Thank you for sharing your experience. We understand your frustration with the situation involving the Sicce powerhead. It's unfortunate that the initial replacement arrived damaged, and we’re glad to hear that Sicce eventually RESOLVED this with a second intact unit.
As a small Canadian company, we aim to provide the best support possible within the framework of our policies. Our return policy is indeed designed to strike a balance between customer satisfaction and the practicalities of running a small business. Unlike large corporations like Amazon or Walmart, we operate on tighter margins and simply can't absorb the same level of returns without it impacting our ability to serve our customers fairly. We also stricly follow the warrnty guidlines of our manufactures.
You mentioned that larger retailers allow returns of opened or defective items. It's important to note that these policies come with their own set of limitations and aren't always as straightforward as they seem. Our approach ensures that we provide consistent service while honoring manufacturer warranties, which are in place specifically for issues like yours.
You are right about one thing: we DO NOT take back used items. This is what warranties are for. If, for example, you buy a pump and the impeller needs replacing, warranty sends you an impeller. We make no claims beyond what is clearly stated in our terms, which are transparent and fair. We are always here to help but will not, under any circumstances, shy away from our terms simply because of reviews like this. In fact we encourge reviews.
We always strive to make our terms clear, and our team is here to assist with warranty claims and any questions you might have. While we appreciate feedback, we also stand by our policies as they are designed to keep our operations sustainable for the benefit of all our customers.
