Reply from Summer MaeAug 1, 2023
Dear Rebeca,
We sincerely apologize for any inconvenience caused due to the return issue. Your feedback is highly valued, and we want to clarify our communication regarding the return process.
Firstly, our return policy states that we do not accept separate returns for items purchased as part of a set. As the item you purchased is sold as a complete set and cannot be sold separately, we are unable to arrange shipment for a single Large-sized top, as we cannot resell the Medium-sized top you returned.
We understand your request, and your suggestion is essential to us. We will relay it to the relevant team to improve our return and exchange procedures for a more seamless customer experience in the future. In an effort to address your concerns, we have provided three alternative solutions for your consideration:
1. Please use the free shipping label we provided to return the entire set of products. We will then exchange it for a complete set in the Large size. Additionally, we currently have some products available for separate purchase. If you are interested in any of the maternity tops and maternity bottoms from our mix and match collection, we will be delighted to arrange the shipment as soon as we receive your return.
2. If you are dissatisfied with the suggested tops and bottoms, we will gladly process a full refund for your order, including the shipping fees you paid.
3. If you would like to keep the entire set of Medium-sized items and decide to end the return process, we are willing to offer a $10 refund as compensation upon receiving your confirmation.
We regret that none of the three solutions we provided met your expectations. In response to your feedback, we escalated the matter to our higher authorities, and they have approved to send you a complete set of Large-sized items free of charge. Furthermore, you are welcome to keep the Medium-sized items you have already received. We attempted to send you the detailed information for the new order. However, it appears that you declined to accept our communication. The shipping information shows that the new order has been delivered, and we sincerely hope you receive it without any further delays.
Once again, we apologize for any inconvenience caused and assure you that we are committed to resolving this matter to your satisfaction. Should you wish to continue the conversation, please feel free to contact us, and we will be more than happy to provide further assistance.