While you are automating your operations hope you don’t lose the human factor esp. while addressing the grievances. Cos. limited 10-day replacements policy is not adding to the cause of users going online. You should be mindful that users purchasing online may not best placed to see and experience item physically unlike offline shopping. If the judgement goes wrong for whatever reasons the price paid is significant esp. with big ticket items. With your stringent return policy I don’t see myself visiting your portal anytime in the future.