i have ordered the quick release tank kit for my svs. i thought the product was amazing quility. it looks like you put effort into it. as i remember fast shipment, good packaging, easy iinstructions. over all no complaints here, id say go for the restocking fee, it would dicourage refunds as well, its only 15 bucks or so the customer can eat it and its not like your selling products like clothes or something that wont fit.

 

I haven't bought anything from you, Doug, but I'm going to answer the question anyway.

I think restocking fees are bogus. I realize that somebody has to cover the shipping and restocking costs and that you're in business overall to make a profit, even if it's small. But I also realize that sometime, as a business owner, you have to take a loss and hope that it gets covered by the profits you make on other sales.

It's kind of like another current thread where the guy bought the wrong size jacket and they wouldn't return it. Sure, they have their reasons, but in the end who would you rather do business with, the place that won't let you return your coat, or the place that does with no hassles, even covers the shipping for you.

Just my $0.02.

 

I appreciate the input. I can understand that point of view. The issue is that most retail places charge anywhere from 200% profit, and up. They can afford to have a great return policy if they want. None of the products I make or sell, do I even come close to making even 100% profit.

The other issue is that this is the first time anyone has returned either of these products. SO I know the kits work as they are intended to.

 

If you're not running a high-volume operation, there's no way you can eat costs like shipping and packaging every time someone wants a refund or replacement. I think most people can understand that.

 

You gotta cover your back. Rider first, Business guy 2nd, door mat Never. Restock fees suck but if you are paying S/H and they are not defective then there is no reason why you should pay return fees and lose money.


Did the customer drop the bike or something, I can't see how he has issues unless its installer error

 

Did the customer drop the bike or something, I can't see how he has issues unless its installer error

No....just did feel comfortable with them once he had them installed. And I do not want anyone to not feel comfortable while riding their bike. One of my local buddies did not even want to use a QR tank kit I gave him, cause he felt better about bolts rather than pins......to each is own.

The QR kits I can probably resell. The rear res kit is just gonna go in garbage..I can't sell it as "new" to anyone once it has already had brake fluid in it. So I am losing on that, but such is life.

 

I would agree that a re-stocking fee is acceptable. Shipping and product quality from you (only product bought so far from me was your swingarm sliders, and please note SO FAR! ) has been great.

If there was a valid problem with the product then a replacement or refund I think would be in order but I'm sure this was already covered between you and your customer if this is the case.

If they simply just did not want the product after they got it then that is their problem. Either pay the re-stocking fee or try to sell on here which I'm sure someone would pick up quickly. All IMO

 

DougZcustoms rock.

I have not had an issue at all with any of your products.
the quality of your products is one of your best selling points.
not to mention, the kick a$$ costermer serves you offer to every one who makes a great choice in perches something from you.

as for the restocking fee.

you are not a large cooperation this is stuff you are making at your home in your free time.
and you are way more then happy to correct any mishap that may have ocured. at cost to your self.
so at that point if there still not happy fine charge them a restocking fee.
you can look at it as recouping some of your loses

 

not a fan of restocking fees. if the product is defective, or mis-advertised, i think its on the businesses to make it right. but if its just a return, the customer paying return shipping IMHO is kindof the cost of doing business.


and just watching how you have presented yourself/DZC over the year and a half I've been on here, you try exceptionally hard to make things as advertised, and make sure the customer is happy. (just had to add that)

 

I hate restocking fees, they don't make sense to me. If the item is still in new condition, it doesn't cost you anything to put it back on the shelf. Make the customer pay return shipping, and leave it at that. Unless it was your screw up, then you cover shipping.

But with the rear reservoir deal, I think you should sell them as non-returnable, since you can't resell them once used.

 

ill take a used res kit if its usable.

 

I think I am actually gonna discontinue selling those..not worth the effort anymore. Look for a thread.........I am not sure about the QR kits.

