Processing an Exchange for Defective Retail Items (Clinic)
 

Policy

• Products are not eligible for exchange if purchased more than 30 Days ago.
   
• A defective product may be exchanged for the same retail item only.
   
• A defective product is one that is no longer in working condition for no reason of the Client. (Broken pump, product will not dispense etc)
   
• A 'Returned/Defective Product form' sheet must be filled out immediately after receiving the defective product and attached to the defective product.

Task

1. Check to see if product is defective (for example, if the customer claims the pump is broken then pump the product to confirm)
    
2. In Zenoti, check to see when product was purchased (See 'Client Profile Overview')
    
3. Perform exchange (See 'Exchanging retail items')
    
4. Locate and fill out the 'Returned/Defective Product form' sheet. These are preprinted and kept behind the desk, but if you are running low this sheet can be found on google drive.
    
5. Tape sheet to product and give to MOD.