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THE "ROAD HOUSE" RETURN POLICY
If The Live Free Guarantee® is Indie Ridge’s “Unofficial” Return Policy, The “Road House” Return Policy is his older brother who smokes cigarettes, drives a ’69 Camaro, and is VERY protective of his younger brother.
This is technically the “Official” Indie Ridge Returns and Exchange Policy.
Out over a million Indie Ridge customers, I've fully enforced this policy maybe 20 times.
If you've read The Live Free Guarantee and understand it, you can stop reading now.
Still here? Okay. Remember the movie Road House?
Patrick Swayze’s most important rule for being a bouncer (or in my case a small business owner) was:
"Be nice."
So, I'm nice. My team is incredibly nice. 99.999% of you are nice. You support my employees who have kids and rent and mortgages. So, we bend over backwards for customers who are nice.
But Patrick Swayze did have an exception to this rule:
"Be nice, until it's time to NOT be nice."
Sometimes, people forget they're talking to real people. In this case, you're talking to me, Stephanie, or Natalie. And, I'm really protective of Steph and Natalie.
So, if you decide to NOT be nice and polite, that's when The Live Free Guarantee vanishes, and The “Road House” Return Policy kicks in.
Here are some real-world examples of people who were not nice:
1. A customer was yelling over the phone, thinking it would help him get what he wanted. He probably thought he was talking to a customer service rep (which kinda makes it worse) and not me, the owner.
2. I got an email demanding (not asking) that I replace his boots after a year of normal wear and tear.
3. I got a nice email from someone who loved his boots, but had to return them after 9 months, because he needed the money. I accepted his return, and he then bought the newest version of the same boots. I canceled his order.
4. Someone returned their old sneaker’s for a refund. Thanks for your money and your old sneakers.
5. A customer didn't enter his 10% OFF coupon properly, so he emailed Natalie, who was just trying to help and said, "I'm trying to buy your boots. We’re not off to a good start so far."
That really made me mad — that hint of entitlement.
Like an idiot, he emailed from his work email (which I still have). Natalie had to talk me out of destroying his company's online reputation.
Never be rude to my employees. Ever.
NONE OF THESE PEOPLE GOT WHAT THEY WANTED AND ARE BANNED FOR LIFE.
So, you have to ask yourself, "Do I really want to be even slightly rude right now?"
If the answer's yes:
Welcome to the The “Road House” Return Policy, a.k.a. The Official Indie Ridge Returns and Exchange Policy:
Indie Ridge, Inc. [referred herein as "Indie Ridge"] holds the sole authority to enforce the following policies.
Every purchase, exchange, transaction, or interaction with Indie Ridge is potentially subject to these policies.
1. Indie Ridge has sole discretion to deny returns or exchanges, at any time, for any reason, without warning, without explanation, and without communication.
This includes purchases made on www.indieridgeusa.com or any platforms where Indie Ridge products are sold. If you are unsure if you're buying from a legitimate Indie Ridge vendor, you're probably not.
2. Returned items must be unused, unworn, and in their original packaging. They must arrive in brand new condition to be considered for a refund or exchange.
3. Proof of purchase is required to be considered for a return or exchange. The returned or exchanged item must be the exact item version purchased. Order numbers will be cross referenced internally to determine the item version purchased (e.g. The Crow 4.0 vs. The Crow 5.0).
4. International customers are responsible for return shipping fees, VAT, duties, and other associated costs. If you refuse an international order delivery, your money/purchase will not be refunded.
5. Special Edition Products like "The Risky Boot" or "The Blackbird" are not eligible for a return or exchange. All sales are final.
6. For illustrative purposes only, any and all communications to or toward us may be shared publicly as examples of how not to communicate with us. Multiple people have access to our email addresses, as such, you have zero expectation of privacy.
7. Any suspected abuse of The Live Free Guarantee will result in a permanent ban.
Again, out of over a million Indie Ridge customers, I've enforced this policy in full, maybe 20 times. But my favorite number is 21...
Bottom line? You have a 99.999% chance these policies will never apply to you.
Just. Be. Nice.
Steve
Owner | Indie Ridge