Legal Question in Consumer Law in Virginia

Refund Policy for a print business

A client bought flyer for mailing from us, and once he recived them he writes and email and returns the box and demands a full refund. The issue with this was when the box arrived it is clearly been tampered with, meaning 500 -600 flyers have been taken out. This leads me to belive he took what he needed and is returning the rest, which i think is unfair as we did our part. There was an issue with the order as it was delayed but we offered free delivery and 40 USD discount. The individual is rude and threatens to sue us for 3000 in damages and 25000 for defamation, which is really dont understand why.

The client has been a very tough one from the start and threatend to sue on every occasion. this was our first encounter with him, and we have tried to be helpful. but the client just isnt very cooperative.

I understand that he is the client, but i have also said if he returns the 500 flyers taken i will issue the full refund even tho its not our policy to do so. we issue credit. I think it would be unfair for us to really take this hit. as he clearly got what he wanted and has no use for the others.

Please can you tell m where we stand if he does decide to sue.

Thank you so much


Asked on 5/12/09, 9:44 pm

1 Answer from Attorneys
Michael Hendrickson Law Office Michael E. Hendrickson

Re: Refund Policy for a print business

If these flyers are a specially made to order item,

then I assume your policy would be no returns and no refunds, absent extraordinary circumstances which have nothing to do with the buyer(such as provable no or faulty delivery).

And, if so, then such should apply to the situation which you've described(in my opinion).

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Answered on 5/13/09, 11:07 am


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