We are putting a standard procedure in place for handling damaged or defective merchandise at Market Street Creatives. This policy will help us handle these situations consistently and fairly for both our customers and our business owners.
Effective immediately, please follow this procedure:
Damage discovered before a sale: If you or a customer notices that an item is damaged before it is purchased, please bring it to the checkout counter. MSC staff will remove the item from sale and notify the appropriate business owner.
Defect discovered after a sale: If a customer discovers what they believe is a defect after purchasing an item, they should bring the merchandise back to the MSC checkout counter. MSC staff will review the item and the circumstances before any return, exchange, store credit, or other resolution is offered. If we determine that the merchandise had a pre-existing defect or problem, MSC will determine the appropriate resolution and notify the business owner when necessary.
Customer-caused damage is not considered defective merchandise. This includes damage resulting from dropping an item, misuse, improper handling, neglect, improper storage, or normal wear and tear. These situations do not qualify for a return or adjustment under our damaged/defective merchandise procedure.
IMPORTANT FOR ALL BUSINESS OWNERS
Please do not independently authorize a refund, exchange, store credit, or other adjustment at the checkout counter for damaged or defective merchandise. Please have the customer speak with an MSC staff member so we can review the situation and handle it consistently.
Also, please never make a decision regarding merchandise belonging to another business owner. Always refer the customer to MSC staff.
Our goal is simple: take care of our customers while also protecting our business owners from returns involving merchandise that was damaged after it left the store.
Thank you for helping us keep this process consistent throughout Market Street Creatives.