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> If an item is received damaged or defective and you either [contact?] our CS department or me directly, before returning your item, we will cover the cost of return shipping.
Do CSRs provide exchange shipping labels on request as standard practice?
If an item is received damaged or defective, or a defect is apparent within the first 30 days, then yes.
alexdi wrote:Adorama's 'free shipping' policy is at odds with the meaning of that phrase in the rest of the industry. I've never encountered another store that subtracts that amount from returns. Free is free, with the assumption that the shipping cost is rolled into the price.
We frequently offer free shipping as a way of passing on manufacturer discounts to our customers, eg on overstocks etc. We would like to offer free shipping on more of our items and hopefully at some point in the future we will be able to do so.
A recent customer survey revealed that Adorama customers feel our current shipping policies are generally popular, and the majority are happy that we do not, as many of our competitors do, artificially increase the prices of items, in order to be able to subsidize the shipping still further. Overwhelmingly, the response was that our customers prefer to know that Adorama prices are some of the most competitive around; that we will only subsidize the shipping provided it doesn't have to impact on the prices paid by the customer.
alexdi wroteYou're in a much better position to bear the risk of defective product than any individual customer. It would surprise me if the number of returns, fraudulent or otherwise, was so high as to make the more lenient policy untenable.
And we WILL cover the cost of the return of a defective product. What we can't do, is cover the cost of inbound or outbound shipping because a customer has changed his or her mind.
Customer feedback tells us that this would not be a popular policy.