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# {# 0 # R ( p ( N ( N Z j @ q 4 P# P# p # ( : Customer Returns/Refunds
While the customer order form states that all sales are final, you can determine the return policy you honor with your customers. However, we strongly recommend that you instruct customers on the cleaning and care of each item the purchase, including removing the batteries and proper storage. (See Proper Care handout available on the Consultant Website.) To avoid returns, check the bedroom accessories in the Ordering Room to ensure they are working properly before your customer leaves the party.
To provide great customer service to a customer who has a legitimate issue with a product, consider each situation on a case-by-case basis, as each need may vary. In many cases, it may be in your best interest to accommodate a reasonable request. This will help you build a good reputation and retain loyal customers at the same time.
Make sure that the product doesnt work before you return it (a customer may think the product doesnt work simply because the batteries were inserted the wrong way). If you return a product to the Corporate Office, and it works, it will be sent back with your next order.
If the product is defective, allow customers to return the item within 30 days for exchange or credit towards a new product.
Urge customers who fear they have sensitivities to a product to do a patch test on a small area of skin on the inside of the arm, allowing 24 hours to see if they have a reaction. In the rare event a customer has an allergic reaction, provide her with a refund or exchange.
If the customer is dissatisfied with a product, offer and exchange or credit towards another product.
Warranty Exchanges
Pure Romance accepts merchandise returns for damage or defective merchandise only. Lingerie styles may be returned for a manufacturing defect only.
Merchandise must be returned within 30 days of the invoice date, in its original packaging (including information, accessories and batteries): 60 days of the invoice date for vibrators retailing $85 or more.
The return item must be accompanied by an RMA# (returned merchandise authorization number). To obtain a RMA #, please contact the Customer Service Department. The RMA# must be written on the outside of the package and on the Warranty Exchange Form.
Any item obviously misused, stretched, or used for a demonstration purposes will not be accepted for return. In compliance with hygiene laws, all lingerie items must be returned in new condition, unworn and unwashed, with all tags and in its original packaging.
Return Instructions:
Complete a warranty Exchange Form which can be found on the Consultant Website> Include one completed Warranty Exchange Form for each item returned. Failure to include separate forms for each product will result in processing delays.
Write the RMA# in the space provided on the form and on the outside of the package.
Send returns to:
Pure Romance, Inc.
Attention: Returns
161 Commerce Blvd.
Loveland, OH 45140
Consultants are required to cover the shipping on all warranty items, which can be written off on your taxes.
Items exchanged or returned will be placed in the Consultants Backorder screen and shipped with their next order. If the Consultant would like the item to shipped out immediately, the Consultant will need to include a Money Order, bank or Cashiers Check (made payable to Pure Romance, Inc.), or credit card number for the $6.00 shipping charge.
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