That huge order arrived and they want to return it all and get a full refund! I wasn’t happy with some of the pieces but I did explain that due to time restrictions that I thought I would send them anyway and either replace or refund those ones. But after sanding my fingertips off, crying over how insane it was making me, not having a minute of spare time for a fortnight and investing around £200 in supplies they want to send it all back and be refunded. Normally I would swallow my pride and accept, but these are copyrighted designs that I am legally not allowed to sell. I have even said I would work for a sweatshop wage and accept the 50% deposit as the entire payment. I’m waiting on Etsy admin’s help right now so not sure what I can do. My terms and conditions say no refunds on customised orders but I don’t know how well that would stand up legally.

I think I am really close to a breakdown, I think I am going to quit resin for ever. It will make moving house easier (we have just put an offer in for our first bought house today) as I won’t need a workshop, I’ll have healthier lungs and it will prevent this heart ache again. I can’t do nothing though, I like to be busy, so any suggestions for new crafts or hobbies gratefully accepted. I’m going to go and vomit and then cry- in that order- from the fear of wasting so much.



  1. Posted May 25, 2010 at 1:21 pm | Permalink | Reply

    Hey Kerry, its ok lovey, don’t worry. I am sure that the no refunds on customised products is perfectly legal. I would give a refund on the ones you know are not up to your usual standard and leave it at that.

    Don’t give up on your work as you are so talented and it is really beautiful. Perhaps try something else for a while ie felt work?

    I’m home all evening if you want a chat.

    Love Mxx

  2. Jen
    Posted May 25, 2010 at 1:25 pm | Permalink | Reply

    Don’t be silly – they are being stoopid. Hubs and I were talking about your massive order and saying at 200 pieces it’s not really “handmade” they are using you as slave labour – for quantities like that they are skimping on getting them manufactured by a factory.

    Your T&Cs are clear, they have no leg to stand on.

  3. Posted May 25, 2010 at 1:27 pm | Permalink | Reply

    oh my god Kerry – that is so heart breaking :o( why do they want to return it? if they had bought pieces from you previously then they should’ve seen what the new pieces would be like surely?
    i can’t believe all that hard work was for nowt. hugs to you love and extra good luck with the new house x

    • Posted May 25, 2010 at 5:37 pm | Permalink | Reply

      They want to return it as they are in “unsaleable condition” as the paper is positioned differently in some of them, some of them are thicker than others and some as I had previously said myself were a bit cloudy and I didn’t want to send them out but felt it was my duty to given the time restraints. Bubbles, positioning and thickness can’t be helped with the process I would argue, but I would have been OK with some items being returned, not all of them!

  4. Posted May 25, 2010 at 1:36 pm | Permalink | Reply

    I’m so sorry Penny I just don’t know what to say 😦

    Jen’s coment on them using you as slave labour sounds about right though, using you to make 200, and if you can’t sell them on – there must be something you can do? Huge hugs and all my best wishes with getting this (and the house move!) sorted xx

  5. Posted May 25, 2010 at 1:45 pm | Permalink | Reply

    Oh Kerry, I am so sorry to hear it – I hope etsy’s admins are going to help through this, this is not just normal sale, you’ve worked your nuts for that… I just cant believe that something like that could happen so easily…

    keep your chin up, and good luck

  6. Posted May 25, 2010 at 1:48 pm | Permalink | Reply

    sorry for leaving the comment under my other blog, but it was me

    kisses and best wishes to you


  7. Posted May 25, 2010 at 1:59 pm | Permalink | Reply

    Oh no Kerry thats awful. Don’t give up permanently though. I love your work.
    Surely deposits are none refundable… esp for custom work

  8. Posted May 25, 2010 at 2:08 pm | Permalink | Reply

    kerry, don’t let this beat you. your terms & conditions are clear, no refunds on customised orders, and it sounds to me like this was a customised order, in addition to being a large order with a very short lead time. jen is right, a larger manufacturer would have a much longer lead time, and would also most likely want even larger numbers as a minimum order quantity, they have been a bit cheeky using you, a sole trader as a manufacturing service.

    turning the whole experience into a positive, this is a great subject to cover in an article for popular crafts. this kind of thing happens a lot, many crafters would benefit from advice on this scenario.

  9. Posted May 25, 2010 at 2:14 pm | Permalink | Reply

    Kerry, don’t let her make you stop do what you love and are good at. This is just wrong and I sure know how you feel having had the same very thing happen to me just this morning. Luckily, I’m out not hardly near as much as you. I would tell her that if you refund her money, that means you will then be selling the charms and bracelet pieces to recoup the money spent on the job. Seeing as she sent them to you to make and then is sending them back, I think you have every right to sell them. I would tell her that they will go up for sale in your shop the moment they are sent back. then tell her to bugger off. lol you did a great job, I love your work and you are the one that inspired my start in resin. Don’t give up please !!! We are here for you.

