Last week we were contacted by an unhappy customer about one of the rugs they purchased from Anou. They noted that their rug had multiple frayed threads and asked if they could return it. We were happy to. We even covered the return shipping.
When we first launched Anou, we were told it was too risky to expect artisans to fulfill their own orders, much less provide free returns. Instead, we were advised to consolidate products to monitor quality before they were shipped. But this wouldn’t have worked for two reasons. First, it would have been cost prohibitive. Second, artisans wouldn’t be able to learn and understand the expectations of quality their customers have.
Anou’s success thus far has been built on the idea that experience is the best teacher. Artisans don’t necessarily suffer from a lack of training, but rather a lack of experience. The more meaningful experiences artisans have, the better they will become at their craft and the more successful they will be. That is why we’ve made sure to make it as easy as possible for customers to return their products. While returns can be costly, we consider it a necessary expense to build the experience needed so artisans can thrive.
Given that the Anou’s store has only had one return since it’s launch, something is clearly working and it is unlikely that we’ll change our free return policy anytime soon!