M & J TOOLING RETURN POLICY / PROCEDURE
All Returns: Item(s) must be restocked & "Money Credited" spreadsheet updated
***Any return of more than $275 value should be brought to Josh / Chandler for evaluation before any refund is sent
eBay
If a return is submitted through eBay:
1. If we are able to substitute a different item: Get ahold of the customer directly and offer the replacement item. If they accept, we will need them to close out the eBay return in order to proceed. We will offer a direct return label if it is something that was our fault (damage that was missed, item is wrong, etc.) or failed gages that the customer provides valid certs for ("valid" meaning accredited or containing all information that an accredited cert would - mainly NIST traceability and standards noted). In all other cases (customer bought the wrong thing, changed their mind, etc) we will simply advise them to ship it back to us.
2. If we are not able to make a substitution / customer does not accept: Add the return information to the "Returns" tab of the Receiving Inventory spreadsheet
If a customer reaches out directly about a return:
1. Check the order date - if it has been more than 30 days from delivery, it is outside of eBay's return window. We will not give any refund or pay for return shipping, but if we have a suitable replacement we will offer an exchange as long as the customer covers the shipping costs and any difference in pricing (if the replacement is more expensive than the original item).
2. We will offer a return label if it is something that was our fault (damage that was missed, item is wrong, etc.) or failed gages that the customer provides certs for. In all other cases (customer bought the wrong thing, changed their mind, etc) we will simply advise them to ship it back to us.
a. If a customer claims gages are bad but does not have certs to back it up (or if they do provide certs but they are questionable for any reason) we will want to get a second opinion from another lab before moving forward with any refund / replacement
3. If the customer decides to move forward with a return, add the information to the "Returns" tab of the Receiving Inventory spreadsheet
Once a return is received:
1. All items must be assesed for use / damage once received in order to determine if a restock fee will be applied:
- Wax has been stripped: 20% restock fee
- New item has clearly been used: 20-50% restock fee
- Damage / Modification: 20-50% restock fee
The restock fee may be waived if:
- Item does not meet any of the conditions above
- We made a mistake / item was actually wrong
- Customer has purchased a replacement already
2. Refund the customer
a. If the return was done through eBay, find it in My eBay -> Orders -> Returns and follow the prompts given
b. If the return was done directly, find the order in My eBay -> Orders -> Paid and Shipped by searching either the SKU, order #, or customer name. Go to the order details and then select Send Refund then follow the prompts given
3. Add the refund info to the Money Credited spreasdsheet
4. Make any necessary changes to the returned item's listing, such as correcting inaccurate information or adding additional pictures of damage
5. Increase the quantity on SureDone by 1 (or more if multiple pieces were purchased & returned)
If restocking an "RSL-able" item (currently thread gages, tool holders, and reamers), there is a chance it has already been restocked from backup inventory in the time between when it sold and when the item was returned. If this is the case, when you bring up the item on SureDone you will see that it shows as in-stock and the item in the pictures will not match the one that was returned. In these cases, the returned item will be put into backup inventory instead, and the backup quantity will need to be increased accordingly on the respective inventory spreadsheet below:
6. Check the eBay link to make sure the quantity & any changes made in step 4 have updated properly
7. Print a new label, bag and restock the item
Amazon
If a return is submitted through Amazon:
1. If we are able to substitute a different item: Get ahold of the customer directly and offer the replacement item. If they accept, we will need them to close out the Amazon return in order to proceed. We will offer a direct return label if it is something that was our fault (damage that was missed, item is wrong, etc.) or failed gages that the customer provides valid certs for ("valid" meaning accredited or containing all information that an accredited cert would - mainly NIST traceability and standards noted). In all other cases (customer bought the wrong thing, changed their mind, etc) we will simply advise them to ship it back to us.
2. If we are not able to make a substitution / customer does not accept: Add the return information to the "Returns" tab of the Receiving Inventory spreadsheet
If a customer reaches out directly about a return:
1. Check the order date - if it has been more than 30 days from delivery, it is outside of Amazon's return window. We will not give any refund or pay for return shipping, but if we have a suitable replacement we will offer an exchange as long as the customer covers the shipping costs and any difference in pricing (if the replacement is more expensive than the original item).
