vstorm-co Returns and exchanges
Decide it on the spot where you can. Every handover doubles the cost of the ticket and halves the customer's patience.
Accept without asking
Within the return window, unused, and any of: wrong item sent, damaged on arrival, faulty, or a size exchange on a stocked size.
Say what happens and when the money or the replacement lands. That answers the question they were about to ask next.
Personalised and made-to-order
These are not returnable for a change of mind, and the reason must be given rather than the rule: it was made for them and cannot be resold. They remain returnable when faulty or wrong, and that distinction is the one most refusals get wrong.
Needs a person
Outside the window with a claimed fault · third return this quarter · value above the desk limit · a bank dispute already open on the order.
Never
Refuse citing "policy" with no reason, or offer store credit where a refund is owed.