Let me ask you this. Let's say I bought a part from you, and it failed... I am expected to give you a blank check or a CC pending your testing of the failed part for as much as $100 to get a replacement?
If this is accurate, then with all do respect, there is no chance in hell I would agree to those terms, nor would I do business with a company who as a matter of policy does this. Unless the item was 75pounds or more this is most unacceptable.
Based on my experence with defective goods... every business I've delt with returns defective goods on their own dime. I assume it's because it's their fault a product failed. Some offer faster shipping options for a fee... but for the most part if it's bad I pay to send it, they pay to replace it. Other places choose to provide a UPS tag and the process is free.
I've tried to verify your return policy as I was most curious about who to do business with, and I must say your staff wouldn't answer any questions about the subject and did indeed hangup on me. As a rule I take all internet warnings with a grain of salt. Based on a lack of clearness of your policy, I fear your company isn't compatable with my needs as a consumer. The rudeness of your staff in answering questions about policy is not compatable with my needs. It doesn't matter if Mr. Lilly's allegation is accurate, there is no excuse for staff yelling at basic questions of policy.