From: Sarah K fr'" To: Subject: Re: Your Vermont Lantern Co. Order Date: Wed, 13 Jul 2011 15:16:52 +0000 Wow. Pm really surprised by this. Your website clearly states you offer a 100% refund for orders which don't work; not that you charge any sort of restocking fee, etc. I agree it is quite frustrating for me to have to cancel this order. My employer saw the one I ordered beforehand and loved it! He told me to buy 10 more, so I followed his instructions. After I placed the order, he saw the lantern in the location he intended to use it, but unfortunately, and to our surprise, they looked much too small on site. I thought we were lucky to have cancelled the order before it shipped out! Obviously I had no way of knowing you had extra work to do in electrifying them, etc. and I am terribly sorry for any inconvenience this has caused. But I'm confused how you wish to charge me for canceling when your website clearly states you offer a full refund. I would have no problem paying a restocking fee, IF that's what you advertised. But I do have an issue being charged something when it is not stated as your policy. That is false advertising and a very serious thing. Return Policy Return and Exchange Policy - Our 100% Satisfaction Guarantee Your purchase is not what you expected or doesn't match your decor? Not a problem! With Vermont Lanterns your satisfaction is 100% guaranteed! We offer a full refund on the price of your lanterns if returned unused and in the same condition as you received them within 30 days of your purchase, excluding shipping costs. It is not necessary to call but we would appreciate it. On Jul 13, 2011, at 7:06 AM, Jefferson Carr wrote: Sarah, in looking into your order I just discovered you used an American Express which is a higher charge to us @ 3.55% So the cc charge in and out is $141.72 = electric $80.00 =$221.72 Please reply and I will refund the AX purchase minus the above amount. Regards Jeff Forwarded message