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Refunding a physical DVD sale.

by bwh1
8 replies
Is there a need for a 100% money back guarantee for physical products similar as for digital products?

If I sell a DVD over Kunaki and the DVD is OK (not damaged), guess I do not have to refund it just because the client don't like it.

But in case the law say's I have to, does it have to be 100% including S&H or can it be any value I setup at my sales page/sales agreement?

Any experience herewith? thanks for helping out

G.
#dvd #physical #refunding #sale
  • Profile picture of the author Bill Farnham
    I think it makes a difference to some degree in your relationship with your customers.

    I have an ecommerce store where our policy is to refund not only the purchase price, but in some cases also the shipping costs if the customer is unhappy. Usually we don't get many of these come our way, but we sell consumables and the majority of our sales come from repeat customers.

    I imagine if the majority of our sales came from one-off customers things may be different. But an unhappy customer is not a future purchaser, and in fact, can be a negative advertiser that can effect potential sales in the future.

    I also believe that if you look at a standard corporate return policy generally they will not refund the shipping. Some even have a 15% - 20% restocking fee.

    The bottom line is you as a retailer get to create your own policy based on your goals, your customer base, and to some degree your competition.

    I don't think you are legally required to refund if you have an "All Sales Are Final" clause either implicitly or explicitly spelled out. I could be mistaken on that point, however, so that is not legal advice.

    ~Bill
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    • Profile picture of the author bwh1
      Thanks Bill

      that was a great answer and helped me very much.

      I think reputation matters a lot so I will offer sort off a refund based on what my partner and I will agree on.

      tks

      G.
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      • Profile picture of the author packerfan
        If I buy a DVD at best buy and open it, I'm pretty sure I can't return it. I tried with a video game once and they wouldn't let me if I remember right.
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  • Profile picture of the author Stuart Macfarlane
    I know your not UK based so not sure if this applys but in the UK we follow the Consumer Protection (Distance Selling) Regulations 2000.

    Which means anyone buying a product online from you has the right to a full refund if they return the product with X period of days.

    The full goverment write up is here:

    Distance Selling Regulations* - The Office of Fair Trading

    Might be worth double checking if it applys to your country though...
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    • Profile picture of the author bwh1
      Originally Posted by Stuart Macfarlane View Post

      I know your not UK based so not sure if this applys but in the UK we follow the Consumer Protection (Distance Selling) Regulations 2000.

      Which means anyone buying a product online from you has the right to a full refund if they return the product with X period of days.

      The full goverment write up is here:

      Distance Selling Regulations* - The Office of Fair Trading

      Might be worth double checking if it applys to your country though...
      Thanks Stuart

      the product will actually be offered to US, Canada and Europe clients i n first priorityand is a course to use a certain software (worldwide sold) to its fullest potential.

      We will offer a online access or DVD+online for who prefer to get it as a homestudy course.

      Thanks for pointing this out

      G.
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  • Profile picture of the author zacsmith
    I sell a combination product with an immediate download and a physical CD that is shipped. I decided long ago to honor all refund requests "no questions asked," even though this particular product is mostly one-shot sales.

    The result has been that I've collected testimonials from the very, very few who have requested a refund, and I use them to reassure buyers who are nervous about buying online (there are quite a few, especially in my niche, for some reason).

    The occasional refunder is just a cost of doing business, and is far out-weighed by the benefits of a good reputation.

    gary
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    • Profile picture of the author Kevin Riley
      BWH

      I offer a 100% money-back on my DVD products. Have had very, very few actual refunds over the last few years. I'd say the extra sales the guarantee generates far outweighs the refunds.
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      Kevin Riley, long-time Warrior living in Osaka, Japan

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      • Profile picture of the author bwh1
        Originally Posted by Kevin Riley View Post

        BWH

        I offer a 100% money-back on my DVD products. Have had very, very few actual refunds over the last few years. I'd say the extra sales the guarantee generates far outweighs the refunds.
        Yeah Kevin, that's the impression I got from all the answers.

        Thanks for confirming.

        As well, non IM niches tend to have less "serial refunders" so I guess we will go with the 100% no question asked guarantee.

        After all, we trust our quality ;-)

        G.
        P.S By the way Kevin, how's life down in Japan right now? Hope you are far away from the nuke plant.
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