[Jewelry making - Article 00069] - Re: [Orchid] Refund of custom made jewelry

[Jim Reitze]

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    I have worked in a number of places over the years that do custom
    work, and NONE has offered any refund on custom pieces.  By degrees,
    there were ways of dealing with disatisfaction, but never refunds. 
    Correcting, remaking, redesigning (perhaps at extra cost), but never
    refunds.  Of course, all of these terms and conditions should be
    spelled out in advance, preferably with a customer signature to
    indicate knowledge and acceptance of the deal. Depending on where I
    was working at the time, we were always willing to at least correct
    any mistakes on our part, or defects in material and workmanship. 
    Usually, all designs were signed off by the customer at various
    stages of production, and all stones were inspected by the customer
    before setting for approval. 

    In your case, I guess it will depend on what agreement, if any, you
    made with the customer in advance, and just how much you value that
    customer's future business (and fear the bad publicity they could
    make).  If they are willing to take matters to court and you don't
    have a signed agreement, it might cost you more in bad publicity and
    legal fees than it is worth, even if you have solid footing legally. 
    Worst case scenario:  Give them a refund, do the best you can to
    recover the loss and learn from the mistake. Life is full of learning
    experiences, most of them not too tasty. 

Jim
http://www.forrest-design.com


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