Standard Operating Procedure Returns Replacements Refunds Parts

RETURN POLICY
All our brands have a 90 day return policy. In addition to this the home brands have a one year warranty against damage or defect. Make sure you read our policies on each website and in each catalog. Be comfortable with the information so that you can be clear about the policy with each customer. 90 days is a long time so its a great selling point. Use it! 90 DAY RETURN POLICY ALL BRANDS If for any reason you are not satisfied with one of our products, please return it for exchange or refund within 90 days.

ONE YEAR WARRANTY AGAINST DEFECTS and DAMAGE (All brands except for Magic Cabin & HearthSong) If your item has been damaged or is defective, then you have one year from the date of purchase to return it. ALWAYS CHECK ORDER HISTORY/SHIPPING MANIFEST/ORDER TRACKING Look at the ship date for the item(s) being returned. Does it qualify under the 90 day window? The 90 days is from the date of receipt. Returns will be accepted 95 days after the ship date of the order. (The additional 5 days is to allow for delivery time to the customer). Before you process a return, a refund or an exchange, make sure you check the customers history. Is the first request for a return or refund? If its a second problem get a second opinion from a mentor or a manager. A customer may think they have the wrong item or the wrong quantity of items but they may be correct. Sometimes items may be packed in the same box. 2 rugs may be rolled up together etc. Make sure that youre absolutely certain that you understand and communicate whats in a box before its returned. Provide clear concise comments. Be specific about whats being returned and why whenever you enter a comment about the return. WHO PAYS RETURN SHIPPING?

Our company is responsible for the cost of return for any item that is defective, or when weve made an error. If there is nothing wrong with the item, the customer will be responsible for return shipping. If the customer ordered the wrong item they will be responsible for return shipping. We offer free standard shipping for exchanges when a customer returns an item. HOW DOES A CUSTOMER RETURN AN ITEM? We enclose a prepaid ARS label (UPS) in every shipping carton. If a customer is returning an item they can use this label. If the company is responsible for the return shipping cost then the return shipping will be free to the customer. If theres nothing wrong with the item and we did not make an error the customer can still use the label however $6.95 will be deducted from their return/refund for return shipping. INSTRUCTIONS FOR RETURN FORM AND SHIPPING LABEL Advise the customer that they need to complete the return and exchange form which is on their packing slip. They should also be sure to write their address and order # in the top left corner of the shipping label. This information will help to ensure the prompt refund/exchange for their return. RETURNS TO OUR RETAIL STORES Customers may return items to our retail stores however do not encourage this. Do not volunteer this as an option. EXCEPTIONS We do not accept the return of food or perishable items (plants). Customers need to keep these items or dispose of them. Do not return them. DAMAGED/BROKEN ITEMS If a customer has a broken or damaged item that is beyond repair it may be expensive for us to return it only to dispose of it. Which item is damaged? How was it damaged? In any notes that you enter in tracking you must be absolutely clear what items are damaged and how they are damaged. By being thorough you will save everyone on the team (including yourself) from additional service calls from frustrated customers.

$30 CUTOFF FOR DAMAGED DEFECTIVE ITEMS If an item was received damaged or defective and it has a retail price of $30 or less then the customer should dispose of it or donate it to the charity of their choice. Send a replacement or refund the customer for the item. $25 CUTOFF FOR OUR ERROR If a customer is returning an item due to our error then it should be returned only if the retail value is $25 or more.

RETURN OF FURNITURE/(also Motor Freight items) - If furniture is damaged or defective then the optimal solution is for the customer to donate it to a charity. The receipt for the donation must be under the name of the brand from which it was ordered. This receipt must be faxed to us and we will refund the customer once we receive the receipt in our name. The Salvation Army and other charities will pick up furniture for free.

PRODUCT FAILURE DAMAGE TO PROPERTY OR INJURY If a customer claims that our product was the cause of property damage, potential injury or actual injury.
DO NOT make any claims about our responsibility. DO NOT give any medical advice other than that they may seek medical help. Let the customer know that we have Product Safety and Quality Compliance Department and the incident will be reported immediately to that department. Escalate the call to a manager. While speaking with the customer the manager will complete a Product Saftey Alert Form which will be forwarded to PSQC for resolution.

REPLACEMENT POLICY
If an item qualifies to be returned under the 90 day return policy then the customer has a choice for a replacement of the same item, an exchange for another item, or a refund. DAMAGED/BROKEN ITEMS If a customer has a broken or damaged item that is beyond repair it may be expensive for us to return it only to dispose of it. Which item is damaged? How is it damaged? In any notes that you enter in tracking you must be absolutely clear what items are damaged and how they are damaged. By being thorough you will save everyone on the team (including yourself) from additional service calls. Most of all, youre really going to help the customer by taking the time to enter information that is clear, concise and accurate in comments.

$30 CUTOFF FOR DAMAGED DEFECTIVE ITEMS If an item was received damaged or defective and it has a retail price of $30 or less then the customer should dispose of it or donate it to the charity of their choice. Send a replacement or refund the customer for the item. $25 CUTOFF FOR OUR ERROR If we have made an error sending an incorrect item it should be returned only if the retail value is $25 or more.

RETURN OF FURNITURE/Motor Freight/goods - If furniture is damaged or defective then the optimal solution is for the customer to donate it to a charity. The receipt for the donation must be under the name of the brand from which it was ordered. This receipt must be faxed to us and we will refund the customer once we receive the receipt.
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PARTS* We may be able to send a part to a customer instead of replacing a whole product. Before you issue a parts order remember you must look at order tracking.

For items valued at $25.00 or less, replace the item. For any item that has a retail value of $25.00 or more see if you can send the parts instead of replacing the item.

*If this is the second problem get help from a mentor or manager.

