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Policy Violation - Merchant's returns policy is unclear or unavailable

mannsbedshop
New member

I have sent support tickets twice for help as they will not verify my catalogue on Pinterest but they keep coming back with the same thing which is "- Merchant's returns policy is unclear or unavailable"

Our returns policy is on the Header of our website and remains there no matter what page you view. It is very clearly labeled Refunds & Returns Policy

Our Returns Policy is below:

"Refunds & Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We at Manns Bed Shop strive to provide you with the best sleep experience possible. If, however, you find yourself unsatisfied with your purchase, we offer a hassle-free returns policy to ensure your peace of mind. Please take a moment to read through our policy guidelines outlined below.

Initiating a Return:
Contacting Customer Support: To initiate a return, refund, or exchange, please get in touch with our dedicated customer support team. You can reach them via 0161 627 5592 or info@mannsbedshop.co.uk, and hey will guide you through the process.

Provide Order Details:
To expedite the process, please have your order number and elevant purchase information eady when contacting us.

Returns Window and Delivery Timescales:
We understand the importance of a fair returns window. Therefore, our returns policy ensures that the return, refund, or exchange window will not expire before you receive the item, taking into consideration
the delivery timescales provided at the time of purchase. This means you'll have ample time to assess the product and decide if it meets your expectations.

Processing Timescales:
Returns Processing: Once your return request is approved (this usually takes up to 3 buisness days), we will provide you with instructions on how to return the item.

Inspection and Verification:
Upon receiving the returned item, our team will inspect and verify its condition. This process usually takes 7 business days.

Refund/Exchange:
After the inspection is complete, we will process your requested refund on the same day or exchange. Refunds will be issued using the same payment method used during purchase, and exchanges will be processed promptly to ensure you receive your desired item as quickly as
possible. Please note: Refunds can take up to 3-5 business days to show in your account. This is the banks process not our own.

Conditions for Returns:
Items must be in their original condition, unused, and free from any damage or wear. The item should be accompanied by all original packaging, including tags, labels, and accessories.

Any product that has been assembled or modified after
delivery will not be eligible for return. 

For hygiene reasons, mattresses and bedding accessories
cannot be returned once unwrapped, unless there is a manufacturing defect.

Customized or personalized items may not be eligible for
return unless there is a manufacturing defect.

Non-Returnable Items:
The following items are generally not eligible for return unless they are faulty or defective: 

Mattresses that have been unwrapped from their original
packaging.
Personalized or customized items.
Items showing signs of misuse, damage, or wear and tear.

Contact Us:
If you have any questions or concerns regarding our returns policy, feel free to contact our customer support team at 0161 627 5592
or info@mannsbedshop.co.uk

At Manns Bed Shop, we value your satisfaction and are committed to ensuring a smooth and transparent returns process. We appreciate your trust in us and are here to assist you every step of the way."

As you can clearly see, our policy has everything Pinterest needs. However I have submitted 2 tickets and had the same response. It's silly you cannot speak to an actual human 😞

Please advise and please do not direct me to "filing a ticket with our support team" as I have done this twice and had the same generic response which does not help.

Thank you in advance.

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1 Reply
PinterestIvania
Moderator
Moderator

Hi @mannsbedshop, welcome to the PBC and thank you for sharing your experience. I completely understand your frustration.

I would love to help you out and troubleshoot this issue, but as of now, our support team currently handles all direct VMP account issues. I recommend reaching again to our support team here to help get this solved. They’ll be able to analyze your account and troubleshoot this issue. If you receive an automated message, reply to it to make sure that you're getting connected to an agent.

In the meantime, we’ll be sure to share this feedback internally with our team. Your feedback helps us create a better experience for all merchants!

Thank you for your patience. Please let me know if there’s anything else I can help with and be sure to review our Help Center article for more information on the Verified Merchant Program. 

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