What to do for customer returns for a product that is claimed to be faulty:
While we have made the flip flops as strong as we possibly can and typically speaking they are very strong, occasionally we do get the odd one that breaks due to a weakness from a manufacturing fault or simply catching them at slightly the wrong angle.
We want happy Archies Flip Flops customers and fortunately returns with Archies Flip Flops are very low, as such we prefer to adopt a very relaxed approach to our returns!
If a customer purchases flip flops and they subsequently claim that they are faulty, eg. if the strap snaps, if the toe pole breaks or if the general quality of the product is believed to be unsatisfactory, then in order for us to process a return then we require the following information:
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Please send us a photo of the fault.
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Please take a photo of the Size Box on the bottom of the flip flops (The US, UK, EURO Size Box) so that we can identify the mould through the Size and Mold Serial Code.
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Please give brief description of how the fault occurred.
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Please tell us how long the customer had the flip flops for.
While we would prefer that you contact us prior to issuing a return, in the special case of an angry / disgruntled customer and the return needs to be solved promptly to avoid aggravating the situation, then we leave the decision of whether or not to offer an exchange or return to the discretion of the retailer.
The following table provides a guideline to help you with making decisions about whether or not to issue a return. The most important consideration when assessing returns are if the issue occurred within the warranty period (6 month) and within the grounds of normal / fair use.
Item:
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Issue a return:
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Do not issue a return:
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Time:
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Within 6 months from the point of purchase.
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Outside of 6 months from the point of purchase.
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Strap Stretching:
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The strap stretching is not a reason for product return.
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The strap stretching is not a valid reason for product return. Just like clothing will stretch if you wear it a lot, the flip flops are not invincible and over time the strap will lose some of its original tightness. If the strap has stretched, it normally means one of few possible things; that the customer has worn the flip flops a lot, they have stretched them at some stage with their hands, they have walked down an excessively steep hill in them, played sport in them etc.
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Strap Breaks:
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The break has occurred within normal / fair use such as just walking, getting out of a car etc.
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The person was running in the flip flops, playing sport in the flip flops, someone stood on the back of the flip flops as they were walking, at a music concert and someone stands on them.
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flip flops Shrinks:
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Even though we do provide an entire warning tag dedicated to warning of this, if a customer goes to the beach or swims by the pool for a few hours and the flip flops shrink, then it is acceptable to issue a return.
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Customer admits to leaving the flip flops in direct sunlight for a prolonged period of time such as at the back or front door step, in the back window of a car, in the boat etc.
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flip flops fades:
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If the flip flops have faded through general use, they are within the warranty period, they have not been left exposed in the sun for a prolonged, then it is acceptable to issue a product return.
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If the flip flops have faded through being left exposed in the sun for a prolonged, then it is not a valid reason for product return. Most items that are left in the sun for a prolonged period will fade.
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In the event that we or you decide that the flip flops is covered by our warranty, then if you are happy to do so, provide the customer with the replacement pair in store and we will provide you with a discount code for use on the retailer website in which the flip flops can other be sent to you straight away or included with your next order.
In short, if it is within 6 months it is covered by warranty. You can replace them in store and we will send you a discount code or they can complete an online returns form themselves.
If for some reason the return cannot be worked in store, then please contact us and we can either offer guidance or take over processing the return for you.