Squishy Tushy always takes pride in our customer service. Questions and problems in most cases are addressed the same day, as it was in this case (only a few hours.)
Most manufacturers of cloth diapers like to handle any warranty issues themselves that way they can make improvements as they see the need, this was explained to the customer. The customer never asked for a refund, she asked for Squishy Tushy to reimburse her for shipping the product for the warranty issue. Just as Target does not reimburse for gasoline or car wear and tear expenses, Squishy Tushy does not usually offer shipping reimbursement with this type of problem. The customer was told a shipping reimbursement would be looked at and it still will be.
As always Squishy Tushy strives to satisfy our customer's needs.

As stated in Squishy Tushy's return policy which has been available since the opening of Squishy Tushy:

""Packages can be returned, if the entire package is not returned, the unreturned diapers will be charged at the individual price per diaper.

Original shipping charges are non-refundable and return postage is the customer's responsibility and is also non-refundable. Returns may be subject to a 10% restocking fee, exchanges are not subject to a restocking fee. Shipping charges will be deducted from the refund/exchange amount even if the original order received free or flat rate shipping.""
The refund was in full minus the individual price of the 4 diapers that were kept and the original shipping costs, a restocking fee was not charged.

""She credited $24 less, stating that the original package was open. At the time of purchase neither her return policy, nor the manufacturer's return policy stated that full refund would not be given."" This was never stated either by the customer or myself, odviously the package was opened, there is not any cost associated with opening a package.
This customer simply wanted to keep 4 diapers at the package price. As stated, when a package is broken, individual price per diaper is charged.

I strive hard to keep inventory levels accurate, however if someone checks out at the same time with the same item (s) or by human error the inventory is off, it is just that, an error. I offered to refund the order so she could purchase the colors she wanted, but she said ""oh well"", she would choose 2 different colors.

I shipped the package priority (even though free shipping was honored) to Alaska so it would reach her in a short time. I have had more than 1 package returned to me with ""return to sender"" stamped on it from the postal service, once it leaves my office I can not control the delivery. As soon as I received the package back, I reshipped it with a gift for her wait, even though it was beyond my control.

I would have appreciated an email with the frustration after 3 months so that I could have done more to make her happy, however I was not even aware there was a problem.