Good afternoon!Thanks for reaching out to us by emailI don't recall receiving a letter but since we moved over shop three months ago we've had issues with our mailNonetheless I'm hoping I can respond and resolve this now.I'm very sorry that this customer had this experience with usWe do have our store policies posted in our store in addition to it being on our customer receipts that clearly state sales are final on all needlesI'm attaching a photo of a receipt for you to reviewOur policies exist so that we can ensure the integrity of our productsIf we except returns on certain items then we cannot ensure that the product is in good condition when trying to resell to another customerWe also recommend that before a customer purchases a needle set that can go upwards in cost from $to $we recommend they try one needle first to see how they like itI will be more than happy to give the customer a refund if they are willing to come to our shop with the receiptI will direct my colleagues to do so in the instance that I am not availableHopefully this resolution will be satisfactory please let me know thank you very much
Good afternoon!Thanks for reaching out to us by emailI don't recall receiving a letter but since we moved over shop three months ago we've had issues with our mailNonetheless I'm hoping I can respond and resolve this now.I'm very sorry that this customer had this experience with usWe do have our store policies posted in our store in addition to it being on our customer receipts that clearly state sales are final on all needlesI'm attaching a photo of a receipt for you to reviewOur policies exist so that we can ensure the integrity of our productsIf we except returns on certain items then we cannot ensure that the product is in good condition when trying to resell to another customerWe also recommend that before a customer purchases a needle set that can go upwards in cost from $to $we recommend they try one needle first to see how they like itI will be more than happy to give the customer a refund if they are willing to come to our shop with the receiptI will direct my colleagues to do so in the instance that I am not availableHopefully this resolution will be satisfactory please let me know thank you very much