Consumer World: Return Policies, Return Policy

2012 Holiday Return Policies

CONTENTS
Site Search

SHOPPING
Product Reviews
Compare Prices
Car Buying
Catalogs
Stores

BARGAINS
Discount Shops
Computers
Discount Travel
$$$ Deals

CONSUMER RESOURCES
Directories
Booklets
Buying Info
Health
Home
Reference
Automobile
Legal
Fun

MONEY
Investments
Money Matters
Insurance
Credit/Bank

CONSUMER AGENCIES
Federal Agencies
State Agencies
Intern'l Orgs. Consumer Orgs.

COMPANIES
Online Cust Serv
Auto Mfrs.
Product Info

TRAVEL
Air, Hotel
Bed & Breakfast Destinations

NEWS
Scam Alerts
Recalls
Newspapers Mags

INTERNET
What's New Lists
Search Engines
Wonders
References
Computer Resources

Back to Homepage

SOME RETAILERS NAUGHTY, MOST NICE

shopping (BOSTON-Dec. 19, 2012) Based on its annual return policy survey, ConsumerWorld.org says that while a few stores have shortened their return periods, most retailers' refund policies have remained about the same as last year.

According to the National Retail Federation, 83% of stores are keeping their return policies the same this year, while 7% are tightening them. Consumer World found a few high-profile stores added new, tighter restrictions for certain merchandise like electronics. However, special holiday policies will extend those shorter return periods into January or February, thus blunting their effect.

Many stores continue to “slice and dice” their return policies, creating complicated rules for different categories of items. Electronic items may be subject to stricter rules than say, clothing. Computers, digital cameras, and opened goods may be subject to limited return rights, restocking fees, shorter return periods, or no refunds at all, in part to discourage buyers from “renting” goods for the weekend and to help thwart return fraud. Online policies may also differ from store rules.

Noteworthy policies, policy changes, or unusual return policies for 2012 include:

Target has tightened its return policy for the second time in two years by reducing the return period for computers (tablets, netbooks, and eReaders), cameras, game consoles, gps units, etc. to 30** days (instead of 45, and previously 90). Open items may be denied a refund/exchange. Target can search its system for receipts for customers who lose them.

Sears shortened its regular return policy for many categories of items from 90 days to 60 days. Its extended holiday return period is no longer 120 days across the board, but 30 and 60-day category items can be returned until January 24 or maybe later. Sears continues to impose a 15% restocking fee for missing parts or if items are used. Exchanged items not eligible for a subsequent refund, only another exchange. Must report visible damage to major appliances and certain other goods within 72 hours to qualify for refund/exchange.

Best Buy extended its regular return period to 60 days for certain Reward Zone members.

Buy.com extended its holiday return period from January 31 to February 15.

Toys-R-Us eased its policy to now accept electronics and similar items for return even if the package has been opened. Previously, they were not returnable. Online purchases returned to a store still only qualify for a merchandise credit.

Macy’s only provides a three-day return/exchange period for furniture.

Amazon no longer has 30 different product-specific return policies.

Unusual policies:

Macy’s affixes a customer return label to some goods so a receipt may not be necessary.

Express requires special occasion dresses to be returned with their tags still in place. (This deters “wardrobing” – buying then returning after a one-time wearing.)

Overstock.com: 37-inch and larger TVs are not returnable, and there is up to a 60% restocking fee for some open, used, or late items.

Sports Authority stores will not accept returns of goods purchased at their online store.

Office Max's 30-day return policy excludes refunds on goods that it no longer stocks.

“If shoppers follow the rules, they should have many happy returns,” said Edgar Dworsky, Founder of Consumer World®, a leading online consumer resource guide. “But, since the rules vary so much store to store, you really have to read the fine print.”

Some retailers have relaxed their regular return deadlines by extending the return period into January. Below are some chains with generous regular or holiday return deadlines for purchases made in their brick and mortar locations, unless otherwise stated:

Amazon.com	Jan. 31 for most items shipped 11/01 thru 12/31. Restocking fees up to 50% apply to open DVDs, software, worn books.
Best Buy	January 24 for most purchases Nov. 4 on.
Buy.com	February 15 for goods shipped November 19 to December 31.
Costco	No deadline, but 90 days: TVs, computers, cameras, MP3 players, cellphones, projectors.
Kohl's	No deadline.
Macy's stores	No deadline, but furniture (3 days), mattresses (60). Receipt or return label gets price paid.
Marshalls	January 8 for purchases Oct. 21 - Dec. 9. This retailer posted clear in-store signs about its extended holiday return policy.
Overstock.com	January 31 for most items purchased Nov. 1 or later. Fees apply if opened, used, or late.
Sears	90 days/60 days/30 days depending on item ; January 24 deadline for 30/60 day items; Report certain damaged goods within 72 hours or no refund; Even exchange only on some open items; 15% restocking fee on electronics missing parts; mattresses, some appliances.
Staples	No deadline for office supplies. January 12 for electronics & furniture bought since Nov. 22.
TJ Maxx	January 8 for purchases Oct. 21 - Dec. 9. This retailer posted clear in-store signs about its extended holiday return policy.
Target	90 days most items, except 30 days for computers (netbooks, eReaders, tablets), cameras, game consoles, gps, more, ** but 30 days begins 12/26 for purchases since 11/1. May deny refund for opened items.
Toys-R-Us	90 days most items. 45 days for computers, cameras, video game consoles, audio/video players, more.
Walmart stores	90 days most items. Holiday policy for purchases made from November 1 on, 15 days (PCs, cameras, GPS, more), 30 days (garden, compressors, more) but count days starting December 26.

Return policy law varies state to state. Generally, a store can set up any return policy it wants, whether it is "all sales final", "merchandise credit only", or "all returns in 30 days". Many states require the policy to be clearly disclosed to the buyer prior to purchase, usually by means of a conspicuous sign. Some states do not consider a disclosure that only appears on the sales receipt to meet this requirement. It is not unreasonable, however, to require customers to provide a sales slip or gift receipt to establish where and when the item was purchased, and at what price. Some stores record IDs in a tracking database to detect excessive returns or to thwart return fraud.

=================================
TIPS FOR HASSLE-FREE RETURNS
=================================

Don’t fight the crowds on the return lines the day after Christmas; grab some of the advertised bargains instead. Go back a day or two later. To improve your chances of getting full credit, provide a sales slip or gift receipt, return the item in new condition, unopened, and with all packaging material. Returns without a receipt are subject to the posted return policy, which might result in your receiving only a merchandise credit for the lowest price the item has sold for recently, or possibly no refund or exchange at all.

If the item to be returned is defective, some states such as Massachusetts, require the store to give the consumer his/her choice of one of the three "R's": repair, replacement or refund, irrespective of the store's posted return policy.

Consumers who have a problem returning a gift, should first contact the store manager or customer service department of the retailer. If a satisfactory resolution is not obtained, then a complaint can be filed with the state Attorney General's office or local consumer agency.

Return Policy Survey 2012: retailers' return policies compared

Return to Consumer World.

HOT SITES

*New Sites*
Just Added Here