 

I would keep selling the QR kits. For how much you are selling the res kits for, I would just stop selling them.

 

% based restocking fees are crap and I wont buy from companies that engage in it... It leaves a horrible taste in ones mouth to pay 60 bucks for some guy to put an item like a set of rearsets in origional packaging back into inventory.


I have no issue paying for the shipping both ways and giving me a set date for no returns after.



my .02

 

I hear what you are saying...I did 25% in this one case...which covers lost shipping, lost paypal fees, and part of the loss on the rear brake kits that is just gonna go in the garbage. So I am eating some of it, just not all all of it.

I guess when I get to the point where I can make an income off this to live and support a family, I'll be making enough to not have a restocking fee...but that is a long ways away..if ever.

 

As people have already said, if the error is on you, a restocking fee is crap. If it's just a product that they don't want, I would accept the tank release and refund their money minus shipping costs, but I wouldn't accept the res delete kit unless it was in "new" condition. No brake fluid, etc. Maybe put that out at the time of ordering? "Item may be returned as long as it is in a condition for resale" Can add info about damage to threads on QR kits, presence of brake fluid in the delete kits, etc.

 

I think no matter what you do you need to put your policy in writing. Buyers need to have the choice, and you need to have the protection.

 

I agree 100%. I'll need to update my site. This came up now, cause this was the first time someone has actually wanted a refund. I did have one person buy two steering damper mounts, one for a gen I and one for a gen II..and the one for the gen I did not fit....but he refused to accept a refund..which I offered.

 

I hear ya.

 

oh btw, what are these brake res delete kits, what do they do? ;D

 

i think these rules are fair:

if the error was made by the business (ie, wrong item was shipped or the product was defective) the business should pay for return shipping and shipping for the replacement, no restocking fee.

returns/refund for all other reasons, the customer should pay for return shipping + a small restocking fee (about 5% - the % is to ensure customers don't buy expensive items lightly)

exchanges (if the product was not defective, correct item was shipped), the customer should pay for return shipping and shipping of replacement item. no restocking fee.

all returned and exchanged items must be in new/unused condition.



this attitude of customers wanting all the burden carried by the businesses, their mistakes covered by someone else is bs. sure, i agree it's nice when a company offers that level of consumer protection, but i certainly would not expect that to be the standard. it's like all these people who want a mortgage bailout after they overleveraged themselves taking out huge loans to buy giant homes that they can't afford.

if you (customer or the business) make a mistake, have some accountability and pay for it, the world will not come to an end.

 

I've ordered a couple things from you Doug- your customer service is top-knotch, just as you strive for it to be.

I'd create a no returns after XX days policy, and that'd only be contingent upon the item being unused and in NEW condition. Refunds will be issued for items shown to have mfg defects, but if someone just decides they dont want it then that's their problem. Its not your place to take back something because they decide they dont want it after they've installed it or used it.

Sure, it might not be in the best interest of customer service but you gotta draw the line somewhere.

 

I've ordered a couple things from you Doug- your customer service is top-knotch, just as you strive for it to be.

I'd create a no returns after XX days policy, and that'd only be contingent upon the item being unused and in NEW condition. Refunds will be issued for items shown to have mfg defects, but if someone just decides they dont want it then that's their problem. Its not your place to take back something because they decide they dont want it after they've installed it or used it.

Sure, it might not be in the best interest of customer service but you gotta draw the line somewhere.

+1 for limit on the return/exhange period.

 

The time is not an issue here...its with in a week of getting the products.

Its just a case of getting it, installing and not feeling comfortable with it. If there was an error by me, I would of course not charge any fee.

 

Once it is installed its mine, before hand, I should be able to check it out and change my mind if I am not satisfied with the product I should be able to send it back shipping both ways at my cost and not be charged an additional restock fee within a certain time frame.


I view it like looking at something in a store. I don't have to buy to see, so I think if I order something, check it out, and not like it, I should be able to send it back no worries -shipping or any other costs to you, within a certain time frame and not installed.

thats my view.

