Pulse July/August 2024 | Page 56

DO YOU EVER WONDER how your peers would handle a situation ? Maybe you ’ re curious what other leaders in the spa industry have to say on a certain subject . In Sound Off , we ask ISPA members from differing backgrounds , countries and companies the same question and see how their answers compare .
“ How does your spa handle returns for retail purchases ?”

SOUND OFF

DO YOU EVER WONDER how your peers would handle a situation ? Maybe you ’ re curious what other leaders in the spa industry have to say on a certain subject . In Sound Off , we ask ISPA members from differing backgrounds , countries and companies the same question and see how their answers compare .

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