2. We will offer a return label if it is something that was our fault (damage that was missed, item is wrong, etc.) or failed gages that the customer provides certs for. In all other cases (customer bought the wrong thing, changed their mind, etc) we will simply advise them to ship it back to us.
a. If a customer claims gages are bad but does not have certs to back it up (or if they do provide certs but they are questionable for any reason) we will want to get a second opinion from another lab before moving forward with any refund / replacement
3. If the customer decides to move forward with a return, add the information to the "Returns" tab of the Receiving Inventory spreadsheet
Once a return is received:
1. If the return (through Amazon) is "Prior Refund Applied":
a. If there is a significant problem with the return (obvious damage / modification, customer sent back a completely different item, etc.), we can open a SAFE-T claim (if eligible) to try to recover some of the cost
b. In all other cases: We can try to recover some of the cost but it is a long process which involves saving packaging, submitting 3 different types of photos, submitting the claim, checking up on the claim and the possibly re-appealing if it was denied. We will only pursue this option if the order in question has a total value of $80.00 or greater (including shipping), as anything less than that is generally not going to be worth the time it takes to do this procedure.
2. If the return is not "Prior Refund Applied" (or was handled directly):
a. All items must be assesed for use / damage once received in order to determine if a restock fee will be applied:
- Wax has been stripped: 20% restock fee
- New item has clearly been used: 20-50% restock fee
- Damage / Modification: 20-50% restock fee
The restock fee may be waived if:
- Item does not meet any of the conditions above
- We made a mistake / item was actually wrong
- Customer has purchased a replacement already
3. Refund the customer
a. Log into Seller Central, which will require an OTP code that you will have to get from Chandler
b. If the return was done through Amazon, go to Orders -> Manage Returns, find the order in the list, click Issue Refund and follow the prompts given
c. If the return was done directly, go to Orders -> Manage Orders -> Shipped, and find the order by searching the SKU or order #. Under "Action" select Refund Order then follow the prompts given
4. Add the refund info to the Money Credited spreasdsheet
5. Make any necessary changes to the returned item's listing, such as correcting inaccurate information or adding additional pictures of damage
6. Increase the quantity on SureDone by 1 (or more if multiple pieces were purchased & returned)
7. Check the eBay link to make sure the quantity & any changes made in step 4 have updated properly
8. Print a new label, bag and restock the item
Website / Direct
When a customer reaches out about a return:
1. Check the order date - if it has been more than 7 days from delivery, it is outside of M & J Tooling's return window. We will not give any refund or pay for return shipping, but if we have a suitable replacement we will offer an exchange as long as the customer covers the shipping costs and any difference in pricing (if the replacement is more expensive than the original item).
2. We will offer a return label if it is something that was our fault (damage that was missed, item is wrong, etc.) or failed gages that the customer provides certs for. In all other cases (customer bought the wrong thing, changed their mind, etc) we will simply advise them to ship it back to us.
a. If a customer claims gages are bad but does not have certs to back it up (or if they do provide certs but they are questionable for any reason) we will want to get a second opinion from another lab before moving forward with any refund / replacement
3. If the customer decides to move forward with a return, add the information to the "Returns" tab of the Receiving Inventory spreadsheet
Once a return is received:
1. All items must be assesed for use / damage once received in order to determine if a restock fee will be applied:
- Wax has been stripped: 20% restock fee
- New item has clearly been used: 20-50% restock fee
- Damage / Modification: 20-50% restock fee
The restock fee may be waived if:
- Item does not meet any of the conditions above
- We made a mistake / item was actually wrong
- Customer has purchased a replacement already
2. Refund the customer
a. If ordered through the website (BigCommerce):
i. Log into BigCommerce and go to Orders -> All Orders, then find the order by searching the SKU, order #, or customer name
ii. Under "Action" select Refund and follow the prompts given
1. If we are not providing a full refund, select "Order Level Refund" which will let you enter a specific refund amount
2. When asked to select a payment processor, select Braintree
b. If ordered directly by phone / email, the refund will need to be processed by the sales team
3. Add the refund info to the Money Credited spreasdsheet
4. Make any necessary changes to the returned item's listing, such as correcting inaccurate information or adding additional pictures of damage
5. Increase the quantity on SureDone by 1 (or more if multiple pieces were purchased & returned)
6. Check the eBay link to make sure the quantity & any changes made in step 4 have updated properly
7. Print a new label, bag and restock the item