Wednesday, November 24, 2010

A note on returning goods

I have just had reason to contact SU! customer service regarding a faulty product. Yes, even SU! occasionally find that there may be a fault with either an individual item or a batch of items. As a general rule, these faults are picked up pretty quickly and SU! put measures in place to rectify the problem before you the customer are impinged upon. But sometimes, one item that may not be 100% sneaks through, and needs to be returned.

SU! is committed to customer service and pride themselves on their high quality products. However, it is important to note that products can only be returned to SU! within 90 days of purchase. Generally, it is a no questions asked policy, especially if there is an obvious fault. But you must return within 90 days or else you will not be able to get a replacement.

So, I ask you to make sure that everything you get:
a) is exactly what you ordered
b) is in good working order (especially punches and tools)
c) has the correct number of components (such as number of stamps in a box)
d) has no obvious faults (such as a stamp image not working)

If you have a problem with anything you get, please contact me ASAP. Whilst a lot of orders come through me and are repacked to be delivered to you, I don't open packages and inspect goods. That is up to you. For those that have orders posted directly to you, the onus is on you to ensure that the whole order is accounted for in the package (making note of any items that are on backlisting and will be posted separately).


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