Consumer World: Return Policies, Return Policy

2008 Holiday Return Policies

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SOME RETAILERS NAUGHTY, OTHERS NICE

shopping BOSTON (December 15, 2008) - Based on its annual return policy survey, ConsumerWorld.org says that shoppers will find returns easier this year in some stores because of more lenient rules, while a few other sellers are becoming more strict. According to the National Retail Federation, 11% of stores are loosening their policies, while 17% are clamping down.

This change partially reverses a trend where stores were implementing more restrictive policies each year. This year some stores have reduced restocking fees and extended return deadlines. Nonetheless, many stores continue to use tracking software and complex return policies to fight return fraud and abuse. Retailers like Sports Authority, Staples, Express, The Limited, KB Toys, and other large chains use return tracking systems to monitor an individual's return history.

Many retailers also have continued utilizing tiered return policies whereby certain items such as electronics are subject to stricter rules than say, clothing. Items such as computers, digital cameras, and opened goods may be subject to limited return rights, restocking fees, shortened return periods, or no refunds at all.

Noteworthy policy changes or unusual return policies for 2008 include:

Circuit City extended its holiday return deadline to January 31 this year for all items. Previously the chain required so-called "14 day items" like computers and cameras to be returned by January 8, and all other items by January 25.

Sears, which introduced a broad 15% restocking fee in 2005 on many categories of goods, now seems to have limited that fee to electronics that have been used or where parts or packaging are missing, mattresses, built-in appliances, and certain special order items. They even say that "products returned in open boxes may, but need not be, determined to be used." Most purchases Nov. 16 - Dec. 23 have a 120 day return period rather than the usual 90 (except electronics, beds, software).

Best Buy shortened its holiday return period for most items by a week to January 24, others must be back by January 8th, and computers only have their standard 14 day return period. So, it is already too late to return any PC bought on Black Friday.

Macy's reduced its restocking fee on furniture from 25% to 10%.

Novel Policies:

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

Overstock.com has up to a 30% restocking fee for some open, used, or late items.

Buy.com rejects improper returns and ships back the goods at the buyer's expense.

Target technically offers no returns without a receipt, but has an undisclosed policy of allowing a limited number. They will also search their system for missing receipts.

"For once, many shoppers will be greeted with good news at the return counter," said Edgar Dworsky, Founder of Consumer World®, the Internet's leading public service consumer resource guide [ http://www.consumerworld.org ]. "The easing of some restrictions should make for many happy returns. In other stores, tempers may flare."

Some retailers relax their regular return deadlines at holiday time by extending the return period into January. Remarkably, in Consumer World's spot check of in-store return policy signage, only Marshalls and TJ Maxx posted signs with their holiday policies.

Below are some chains with generous regular or extended holiday return deadlines:

Amazon.com	Jan. 31 (most items shipped 11/01 through 12/31). 15% restocking fee on open computers. Additional rules may apply.
Best Buy	January 24 for most purchases Nov. 1 or later; Jan. 8 for cameras, gps, monitors, etc.; Only 14 days from purchase for computers. 15% restocking fees on certain opened items.
Circuit City	Jan. 31 all items bought since Nov. 2; 15% restocking fee on open computers, cameras, etc.
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.
Marshalls	January 5 (for purchases Oct. 26 - Dec. 5).
Overstock.com	January 31 for most items purchased Nov. 1 or later. Fees apply if opened, used, or late.
Sears	120 days if purchased 11/16-12/23; 30 days for electronics, software, beds; 15% restocking fee on electronics if missing items, built-in appliances, and certain special order goods.
Staples	No deadline for office supplies. (January 10 for electronics & furniture bought since Nov. 28)
TJ Maxx	January 5 (for purchases Oct. 26 - 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 products, collectibles, more; if opened, identical exchange only).
Wal-Mart	90 days (15 days [PCs, portable players, gps], 30 days [cameras], or 45 days [PC accessories.])

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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