Reply from smafan.comMar 13, 2023
Hello Tami. Thanks for leaving a valuable review for us.
We are sorry to hear about the difficulties you experienced with your recent purchase of a downrod from our store. We understand how frustrating it can be to have an item that does not appear to be compatible with your fan.
From your message we knew that you had a low profile ceiling fan. Downrod can't no be installed with a flush mounted ceiling fan. We should have underlined this key point to you at first.
Regarding the return of the downrod, we apologize for any confusion regarding our refund policy. We strive to make our policies clear and transparent, but we understand that sometimes there can be misunderstandings. We do charge an operations fee for refunds that are not related to a quality issue, as stated in our return policy.
To be honest, recently, we decided not to return the returned accessories like downrod, remote, pcb, but to refund customer directly after deducting the operation fee. This is to reduce the chance of accidents caused by our returns and reduce the cost. This operation fee is actually the return shipping cost for the returned products, if you persist to return item and get a refund, we can help you with these.
Now that because it is not the quality issue of the downrod but it's your low profile ceiling fan that can't not install with a downrod, you will pay the return shipping cost, which equals the operation fee.
Please know that we take customer feedback seriously and will take steps to improve our instructions and communication with customers to prevent similar issues from occurring in the future. We appreciate your honest feedback, and we hope to have the opportunity to serve you better in the future.
About the instruction of installing a downrod with a ceiling fan, you can find it in your ceiling fan's package, instead of from a downrod package. Of couse, you bought a low profile ceiling fan, so that it would not teach you how to install a downrod with your flush mounted ceiling fan.
Item Price: $32
Shipping cost: $9.9 (Order item subtotal over $39 will enjoy free-shipping, but this order won't)
Total: $32+$9.9=$41.9
Because it is not the quality, we will deduct operation fee/return shipping cost from refund. It depends on your choice. You can choose return the item or keep it. The amount will not change.
Operation fee=$4.31
Return Item Price: $32
Shipping Cost will not refund, which was received by UPS
Refund Amount: $32-$4.31=$27.69
Please do not add the shipping cost as your refund. You paid shipping cost for send item to you when you placed order, instead of returning.
Hope you will choose smafan.com again. We wish you have a good experience next time.
