How many selling makers do this?

David Stifle

David Stifle

Joined
Nov 20, 2008
Messages
10,188
Hi Guys,

I've recently started selling knifes, and so far everything has went smoothly. However, I've been very tempted to tell the buyers that, if they are not satisfied with the knife, or simply decide it it's just not their cup of tea, they can return it for a full refund. My wife says if they are not satisfied they should have a valid point before issuing a refund, and she does not think I should issue a refund just because they have decided the knife isn't their cup of tea, as after all, tehy are grownups and should be able to make an informed decision.

I describe my knives accurately and post pretty good pictures, so they should have a good idea of what they are buying. On the other hand, they are buying something they have not been able to examine firsthand. What do you guys think about this issue?

Thanks,

Dave
 
Speaking as a buyer, your wife is right. With good photos and description there are only a couple of reasons for a buyer to return a knife and that would be either a defect not described or poor fit/finish. Buyers remorse should not be an option...

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If they don't like it for any reason , I offer a full refund . I do not want the customer unhappy with my knives for any reason . Of course this needs to be done within a reasonable time frame .
 
ONeill said:
If they don't like it for any reason , I offer a full refund . I do not want the customer unhappy with my knives for any reason . Of course this needs to be done within a reasonable time frame .
Click to expand...

And they need a valid reason, and not because they wish that they had bought another makers knife.
 
100% satisfaction guarantee. If the buyer is not happy have them send the knife back and refund them there money. This is a custom business, there is no one knife that is worth the damage to your reputation that one disgruntled costumer can do.
 
I try to work with them and see if it's something we can change, I had a customer once who was'nt happy with thickness of the handle even though it was the exact dimension he requested. I offered to take it down a little more if he would pay shipping. So far I've never had anyone demand their money back. But that's bound to happen at some point.
Anyway , 100% money back if it is returned in the same condition I sent it.Two week's is plenty of time to make a decision and send it back.
 
I offer a 30 day money back guarantee. This gives people time to decide if the knife is everything they expected. In my opinion you can only find out what a knife is like once you've used it. If people are not satisfied once they've used it and I've not done a good enough job, and I'll happily refund them.
So far, so good!!

Ian
 
Thanks, Guys, It's alway good to hear how others are approaching an issue. I too plan tp offer a 100% sat. guarantee.

Dave
 
I don't make knives, but I do make and sell lanyards and other paracord concepts for people. A bit smaller league then custom knifemaking, but similar philosophy. If they aren't satisfied they get a full refund upon receipt of the lanyard back.
 
For knives that are made to order, I always tell the customer if they don't like the knife once it's finished, I'll sell it to someone else and make them another with whatever changes they want. So far, I haven't had anyone take me up on that.

If selling a knife over a distance, I again say that once the knife is received, the buyer has the option of packaging up and returning the knife (on my dime) for a full refund or for another build. This is of course with the understanding that it will take time for me to build a new knife.

I think that once the customer accepts the knife without issue, then there should be some valid reason for a refunded return. Obviously if the knife doesn't perform well or if it fails in NORMAL use, these are valid reasons. If the person just decides they don't like the knife anymore after already taking delivery without exception, then I would really have to discuss it with the owner.

I've only unconditionally guaranteed one knife, and that was for the military appreciation knife give away David put together. I told Chris (the recipient) that if the knife failed for any reason, even under extreme use, conditions, or abuse, I would gladly replace it for free for the rest of his lifetime.

--nathan
 
I offer a no questions asked return. The only stipulation is minus shipping and the knife (and sheath if included) must be in unaltered original condition. Buying over the net is always hard, sometimes the pictures give a different perspective than an in hand blade.
 
There is a lot about a knife that you can't tell from a picture. Our guarantee includes liking the knife. If they send it back, we will refund the cost of the knife including shipping or make them another knife and apply that cost to the new knife. The policy hasn't created any problems at all, instead I believe it is a great sales tool. If people know that you have a liberal return policy, they will feel much more comfortable buying from you. There doesn't seem to be the "big letter" Mart attitude with knife buyers. They don't buy one just to look at it or try it out and then send it back.
 
All the makers that I have dealt with have offered a no questions asked refund policy. I have never returned a knife, but have always appreciated the fact that the makers would go that far to make sure I was happy with my purchase.
 
OK, everyone is talking about their no questions asked return or 100% guarantee. from 1987 to 2001 every knife that I sent out the costumer always got his knife before I received any payment if he didn't like it he just returned it. But I never had a return and I did have only one costumer that I had trouble getting my money from so that wasn't to bad . I have only had one knife returned for repair with the tip broken, but I just made him a new knife. and he was happy.
Can't have any better guarantee than that. And I'll still do it that way now that I'm starting to make knives again.
 
Hmathews said:
There is a lot about a knife that you can't tell from a picture. Our guarantee includes liking the knife. If they send it back, we will refund the cost of the knife including shipping or make them another knife and apply that cost to the new knife. The policy hasn't created any problems at all, instead I believe it is a great sales tool. If people know that you have a liberal return policy, they will feel much more comfortable buying from you. There doesn't seem to be the "big letter" Mart attitude with knife buyers. They don't buy one just to look at it or try it out and then send it back.
Click to expand...
Well said, most people in this business both makers and buyers tend to be a higher class of people, and I don't mean economic status I mean charactor.
 
I haven't read all the responses, but my policy is a full refund for any reason, within 7 days, and I pay return shipping. The caveat is that the knife must be in unused condition. I offer the return guarantee so that a customer ordering only from photos and my best-possible description has an opportunity to see the knife in the round and test how it feels in the hand. It's not chump change buying a knife and I want to ensure that I don't automatically eliminate the possibility for any future sales. I don't offer returns when the customer has had an opportunity to inspect the knife before purchase, though of course I would stand behind its performance 100%. So far I haven't had anyone take advantage of my return policy or experienced unsatisfactory performance, but presumably it could happen. I don't sell anything that I wouldn't be proud to own myself. ;)
 
This is my return policy.
Return Policy- All knives are sold with an unconditional five day return privilege to give purchasers the opportunity to reassure themselves of the condition and mechanical function of the knife purchased. Purchase price, less shipping costs, will be refunded upon receipt of the knife in the same condition it was shipped to the purchaser. Five days after the buyer receives the knife, all sales are final. I guarantee my work to be free from mechanical defects as long as I remain able to make knives. This does not include natural handle materials such as stag, bone, wood, pearl and ivory, which may shrink, crack or discolor with change in temperature, humidity or age.

Most customers know when they open the box if the knife is what they expected.
 
I think that since your internet reputation is the foundation you've built your business upon, you'd better offer that satisfaction guarantee.

ALSO, I think that properly treating a warranty issue is a fantastic marketing tool that should not be looked upon negatively. Folks love knowing that you stand by your product. Don't pass up the opportunity to do so for even the nitpickingest reasons. The more trivial the issue, the better the press you get out of it.

I offer a satisfaction guarantee. I will pay return shipping and refund purchase price after receiving the knife in new condition. I've never had to act on this guarantee.

My wife is supportive, and though its not her gig, I can tell she's proud of me when I make a nice piece. However, she doesn't get the knife business, and is constantly pressuring me to raise my prices. I haven't done this because I think I have a better idea of what the market will bear than she does. You have to take a non-knife person's business advice with a grain of salt, and proceed with your instincts of how this community uses their funds. After all, you aren't selling insurance. An unhappy customer's public complaint about your warranty policy can ruin your internet reputation, and therefore, your business.
 
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