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Tough call, Amery. I usually don't offer returns on custom designs
and during the process of making the piece, I walk the customer
through every step of the process from drawings to wax model to
finished piece. In 40 years of custom design and manufactur, I can
count the returns on one hand. If I were in your shoes, I'd first see
if you can get the customer to trade the piece in for another, either
a stock piece or another custom piece. If that doesn't work, then she
isn't really unhappy with the design, she's decided she shouldn't
have spent the money. That's not your fault, offer to sell it on
consignment for her and take a percentage (which you would deserve
because, if and when someone buys it, they won't be buying something
else in your store). Explain to her the problem, it was made to her
tastes and cost more in time than a production piece to produce so it
ends up outside your well thought out price point system. That means
it's difficult to sell for two reasons: price and style. You've
probably already paid sales tax on it and paid other bills with the
money, this the kind of thing that just kills cash flow.
David L. Huffman
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