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Most companies stock a restocking fee of up to 15%, if the part is not defective. However, I think this may scare customers away. One thing you may want to offer is to diagnose the problem and suggest the right product/part to fix it. Sometimes I find that once you explain that it may not be as simple as buying a part and popping it in, they go ahead and have you (the expert) do it. It'll just be more pleasant for all parties.

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Q: What fees can you charge when charging customers for returning goods?
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