Consumer World: Return Policies, Return Policy

2009 Holiday Return Policies

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SOME RETAILERS NAUGHTY, MOST NICE

shopping BOSTON (December 16, 2009) - Based on its annual return policy survey, ConsumerWorld.org says that shoppers will find returns a bit easier this year in some stores because of more lenient rules.

According to the National Retail Federation, 80% of stores are keeping their return policies the same this year, 17% are tightening them, and just under 4% of retailers are easing their return rules. Consumer World, however, found most policies remained the same or are a bit more liberal, partially reversing a trend toward more restrictive policies each year. This year, some stores have extended their return deadlines, and eased policies regarding the return of goods without receipts.

Most stores, however, continue to "slice and dice" their return policies, creating complicated rules for different categories of items. Electronic items are typically subject to stricter rules than say, clothing. Computers, digital cameras, and opened goods may be subject to limited return rights, restocking fees, shortened return periods, or no refunds at all, in part to discourage buyers from "renting" goods for the weekend and to help retailers thwart return fraud.

Noteworthy policies, policy changes, or unusual return policies for 2009 include:

Best Buy lengthened its holiday return period for most items by one to three weeks until January 31, but computers still only have their standard 14-day return period. That means it is already too late to return any PC bought on Black Friday.

Target now allows gifts to be exchanged without a receipt, as long as the total of such unreceipted returns does not exceed $70 in a year. Merchandise can also be exchanged without a receipt for something else in the same department of equal or greater value.

Wal-mart added an extended holiday return period for items normally subject to its shorter 15/30/45 day return period, such as computers and cameras. Now those return periods first begin to run on December 26, rather than from the purchase date (November 15 or after).

Sears doubled its holiday return period for electronics, software and mattresses to 60 days.

Office Depot added a formal extended holiday return period until January 9.

Unusual Policies:

Amazon.com has 29 different product-specific return policies in addition to its regular one.

Macy's affixes a customer return label to goods so a receipt is not necessary most times.

JC Penney requires special occasion dresses to be returned with the "return tag" still in place. (This thwarts buyers from "wardrobing" - buying/returning after a one-time wearing.)

Overstock.com has up to a 60% restocking fee for some open, used, or late items.

At Wal-mart: "In the event that a customer has returned more than three items without receipts within a 45-day period, the cash register system will automatically flag the transaction, and a customer service manager or member of management must approve the return. These cash register messages will remain for six months and will disappear if there are no more returns during that time period."

SmartBargains.com keeps goods buyers return late a second time, with no credit given.

Office Max will not accept returns of opened cameras and software, unless defective.

"The easing of some restrictions should make for more happy returns," said Edgar Dworsky, Founder of Consumer World®, the Internet's leading public service consumer resource guide [ www.consumerworld.org ]. "But, unexpected restocking fees may still surprise some shoppers."

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:

Amazon.com	Jan. 31 for most items shipped 11/01 through 12/31. 15% restocking fee on open computers; Other restocking fees up to 50% apply for opened DVDs, software, worn books, etc.
Best Buy	January 31 for most purchases Nov. 1 or later; Computers: only 14 days from purchase for in-store buyers, from receipt for web buyers. 15% restocking fees on certain opened items.
Buy.com	January 31 for goods shipped November 22 to December 31.
Costco	No deadline, but 90 days for TVs, computers, cameras, port. music players, cell, projectors.
Kohl's	No deadline (with receipt)
Macy's	180 days from purchase; 10% restocking fee on furniture, mattresses.
Marshalls	January 4 for purchases Oct. 25 - Dec. 4.
Office Depot	Jan. 9 for technology/furn. purchased Nov. 22 or later; office supplies: later of 1/9 or 1/24.
Overstock.com	January 31 for most items purchased Nov. 1 or later. Fees apply if opened, used, or late.
Sears	120 days for most items bought 11/14-12/13; 60 days for electronics, "software", beds; 15% restocking fee on electronics if missing items, built-in appliances, and certain special orders.
Staples	No deadline for office supplies. January 9 for electronics & furniture bought since Nov. 27.
TJ Maxx	January 4 for purchases Oct. 25 - Dec. 5.
Target	90 days from purchase. 15% restocking fee on portable electronics, digital cameras, camcorders; specially marked clearance items only qualify for current sale price.
Toys R Us	90 days most items. 45 days for unopened electronics, video games, DVDs, more; if opened, identical exchange only. Online extended holiday return deadline: January 15 for purchases November 1 onward. Some restocking fees apply to ToysRUs.com purchases.
Wal-Mart	90 days. For purchases made from November 15 on, 15 days (PCs, port players, GPS), 30 days (cameras), or 45 days (PC accessories) but count days starting on December 26.

Consumer rights vary from state to state with respect to product returns. Generally speaking, 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". Most 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.

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TIPS FOR HASSLE-FREE RETURNS
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To improve your chances of getting a full refund, provide a sales slip or gift receipt, and return the item in new condition, unopened, and with all original packaging material. Returns without a receipt are subject to the retailer's posted return policy, which might result in receiving only a merchandise credit for the lowest price the item has sold for in recent weeks, 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.

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