Hi... For the last 12 months I worked on a project similar to this - for an Australian furniture importer and retailer!!!
It included developing and implementing: customer service policies and procedures for internal and external (customer) use in the Policy and Procedures Manuals (That I also developed) and producing customer documentation including the Warranty policy and the Repairs and Replacements Policy. We decided to make refunds a separate issue for this company...
The project also included defining and communicating customer service standards via the website and in email PDFs, developing and monitoring customer service contracts and standards, providing coaching and support for all staff in the implementation of the policies, procedures and standards and implementing a system for managing and resolving customer complaints using a "24 hour" rule for customer follow up.
The system included customer customer communication scripts, email templates, complaints recording, management and reporting documentation.
Customer complaints are a big issue with furniture imported from Chinese manufacturers and the company needed a professional approach to mange customers affected by variable furniture quality - while it worked hard to resolve the manufacturing and sourcing issues in China. ( I can assist with procurement, manufacturing, Quality Inspections & shipping/logistics for international orders).
Each company has its own requirements - let's discuss... Cheers