MonkeySports, Inc.

Initial Business Response /* (1000, 5, 2015/06/17) */
We apologize for any inconvenience this situation may have caused the customer. However, the customer did agree to our Terms and Conditions when he placed his order with us online. The above stated customer placed the order on Thursday, April 9,...

2015 at 22:30:39 PDT, for WARRIOR HH KROWN [redacted] M & [redacted] M that subtotaled to $109.96, minus a discount of $16.49, plus a shipping fee of $22.47, with a total of $115.94. The costumer's order was delivered on Wednesday, 04/15/2015 at 1:35 P.M. via UPS tracking number: [redacted]XXXXXXXXXX.
The customer placed the order online themselves. The billing address was verified with the bank and positive AVS was received. The shipping address was verified with the customer before the order was shipped out. The customer contacted our Customer Service department and stated that the helmet that he ordered doesn't fit so he would like to return it for a refund. The customer returned the helmet to us but unfortunately the customer's returned was refused by our Returns Department because the item was not in it's original packaging. It clearly states in our Terms & Conditions under Return Policy:
"Items that are being returned must be in new and unused condition. Additionally all original boxes, bags, packaging and literature must be in new condition and included with the returned product. Please make sure the items you wish to return meet these criteria prior to proceeding".
The customer agreed to these conditions when he placed his order with us. The customer's refused package was returned via UPS tracking number: 1ZAXXXXXXXXXXXXXXX and delivered on Monday, 06/15/2015 at 8:03 P.M.
Again, we apologize for the inconvenience this has caused the customer. Unfortunately, we are unable to refund the customer as the packaging for the item has been destroyed. Thank you!

Initial Business Response /* (1000, 5, 2015/11/27) */
We apologize for any inconvenience this situation may have caused the customer. However, customer placed the order on 8/5/2015 9:30:27 AM and customer called on 11/05/XX X:XXAM and complained about product having some discoloration. Therefore,...

we instructed customer to send us pictures of the product to verify the complaint. After looking at the pictures we notice minor discoloration. So we offered customer Store credit of $26.99, which we did issue under store credit voucher number: XXXXXXX. If customer calls our customer service department, then they can redeem that on any future orders. Please note that customer place the order back in August 8th, 2015 and called us over three months later, which is above our 90 day return policy. It is clearly stated in our terms and conditions, under return policy, "If for any reason you are not satisfied, you may return an item covered by our Standard Return Policy within 90 days from the original date of purchase". We are not sure why customer took this long to contact us after they received their product on Tuesday, 08/11/2015 at 10:43 A.M. but it was past the 90 days they have to return the product. Please note this is also a clearance item so it has limited return policy on it. Again, in terms and conditions, under return policy, it clearly states: "Limited Return Policy: Items that are purchased under our Limited Return Policy may be exchanged or returned for store credit within 14 days of delivery. Items that are being returned must be in new and unused condition." This policy is also listed under the product when customer is actually adding the item to cart. Note: customer has to accept terms and conditions prior to placing the order. Therefore, we did customer a favor and issued them store credit for $26.99 even after the called past 90 days. All of our product is brand new. We do not accept old and used items back, therefore, we do not sell our customers old or used product. Customer was shipped brand new product. Again, we apologize for the inconvenience this has caused the customer. We have already issued customer store credit voucher number#: XXXXXXX on 11/17/15. Customer simply needs to call our customer service department and redeem it on any future order. Thank you again for your time and we look forward to doing business with you in the future.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was a present for my son , so we did not take the item out of the box right away ....waiting to buy more items ........ Still should be no reason I should get discolored items ! Yes your policy states no returns after 90 days etc .... But no where does it state you will receive damaged or discolored items anywhere????? Right ! And no you did not do me any favors !!!!
Final Business Response /* (4000, 9, 2015/12/01) */
We apologize for the inconvenience, but we do not sell used, damaged, or discolored product. All items in our warehouse are brand new. To better assist you, we are willing to issue you store credit if you return the pads back to us. Since we have already issued you $26.99 of store credit, as soon as we receive the pads back we will issue the remaining store credit of the cost of pads back to you. Customer service will call you today so they can issue you RA #. Please make sure to get the RA# from customer service prior to sending back the product. See terms and conditions for details on return policy. As long as the pads are not used and are in new condition, we will issue you store credit for the cost of the pads minus $26.99 since that is already issued. You can redeem the store credit any time on your future order by simply calling customer service at: X-XXX-XXX-XXXX. I hope this response brings satisfaction to the customer. We hope to do business with you soon. Thank you.