February 21st, 2011

sandy

returning damaged goods

This isn't a beware, more of a question I've been thinking about and I wanted to get some input on.

I make plastic replica animal skulls. Recently I shipped one internationally and it arrived broken. I have no problem replacing it, I am happy to do so. My question is, is it rude to ask a customer to ship something damaged back to you? I wouldn't for small things, but this particular one was one of my $55 skulls, and I could easily fix the damage here and resell it for cheap so I don't lose money replacing it.

A company sent me the wrong thing once, and asked me to send it back when they sent the replacement. It was something valued at $11, and they didn't offer to pay for return shipping. I was annoyed that they expected me to take extra steps to fix something they screwed up, and pay for it.

So since I've been on both sides of the situation, I'm kind of on the fence about it. I'd love to hear your thoughts.

EDIT - sorry, I should have been more clear. cost isn't really the issue, I wouldn't think of asking a customer to pay return shipping for damage that wasn't their fault. Considering that shipping can be a major hassle for people, I was just wondering if it's rude to ask someone to ship a damaged thing back.

Thanks for all the responses! I'll edit my policies/TOS, and insure more things from now on :)