ARE WE JUSTIFIED IN HOLDING TO OUR OFFER? WE DON'T BELIEVE WE ARE OBLIGATED TO REFUND ANYTHING MUCH LESS SHIPPING EXPENSES?
