STEPHANIE PISANO East Bank Club Spa Director of Spa and Salon |
DAYLEANN VALLEJO
The Spa at the Alfond Inn Director of Spa
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JENNIFER WAYLAND-SMITH
Wayland-Smith Consulting Principal Consultant
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CHERIE RODRIGUEZ Pendry San Diego Director , Spa and Retail |
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We accept any unopened |
We offer a return / exchange |
My preference is for a store |
We have our shop ’ s retail re- |
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products within 30 days of |
policy of seven days . Pro- |
credit or exchange to pre- |
turn policy printed on our re- |
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purchase for a full refund or |
ducts must be unopened |
vent abuse of the return pol- |
ceipts . If a guest asks for an |
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exchange . For skincare , we |
and in the original packag- |
icy . There may be times |
exception to our policy , we |
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accept any opened products |
ing , and any clothing / fashion |
when a refund is required |
review on a case-by-case |
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within 30 days of use when |
items must have the original |
and should be made on a |
basis depending on the cir- |
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an adverse skin reaction oc- |
tag with no damage to the |
case-by-case basis . If some- |
cumstances and item con- |
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curs . We also require a con- |
products . All discounted or |
thing is defective with the |
dition , and at times this may |
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sult with an esthetician |
sale items are final sale |
product , typically the re- |
result in an exchange or a |
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when this happens to help |
upon purchase and cannot |
source partner will replace |
partial or full refund . We |
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educate the client or help |
be returned or exchanged . |
the product at no charge , |
tend to err on the side of gra- |
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make an alternate rec- |
The use of exchange versus |
which then allows the spa to |
ciousness as we do want to |
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ommendation . Our top-sell- |
credit or refund can vary de- |
provide the product to the |
keep our guests as happy as |
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ing brand partner does issue |
pending on the item pur- |
guest without inconven- |
possible . In the very rare cir- |
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replacement products for |
chased . If a product is |
ience . Communicate the re- |
cumstance that we experi- |
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any opened products re- |
damaged at no fault of the |
turn / exchange policy clearly |
ence multiple unsellable |
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turned due to sensitivity or |
guest , or if the guest returns |
to staff and guests , have it |
returns from a guest , there |
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reaction . |
the product unused / un- |
printed on the receipt if pos- |
will be a limit where we will |
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opened within the seven- |
sible , have signage at the re- |
no longer make exceptions |
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day period , we will provide a |
tail checkout as appropriate |
for them . n |
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full refund for the purchase |
and be ready to flex as |
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or exchange for a similar |
needed to keep the guest |
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product of the same type . |
satisfied . |
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54 PULSE n JULY / AUGUST 2024 |