Non-returnable items SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Context

  • Step 1 - Explain how the refund is processed

• 3. Review and Revision History

• 4. Attachments/Appendices

1. Purpose

This SOP covers the various times of items that are non-returnable as well as the exceptions as to when a non-returnable item becomes returnable/refundable.

2. Procedure

Context 

When a customer requests a return, first check if the item is returnable on the product page. Some items are marked non-returnable, but exceptions may apply.

Rule of thumb:

• Our fault (damaged, defective, missing, incorrect, expired): Return allowed ✅

• Customer’s fault (wrong size, changed mind, incorrect order): Return not allowed ❌

Non-returnable items and exceptions

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.