I believe in Total Customer Satisfaction. I believe customers have a right to receive fine-quality merchandise. Therefore: Defective merchandise returned as per rules below will get you a full replacement or refund. However, there are some customers who take advantage of companies which accept returns, for instance, some keep the merchandise for a simcha and then expect to return it after the simcha, returning a used item. They think the item is still "new enough to return," but that is not fair. Since the company can't sell it at new, what do they do with it? Or some customers simply keep the item for a long time before returning it. The company again can't sell it as new. How can we sell an item as new, if it was in someone else's possession for weeks?! Even if it appears brand new and not worn, we must consider it as having been worn. Rules are necessary for us to stay in business. The rules are intened to make sure we can provide each customer with brand-new merchandise of the highest quality available today.
I will attempt to be reasonable and make your shopping experience a pleasant and successful one, therefore: In exceptional situations, Exception ARE sometimes made to some of the below rules, but ONLY when discussed and agreed to by me IN ADVANCE, before purchase. Please do not expect exceptions after receipt if not agreed to in advance.
Please read the below policy as it will be strictly enforced in order for us to continue running a successful business and continue to bring you savings and highest quality on talleisim, tefillin and all items we sell. Keep in mind that we only sell BRAND-NEW MERCHANDISE, which is ONE of the reasons behind these return policies.
HINT: Anything which you would not wish to receive when you order a brand-new item, will not be eligible for return. My customer can be picky, as they have every right to be. So don't expect to return any merchandise that you think a very picky customer would not readily accept as brand-new. See rules below for examples:
NO item may be returned without authorization. Authorization is received by communicating with me immediately (within 3 days) upon receipt of the item. I ship with tracking on every item, so I know when the item was delivered. All returns MUST have an RMA Sticker with Number.
An item must be eligible for returns in order to request an RMA (Returned Merchandise Authorization) number. When you request an RMA, we will send you a special sticker. This sticker must be used, or the item will sit in our warehouse ignored. Items that are not eligible include any item that weighs over 50 pounds, items purchased on closeout, or modified items. These include ANY item which is CUSTOMIZED or MODIFIED FOR YOU. This includes adding features to a tallis beyond what it comes with from the factory, embroidery, etc. Every item we sell can be returned if it was not made properly, as in a manufacturer's defect that is beyong the normal way items are made by that factory.
Returns are accepted within 14 days (21 days for International customers) of receipt by the customer of the item. After the 14 days (21 days for International customers) , NO ITEMS WILL BE ACCEPTED. Do not ask for exceptions. For many reasons it is not fair to expect us to take back merchandise that far after purchase! (money has already been used to buy additional inventory, item can no longer be returned to factory, item can not be sold as new no matter the condition, if it is in someone else's possession for weeks. Would YOU want an item that someone else had for 2 or 3 weeks before returning it. The 14 or 21 day rules give plenty of time to allow for shipping.)
Before returning item customers must request an RMA #. If the RMA number is not prominently displayed on the package upon return, or if the package is not sent to the correct return address, the package will be delayed in processing and will sit here for weeks before we even realize it is here. This is for the customer’s protection. If the process is not followed, it is impossible to get returns processed in a quick and easy mannerr. Items which are returned after 14 days, (21 days for International customers), or items which are not eligible for return, such as personalized/customized/modified items, will just sit here. We will NOTcontact you or run after you. We will not open the carton to read any enclosed letters or notes. If you want the package back, send me $14.85 to cover shipping and handling. If you do not contact us to return it to you and pay the new $14.85 shipping cost within 30 days of the time the package arrives here, it will be donated to a shul, yeshiva or gemach, at our discretion.
Items will only be accepted if returned to us in the BRAND-NEW condition that they were received by you, with all parts and original packaging included and WITH ALL FACTORY TAGS STILL ATTACHED. A Tallis MUST be folded back on the original folds, so it does not arrive here all wrinkled. This may take a few minutes more, but is important. The return must be sent back in a box, please do not just send it back in the manufacturer's packaging with stickers and markings on the package. The customer is responsible to insure that we receive the return back in perfect, brand-new condition. Please keep all tracking and documentation once you ship your item back so it can be available if necessary. If we do not receive it, it is the customer's responsibility to do any traces or claims.
Returns can take 7-10 business days to process once it has been received back. This time is for inspecting the return, so thank you for being patient. Some items will need to have us return them to the factory, for instance, and authorized return to change a size on an unmodifed tallis.
Again, if you send us an unauthorized return, or waited too long to return after receiving your RMA number and sticker, do not expect us to contact you or give you any refund. We will donate the item to a yeshiva, shul, or gemach.
The original shipping and handling fee is non-refundable in any situation. Shipping costs back to us is the responsibility of the customer NO EXCEPTIONS! Shipping costs back to you after returning an item that is not elegible for return will be the responsibility of the customer NO EXCEPTIONS!
On all items which have a free shipping promotion, customers requesting a refund will be charged FULL SHIPPING COSTS. For Free Shipping items where customers are getting a repair or replacement ON AN ELEGIBLE ITEM, they will get free shipping back to them for the repair or replacement.
In the event of a replacement for a DOA item, or if an incorrect item is shipped, or one which had a significant defect, and customer gets an RMA, shipping the replacement back to the customer will be free of charge. This is for domestic returns only.
International sales are final and this return policy does not apply. We try to work with all of our customers and we are very reasonable, but international returns with customs and shipping prices are just way too complicated.
If the above conditions are not met, we reserve the right to refuse any refunds or exchanges, as we will always excercise that right.
Please feel free to contact us with any questions on our return policy at sales@tallis-n-tefillin.com. We are not always sitting at the computer, and do not even log on on Shabbos, Yomim Toivim or Chol Hamoed, so please be patient as we get to all issues as fast as we can.
