House of Joppa: Defective Standard Work 


Small Defects (Imperfections): 

    Examples: Small imperfections, Scratches, Slight Color variations

  1. Let customers know that these are small differences because some of the items are handmade by artisans. 


Small Imperfections Response

“Thank you so much for reaching out to House of Joppa! Some of our products may have slight variations and imperfections because of the nature of their production. Oftentimes, this is because they are handmade or produced by local artisans.  If you still believe this item is damaged, please send a clear image of the damages and I am happy to take a deeper look into this for you.”


  1. If they push back, let them know we would be happy to offer a refund and request they return the product. (Based on the situation, we can pay for the return shipping cost).

  2. Once we receive the product back we can refund them. 


Larger Defects: 

    Examples: No hardware, Major noticeable scratches, Extreme color variations, Extreme Differences from Product online, Deformities 

  1. Let the customer know you are looking to resolve the issue.


Defect Initial Response

“Thank you so much for reaching out to House of Joppa. Thank you for your picture of {insert Product Name Here}. I am so sorry to hear that this product arrived to you in this condition. I am currently looking into the best resolution for you and will reach out as soon as I have one.  Thank you so much in advance for your patience.” 


  1. Advise Colleen. She will start an investigation with the warehouse.

    1. If there is a product that is not defective, create a reshipment.  


Defect Reshipment

“Thank you so much for your patience. . I am happy to let you know that we are able to send a replacement {Insert Item Here}. You will receive an email order confirmation shortly. Thank you again for your patience!”


  1. If there is not, please apologize to the customer and offer them a refund. 

Defect Refund

“Thank you so much for your patience. Since we do not have any product in stock at this moment, I am happy to offer you a full refund for {Insert Product Name Here}. I am so very sorry about this inconvenience. You should see a full refund to the card you have paid within the next 2-3 business days. Thank you for bringing this to our attention and for your understanding.”


Broken Necklaces (Chains): 

  1. In this situation, treat this as damage and not defect. You can just ship them a new product.