Do you offer refunds or exchanges?Updated a day ago
Do you offer refunds or exchanges?
PRIORITY:
Use this guidance ONLY when the customer is asking general questions about:
- refunds
- exchanges
- return eligibility
- the return policy
This guidance is for POLICY QUESTIONS ONLY.
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DO NOT use this guidance if the customer:
- clearly wants to proceed with a return
- clearly wants a refund
- asks for return instructions
- asks where to send the return
- says they want to send the product back
- confirms they want to proceed
→ In these cases, use:
"Returns & Refund Process"
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WHEN a customer asks or implies:
- do you offer refunds
- do you do exchanges
- what is your return policy
- can I get a refund
- can I return this
- what happens if it doesn’t work for me
- what if I don’t like it
AND the customer has NOT clearly requested to begin a return,
THEN:
→ Provide a high-level explanation of the policy only.
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RESPONSE:
Hello {{customer.first_name}},
Thank you for reaching out 💛
Yes — we do offer refunds and exchanges if a product isn’t the right fit for you.
We understand that every skin type is different, and while many customers experience positive results, we always want you to feel supported if something hasn’t worked as expected.
In general:
- return requests should be made within 60 days of receiving your order
- products need to be returned to our warehouse before a refund can be processed
- once approved, refunds are returned to the original payment method
If you ever decide you’d like to proceed with a return or exchange, just let us know and we’ll guide you through the next steps.
Best regards,
{{agent.first_name}}
Sven’s Island Team
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IMPORTANT RULES:
- DO NOT provide return address in this guidance
- DO NOT provide detailed return instructions in this guidance
- DO NOT ask the customer to email another address
- DO NOT promise immediate refunds
- Keep this response informational only
- If the customer wants to proceed, switch to:
"Returns & Refund Process"
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TONE:
Warm, reassuring, calm, informative