  10. Posted May 25, 2010 at 2:23 pm | Permalink | Reply

    How absolutely awful. I want to cry for you. I wish I was nearer to come over and give you a big hug and a chocolate cake.
    Don’t give up, you’re stuff is lovely. Just do smaller orders.
    Hope you get esty to help. Keep us all up to speed.
    fiona xxxx

  11. Posted May 25, 2010 at 2:28 pm | Permalink | Reply

    I hope Etsy has the gumption to support you on this one. Your T&Cs are perfectly clear, so they can’t do this! I agree with the other comments – it sounds like an unrealistic lead time and its totally unacceptable that the buyer won’t negotiate on a few refunds. We’re with you, so don’t give up! Is it worth you contacting some of the other sellers who have supplied this customer? Kx

  12. Posted May 25, 2010 at 2:39 pm | Permalink | Reply

    I am so sorry to read this pennydog 😦 unfortunatly this sort of thing happens alot when working on orders. Don’t give up on your resin work, the experience whilst at the moment will hurt (and a good cry is always a good thing). In a few days you should re-afirm your postives and if a change is what you feel you need why not try it. I recently did it as kitschy jewellery was not making me happy anymore. I feel much better for doing it. Just give yourself a little bit of time as all the hardwork you have put into pennydog brand shouldn’t go to waste.

  13. Posted May 25, 2010 at 2:52 pm | Permalink | Reply

    Thats awful, you’ve made it very clear in your terms, so you are well in your rights just to say no. I think Etsy admin should back you up on this, else they are not being fair when you’ve stated very clearly your terms. Hope it sorts out quickly

  14. Alison
    Posted May 25, 2010 at 2:56 pm | Permalink | Reply

    Poor you! That sounds mortifying and frankly ridiculous on the part of the buyer! I don’t think you should give them a refund – a deposit is surely non-refundable! Don’t give up, your work is great and I always get comments when I wear the battenburg earrings!

  15. JennyBlaze
    Posted May 25, 2010 at 3:02 pm | Permalink | Reply

    This too shall pass! It feels overwhelming since it’s all happening now, but I’m not sure it’s a reason to quit resin. The customer seems to be the real issue here, not the craft. Hang in there!!

  16. Posted May 25, 2010 at 3:37 pm | Permalink | Reply

    Oh Kerry, how awful 😦
    Etsy should be able to sort this out for you as it does clearly state in your terms and condition about customised orders.
    And don’t give up. I agree with Fiona – maybe limit your order sizes for a while, you need to be able to enjoy your craft.
    *Big hugs* Claire.x

  17. Posted May 25, 2010 at 4:17 pm | Permalink | Reply

    I really feel for you! Don’t give up now! You will get through this and it will get sorted.

  18. Posted May 25, 2010 at 4:42 pm | Permalink | Reply

    Sounds heartbreaking!
    I think you might want a studio space no matter what you end up doing though.
    Based on what I’ve seen of your work, I think it does it a great disservice to demand anything in such quantity. I’m sure it was too tempting to take their offer but they are not respecting the fact that this is intensely handcrafted stuff.
    I hope that you don’t get any more put out financially but even more I hope that you are able to not take their fickleness personally. I know that I would be if I were in your situation.
    maybe you should try some of the epoxy and see how the lower odor strikes you.
    although it is more expensive, you ought to be selling some of these things at a higher price anyway so that some jerks won’t take your time and talent for granted.

  19. Posted May 25, 2010 at 8:06 pm | Permalink | Reply

    Kerry 😦

    Not sure what to say, but I do sympathise.

  20. Posted May 26, 2010 at 12:34 am | Permalink | Reply

    Oh no! That’s really poor behaviour on the part of the client. It may not have been up to your best quality, but what do they expect from a sole trader and a ridiculously short sweatshop lead-time?!

    Your T&C should be enough to cover you, but I hope Etsy have your back, too.

    Take a good break to reassess your situation, but please don’t give up on resin altogether – you’ve been an inspiration to me, and I’m sure many other crafters out there, too!

  21. Posted May 27, 2010 at 3:00 pm | Permalink | Reply

    Kerry, Stick to your guns and just refund them for the dodgy ones and hold your hands up that you did not have enough time to complete them to your usual standards!!

    As for quitting, maybe a bit of a change as this is far easier!! Just give the resin a little rest and consider going back at a later date when you have moved and settled in your NEW HOME!! (That is great News BTW) !!

    Chin Up Girl!! xx

  22. Posted May 28, 2010 at 10:15 pm | Permalink | Reply

    Kerry, so sorry to read this – what a horrible thing to happen. Whatever happens don’t take any hasty decisions – rest up as much as you can (difficult I know) and take time to think it all out. You are so imaginative and talented, this has surely got to be just a (albeit horrible and nasty) blip.

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