Product Care & Breakage Policy

you break it, you buy it respecting craftsmanship and supporting our makers many of the products in our stores are handmade, one of a kind pieces created by independent makers when an item is damaged, the makers often cannot repair or replace it our "you break it, you buy it" policy helps ensure that makers are fairly compensated for their work and that their products are treated with care this policy isn't about blame it is about respecting craftsmanship and supporting the people behind the products kindness first accidents happen! our goal is always to respond calmly, with empathy and professionalism staff should never react with frustration public embarrassment blame or accusation even when accidents occur, we strive to maintain a welcoming and respectful environment for everyone in the store preventing breakage thoughtful store practices can help reduce the chance of accidental damage staff can help prevent accidents in the following ways ensuring displays are stable and not overcrowded keeping walkways clear and easy to navigate maintaining comfortable browsing space monitoring fragile displays during busy periods when customers are browsing fragile items, staff can offer friendly support example "those ceramics are handmade and a little delicate please let me know if you'd like help taking a closer look " this approach protects the products while still encouraging customers to explore and engage with the work if something breaks even with preventative measures in place, accidents can still happen if an item breaks, staff should respond calmly and follow these steps step 1 check on the customer safety always comes first approach the situation with care and concern "are you okay? these things happen sometimes let me grab something to clean this up " step 2 secure the area carefully remove broken pieces to ensure no one is injured if necessary ask nearby customers to step back use appropriate tools or protective gloves if available ensure the area is fully safe before continuing step 3 explain the policy once the situation is safe and calm, kindly explain our policy "because many of our items are handmade by local artists, we do have a 'you break it, you buy it' policy so the maker is still supported " remember to keep your tone neutral respectful matter of fact — avoid language or tone that sounds blaming or confrontational if the customer pushes back, we cannot force them to adhere to the policy respond with the following "i hear you, i just have to inform you of our policy if you choose not to adhere to it, i ask that you please keep it in mind moving forward " if staff are unsure of what to do pause → stay calm → involve the manager manager support if the customer continues to become upset after you've taken the previous steps, involve your manager manager may use discretion depending on the situation key reminder our goal is always to balance care for our makers with care for our customers by responding with empathy and professionalism, we can resolve situations respectfully while continuing to support the artists and small businesses who make our stores possible staff do's and don'ts to maintain a respectful and professional environment, staff should follow these guidelines staff should stay calm and supportive when accidents happen check on the customer's safety first secure the area and safely clean up broken items explain the policy clearly and kindly involve a manager if necessary staff should never accuse or blame the customer raise their voice or create a scene demand payment aggressively continue debating the situation if the customer becomes upset if a situation becomes uncomfortable or escalates, staff should pause the conversation and involve a manager staff should always inform the store manager or assistant manager when a breakage or suspected theft occurs documentation should not be completed by staff unless instructed by management (this prevents inconsistent reporting across stores) manager documentation & vendor communication managers are responsible for documenting incidents involving stolen or broken items to ensure accurate records and proper communication with vendors this includes completing an lp & breakage incident report for the situation recording the incident in the end of day report noting the product details, vendor name, and circumstances of the incident communicating with the vendor when required, following company guidelines proper documentation helps us track patterns across stores maintain accurate inventory records ensure vendors are informed and supported supporting our makers and our community every item in our stores represents a maker's time, creativity and care by handling breakage situations with empathy and professionalism, we support both our makers and our customers while maintaining the welcoming environment our community deserves