Consumer World: Return Policies, Return Policy

2011 Holiday Return Policies

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SOME RETAILERS NAUGHTY, MOST NICE

shopping (BOSTON-Dec. 14, 2011) Based on its annual return policy survey, ConsumerWorld.org says that shoppers will find some returns more difficult this year, and only a few will be easier.

According to the National Retail Federation, 83% of stores are keeping their return policies the same this year, while 13% are tightening them. Consumer World also found that while most policies remained about the same in 2011, a few high-profile stores added new, tighter restrictions for certain merchandise like electronics.

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 2011 include:

Target has tightened its return policy significantly. Computer hardware (netbooks, eReaders, tablets), cameras and camcorders must now be returned in 45 days (not 90). The 45-day rule was not posted at service desks of MA stores checked. Open items may be denied a refund/exchange. Target's previous 15% restocking fee has been dropped.

Best Buy dropped its restocking fee last Dec. 18, and is now waiving it on special orders. The holiday return deadline is shortened by one week this year, but there is a longer return window for certain Reward Zone members. Their holiday return policy finally includes computers. Best Buy's posted policy now indicates they use a database to track returns.

Toys-R-Us maintains its shorter return period (45 days) for electronics and similar items, and if such items are opened, they are not returnable.

Sears shortened its extended holiday return period for computers to 30 days (from 60), and for fine jewelry to 60 days (from 90).

Wal-mart and Target allow only limited returns without a receipt, capped as to frequency of such returns or their dollar value.

Wal-mart reduced the return period for cameras from 30 to 15 days, but expanded its holiday return window to include purchases starting November 1 instead of the 15th.

Unusual policies:

Amazon.com has 30 different product-specific return policies including its regular one.

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

JCP, Express, and Macy's require special occasion dresses to be returned with their tags still in place. (This deters "wardrobing" - buying then returning after a one-time wearing.) (This deters "wardrobing" - buying then returning after a one-time wearing.)

Overstock.com: large 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.

"If shoppers follow the rules, they should have many happy returns," said Edgar Dworsky, Founder of Consumer World® [ www.consumerworld.org ], a leading online public service consumer resource guide. "But, unexpected restocking fees may still surprise some customers, particularly online."

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. Restocking fees up to 50% apply to opened DVDs, software, worn books. Rules vary by product category.
Best Buy	January 24 for most purchases Nov. 1 on. 25% restocking fee on special orders waived.
Buy.com	January 31 for goods shipped November 21 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 except furniture, mattresses. Receipt or return label gets price paid.
Marshalls	January 2 for purchases Oct. 23 - Dec. 2. 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	120 days for most items bought 11/13-12/10; 60 days fine jewelry, electronics, beds; 30 days for computers; 15% restocking fee on electronics if missing items, mattresses, built-in appliances, spec. orders. Seasonal + Holiday merchandise is excluded from extended return policy.
Staples	No deadline for office supplies. January 8 for electronics & furniture bought since Nov. 13.
TJ Maxx	January 2 for purchases Oct. 23 - Dec. 2. This retailer posted clear in-store signs about its extended holiday return policy.
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, no returns.
Wal-Mart stores	90 days most items. For purchases made from November 1 on, 15 days (PCs, cell phones, cameras, GPS, more), but count days starting on 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.

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TIPS FOR HASSLE-FREE RETURNS
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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.

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