2017 RETURN POLICIES: SOME STORES NAUGHTY, MOST NICE
(BOSTON - December 18, 2017) -- Based on its annual return policy survey, ConsumerWorld.org reports that three prominent retailers are shortening return windows or adding restocking fees, while most stores’ return policies have remained about the same as last year.
Many retailers are offering special extended holiday return windows. This allows gifts bought in November to be returned until mid- to late-January, considerably beyond the normal return deadline in some cases.
Stores also continue to “slice and dice” their return policies, creating complicated rules for different categories of items. Electronic items may be subject to shorter return periods than say, clothing. Opened goods or those missing original packaging may be subject to limited return rights or restocking fees. Some stores track shoppers' return frequency in a database. Restrictions like these aim to reduce return fraud which is predicted to account for 11-percent of all returns this year, according to the National Retail Federation. And one-in-six no receipt returns may be fraudulent.
The complexity of stores’ return policies is underscored by their sheer length. The policies of the dozen stores in the accompanying chart span some 67 pages, totaling over 30,000 words.
Noteworthy policies, policy changes, or unusual return policies for 2017 include:
Unusual policies:
"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 from store to store, you really have to read the fine print."
Summarized 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 | January 31 for most items shipped 11/01 thru 12/31. |
| Best Buy | January 14 for most purchases Oct. 29 - Dec. 31. Elite members may get more time. |
| Costco | No deadline, but 90 days for: TVs, computers, cameras, MP3 players, cellphones, projectors, and major appliances. |
| Kohl's | No deadline, but premium electronics bought Nov. 1 - Dec. 25 returnable until January 31. |
| Macy's stores | 180 days for most returns. Some items have 3-14-30-45-60-90-100-120-day deadlines. Holiday return deadline is January 31 for most items purchased since November 1. Some categories have separate rules. |
| Marshalls | January 23 for purchases Oct. 15 - Dec. 24. This retailer posts clear in-store signs about their extended holiday return policy every year. |
| Overstock.com | January 31 for most items purchased Nov. 1 or later. Fees apply if opened, used, or late. |
| Sears | January 31 deadline for most 30 day items except major appliances purchased Nov. 1 on; Report certain damaged goods within 72 hours or no refund; 15% restocking fee on electronics missing parts; furniture, etc. |
| Staples | No deadline for office supplies. January 15 for electronics & furniture bought since Nov. 19. |
| TJ Maxx | January 23 for purchases Oct. 15 - Dec. 24. This retailer posts clear in-store signs about their extended holiday return policy every year. |
| Target | 90 days most items, except 30 days for electronics and entertainment items, 14 days for drones, but days begin 12/26 for purchases since 11/1. Stores brands - one year. May deny refund for opened/damaged/unreceipted items. REDcard holders get 30 extra days. |
| Toys"R"Us | Most items bought from September 1 onward can be returned until January 28, but only November 1 onward for video game hardware, cameras, music players, netbooks, eReaders, etc. |
| Walmart stores | 90 days most items. For purchases made from November 1 on, 15 days (PCs, cameras, GPS, more), 30 days (mowers, a/c, 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.
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