This article explains what happens when items are identified as faulty while stored in (or shipped from) our Fulfillment Center, or when items arrive already damaged. A full breakdown of what is accepted and rejected within THE ICONIC returns guidelines can be found in the Returns Acceptance Guide.
Faulty items fall into one of these categories:
Customer & Warehouse Faulty (we are responsible)
Supplier Faulty (item arrives already damaged)
Each category is handled differently.
1) Customer & Warehouse Faulty
Q. What counts as “Customer & Warehouse Faulty”?
A. These are items that cannot be sold to a customer and cannot be returned to you, including SKUs that are:
- Damaged while being stored in our Fulfillment Center
- Damaged in transit from our Fulfillment Center to the customer
- Incorrectly processed customer returns, where the item can no longer be sold or returned to you
Q. What happens to these items?
A. We conduct a monthly review of these unsellable/unreturnable SKUs. These items will be written off.
Q. Will you be reimbursed?
A. In line with your contract, where applicable, we will provide a reimbursement for affected SKUs.
Reimbursements are:
- Reflected on your Account Statement (where due)
- Reconciled and paid quarterly (where due)
Q. How will reimbursements appear on my Account Statement?
A. Reimbursements will appear as manual adjustments. They will include clear identification in the comments column indicating that the adjustment is a reimbursement.
2) Supplier Faulty (Returned to Seller / RTS)
Q. What counts as “Supplier Faulty”?
A. These are SKUs that arrive at our Fulfillment Center already damaged.
Q. What happens to these items?
A. These items will not be written off. Instead, they will be processed as Return to Seller (RTS) and sent back to you.
Q. Will I receive a notification?
A. Yes. You will receive a notification that includes:
If you need more detail about a SKU write-off or want clarification on the reasoning, please contact the Seller Helpdesk. Our team will assist you.