Selling a print--return policy?

Hello everyone. Posting this on NPC site too, figure I'll cover all the bases. Hope you don't mind me posting this in both spots!

So, I just got an order for a 24"x30" print via my website (woo hoo), but in the e-mail, the client asked if I had a "return policy in case I am not happy with the product" set up. Hmmm... Frankly, I've never been asked that before. Has anyone else run across anything like this at all? I mean obviously they like what they see on my website enough to order a fairly expensive print, but just curious what kind of response to give to that inquiry.

Any advice would be appreciated! Thanks!

I'd personally be reluctant to offer a return policy on a custom print. I've sent proof prints and guaranteed that the final print would match the proof or it would be reprinted at no additional cost.

They obviously like the image; the only reason to not be "happy with the product" would be if it didn't match what they saw on the website.

Good luck!!

Congratulations on the sale! My own first website-based sale arrived safe and appreciated in the customer's hands today (w00t!)

If the image is something you'd normally consider stocking, I don't see much harm in offering a return policy, minus shipping unless it's truly a defect in the print. If it's not something you'd normally consider hanging at an art fair, that could get more tricky. There are some people out there selling photos that don't pay much attention to their print quality, and a website is a tricky thing from which to judge an image. I don't know where that leaves my opinion...

It is a scary thing to spend hundreds of dollars on a print when you can only see a small little jpg. I actually offer a full refund or replacement if the customer is not happy with the print or final product. They simply need to return it to me within a week of receiving it. This puts me at greater risk, but it also helps the customer to feel much more comfortable making the purchase. I have yet to have an item returned and if I did, I could probably resell it later. The number of sales I make as a result of my return policy probably well over compensates for any future loss from this policy.

Maybe the customer got burned before purchasing art online; maybe that's why he/she asks. I state my return policy on my site. Nobody has ever returned anything... I think it's just a risk we as sellers have to take.

They obviously like the image; the only reason to not be "happy with the product" would be if it didn't match what they saw on the website.

And this is the kicker. You really have no idea how they see your website. Every monitor, web browser and OS display things differently. Laptops are especially difficult to predict color and contrast from as they differ so much by just the tilt of the screen. I would go with Rick's suggestion to send a proof and say the large print will match it or you will reprint it until it does at no additional cost.

Congrats on the purchase

Craig

I strongly believe in the rule-of-thumb that if the customer is not happy, for any reason, they can return the merchandise for a full refund. If it's a top-quality product, you won't be getting any returns. But the buyer often needs this reassurance when purchasing something online. I think the fact that this customer asked about it shows their concern, and I don't think you should take it as an insult or a threat.

Of course, as others suggested, you may want to have a dialog with them about color matching etc. on-screen vs. in their home; and the fact that the print will be "different" (but likely "better") than what they see on their monitor.

I think Erik and Nat have it exactly right. I worked retail for many, many years before dumping that to turn pro, and I learned some good operating lessons from a good boss of mine. I'd tell them that if they didn't like the print for any reason, you'd take it back and refund their money in full. As small businesses, we must offer something to the customer to keep them coming back, or spreading the good word about us. They're just trying to cover themselves, and knowing the quality of your work, I'd say the chance of them requesting a refund are nearly zero.

Great advice everyone, really appreciated!! It just threw me off a little, since I'd never had that question before. Totally understandable though from the client point of view.

I think I'll e-mail her back and tell her no problem, I'll guarantee the print, and explain about possible differences in monitors. I really think it will all work out fine! Thanks again!!!!


Oh yeah, here is the image in question, going to 24"x30"

Beautiful shot... love those colors. Congrats on the sale!!

Wow Awesome Shot, Congrats on the Sale! You got some sound advice.

I thought that I would step in and offer a confirmation of the full return policy. If you go back into ancient history, around 1970, my brother ran a series of Radio Shack stores in Houston. His last store was the second largest store in the Houston district, the Gulf Freeway Store, in terms of sales. The way he treated repairs was that, if you brought it in, he would repair or replace it. Needless to say, his repair/return expenses exceeded all other stores in the district. However, his store had the largest profit of any store in the Houston district. Basically, if you treat the customer right, he will come back again and again and again...

I hadn't thought of it before, but I will now offer the same for any sale, if asked. When I get more serious later, I will probably put it in writing. Thanks for bringing this up Brent.

Hey Brent - would you mind posting a larger version of your image? No matter how I try I just can't seem to get a 20x30 print from the image above...

Gorgeous picture, BTW. I'm sure your client will be blown away when he/she sets his/her eyes on the actual print for the first time.

Thanks again everyone!

UPDATE! All goes well! I sent her an e-mail per the above advice, saying I'd refund if she wasn't happy with it, as long as it comes back with in a week, and perfect shape. She almost immediately wrote back to place the order, and was appreciative about my refund policy.

Not only did she order the 24"x30", but also four of my calendars! Woo hoo!!!!

Thanks so much again everyone, this thread was a huge help!!!!!!

Congratulations, Brent. That's a beauty and your calendars look great too. Who prints them for you?
Don

Thanks Don!

As for the calendars, it's all little 'ol me! Oh, and my trusty Epson 1280 printer!! Started making them a couple years ago just as gifts, but they've kind of blossomed a bit. So far this year, I think I've sold about 45 since October. Fun, but actually quite a bit of work. If I only counted costs of materials, I make some good money on them, but once you factor in time, well, that's probably another story! But, the way I try to look at it is that I can sit and watch a movie while I'm doing it, and that's most likely what I'd be doing anyway! HA!

What a great idea on the calendars! Unique presentation.

VERY cool calendars Brent! Congrats!

Nathan