If we made no error and there is nothing wrong with the product the customer will be responsible for the return shipping. If they use our return label, their refund will be adjusted by $6.95 for the cost of the return shipping.

REFUND POLICY
Refunds for returned items are processed only when items are returned to our warehouse. If you are issuing a refund for any other reason, please proceed as follows. Before you issue any refund you must be absolutely sure that we are responsible. Do not discount orders by refunding or removing shipping rates. The following cases show you when and when not to issue a refund. If you have any doubt, ask for help from a mentor or a manager. OKAY TO REFUND: 1. Express Delivery does not arrive within 4 business days as indicated on our site. (Do not count the day the order was placed as a shipping day). Refund only the additional fee for express shipping not standard shipping. Exception delivery delayed due to inclement weather. We will not refund for any weather-related delay. 2. A product arrives damaged or broken, doesnt want a replacement and the customer will not be returning it. 3. There was an error in a charge (price break/price difference). NOT OKAY TO REFUND:

1. Discount codes that were incorrectly applied. Some codes may be restricted only to particular merchandise. Make sure you understand and communicate the parameters of the promotion. 2. Some codes may be time-sensitive. Do not refund customers because they missed the deadline for a promotion. (Make sure theyre signed up for our emails so they dont miss our special offers). 3. After theyve placed an order, customers receive emails with promotional discounts. You may get a request to apply the discount to an existing order, one they may have just placed. Do not do this. These promotions are for their next order. 4. Shipping for Motor Freight or White Glove delivery. Theres much more about this below. See a manager for help. 5. For returns made after 90 Days (exception: One year warranty for home brands items that are defective or fail under normal use within a year of the date of purchase).

REFUNDS FOR MOTOR FREIGHT AND WHITEGLOVE SHIPPING We do not refund for shipping for Motor Freight or for White Glove Delivery. Motor Freight We require customers to be available to inspect and sign for merchandise u on delivery. Because Motor Freight delivery is only to the curb, customers will need to arrange for assistance to move furniture inside. In addition to the information provided on our website (see below)*, we send a letter to each customer prior to every motor freight or white glove delivery. These letters provided here offer specific instructions for the customer. You will undoubtedly get a complaint so its imperative for you to understand the process. If the product is unacceptable then its up to the customer to notify the driver and refuse delivery of the product while the driver is still present. *ABOUT MOTOR FREIGHT (From the website)
Some of our large or heavy items are shipped via motor freight carrier. Carriers schedule deliveries Monday through Friday between 9:00 a.m. and 5:00 p.m. Standard freight delivery policy provides only curbside delivery. It may be helpful to have

assistance available when your merchandise is delivered. Additional delivery charges may be incurred if you require the driver's assistance. The carrier will require that you accept and sign for the shipment. Please carefully inspect the packages you receive. If your order appears damaged, describe the damages on the delivery receipt. You may refuse the delivery if you discover any damage. If you have any questions about motor freight shipments, please contact our Customer Satisfaction department at 1-800-494-7544 or email customer service. Motor freight delivery is not available outside the contiguous United States.
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MOTOR FREIGHT LETTER - INSTRUCTIONS SENT TO CUSTOMER

ABOUT WHITE GLOVE DELIVERY (From the website)

Our premium service, noted in the copy of selected furniture pieces, includes delivery to the room you specify, where the piece is unboxed and all packing materials are taken away. The service is included in the additional shipping cost of these items. White Glove Delivery is not available outside the contiguous United States.

As you can see from the Notification letter, White Glove Delivery may be made by a tractor trailer. Customers should be aware of this so the truck needs to have clear access to the driveway without hindrance from power lines, overhanging branches and so on. If the customers home is not accessible by a tractor trailer then the company will arrange for delivery using a smaller vehicle. If a furniture piece (like a Conestoga cupboard comes in two pieces, the delivery man is required to place and align the top and bottom pieces and attach the two pieces with the brackets which are supplied.

WHITE GLOVE DELIVERY NOTIFICATION LETTER

QUIZ TIME! (Circle one).

1. What is the minimum retail value of an item for you to issue a PARTS order? a) b) c) d) e) $15 $18 $20 $25 $30

2. When you get a request for a refund or a replacement on a White Glove Delivery you a) b) c) d) e) Give the customer free shipping. Give 20% off no questions asked. Give 40% off. Read tracking and notes on order. Read tracking and notes on order then get help from manager or mentor.

3. If we make a mistake what is the minimum retail value of an item before it needs to be returned? a) b) c) d) e) $0 $7.50 $10.00 $35 $25

4. What is the difference in the one year warranty between the Childrens Brands and the Home Brands? a) b) c) d) e) Theyre the same Only Home Brands have a one year warranty against defects 5 days None of the above Is it lunch time yet?

5. Being unclear, not providing detailed information or not entering notes in customer comments is a good idea. a) True b) False

6. If a customer complains and wants to switch a promotion on an order that they just placed (active order) so that they can get a refund, you. a) b) c) d) Say, Of course, Ill be happy to do that. No problem. Say, Sorry Im not permitted to switch promotions on an existing order. Issue a refund for the difference None of the above.

7. When a customer calls about their existing order you check the tracking details in order history. 1. Never 2. Sometimes 3. Every time. 8. Motor freight Deliveries are brought into the customers house. a) True b) False

9. When taking an order for a Motor Freight item you always tell the customer a) The delivery company will call you to make arrangements for the delivery. b) You must be present to inspect, accept and sign for the delivery. c) The company will only deliver your item to the curb. Youll need help to take the item(s) it into your home. d) All of the above. 10. To deliver exceptional service, amaze customers and win prizes its important for me to read and understand the customer service policies on each of our websites. a) True b) False

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