 

Personally, I wouldn't ever expect or even ask for a refund on an item that I had already used and couldn't return to new/resellable condition. That's my loss. As far as something that can be re-sold to someone else, I probably would expect a refund for the purchase price of the item. But that's in dealing with a "business". If I purchased something from you, I would probably treat it more like a friendly exchange of goods and currency, if you know what I mean. In which case, I would probably expect some level of negotiation, with the understanding that your items and shipping costs aren't going to be padded like you find with online retailers.

 

Padding shipping...now there is an idea...I should have been doing that. LOL
I typically break even on shipping or take a slight loss. Most people all want their packages as quick as possible...so if priority is only a little bit more, I usually send that way and absorb the extra.

 

Padding shipping...now there is an idea...I should have been doing that. LOL
I typically break even on shipping or take a slight loss. Most people all want their packages as quick as possible...so if priority is only a little bit more, I usually send that way and absorb the extra.

Doug,

No shame in a business adding like a $3 handling charge also. Helps covers boxing materials and cost of getting packages to shipper.

You should never take any loss on shipping costs....

Also, I would have to agree with other, not a big fan of restocking fees. But I would state that the product needs to be returned unused. I would not have accepted the rear brake kit back, but would have given a full refund on the QR pieces

 

Well I got a couple things from you (QR tank and seat) and I am very happy with them, but I can honestly say if I knew you charge a restocking fee if I wasn't happy, I wouldn't have bought them. I will gladly pay shipping back, but avoid companies that charge restocking fees. I understand fully this is a low profit deal for you, but I just think restocking fees are crap.

 

I can appreciate all points of view.

 

Never take a loss on something that could hit you two-fold lose on shipping then need to return items causes a double hit. I would charge a 1.50 S/H fee covers gas, materials and .... even if it all fits in an envelope. This then spreads the Re-stock fee across the bulk of your customers.

People hear restock and they get all wierd, and ******. But they will happily pay 10 in SH plus a shipping charge. MC superstore does it till you reach a certain slaes point.

 

From my perspective, this is a relatively straightforward decision;

If the product does not work as advertised, no restocking fee.

If the product is unused, no restocking fee.

If the product works as advertised, but the customer has installed it and changed their mind about what they want... well, taking it back, period, with only a restocking fee is pretty generous, particularly since this is more of a hobby/enthusiast endeavor. It would definitely be worthwhile, as mentioned in other posts, to define the terms and conditions up front to eliminate any confusion and bad feelings. The terms and conditions should also define the acceptable time period for returns.

If this was your primary occupation and you manufactured and sold a wide variety of products, the "terms and conditions" sort of things make more sense, as does all of the necessary nonsense required by the city, county and state. Doing it as more of an enthusiast can be discouraging due to all of the overhead duties and responsibilities that are associated with ANY enterprise.

 

Yeah, I got the impression from the emails back and forth, that they were both installed, and then the customer changed their mind. Which is fine.

At the end of the day, I am very small scale, and do not make the profits to absorb returns* as a "cost of doing business".

* returns as in customer no longer wants product..and not defective items..I pretty much do everything I can to make sure my customer never gets a defective product.

Looking forward, I am going to be changing the business around....getting rid of small items that do not make a good return, or are time consumptive to make. I am going to focus on new products, like bodywork pieces, where I can make more money, and become more of a legitimate business, and be able to absorb returns, if necessary, and not make my numbers go from black to red.

 

Looking forward, I am going to be changing the business around....getting rid of small items that do not make a good return, or are time consumptive to make. I am going to focus on new products, like bodywork pieces, where I can make more money, and become more of a legitimate business, and be able to absorb returns, if necessary, and not make my numbers go from black to red.

Good idea. Adaptation will help bring success.
Well, except that last part. If you're going from black to red, that's the wrong direction.