Know retailers' rules to ensure happy returns
The bow is untied, the paper has been torn and the box ripped open, and all you're left with is a gift you definitely don't want. What to do? You could toss the unwanted item in the back of the closet only to be removed when it's time for regifting (careful!) or when gathering items for your annual donation to the Salvation Army.
Or you can tackle the world of post-holiday returns, which is a lot wackier than many consumers imagine.
"[Consumers] assume it is easier than it actually is and that all stores are about the same," said Greg Daugherty, executive editor of Consumer Reports magazine, which features "Five Steps to Happy Returns" in its January issue. "Stores vary widely in their return policies particularly at this time of year, so it pays before you buy something where there is any possibility of return ... to know what the policy is."
In a recent Consumer Reports poll, more than 20 percent of people said they are likely to return something. The good thing, Daugherty said, is that most stores have more generous return policies during the holidays than any other time of year. But it is generally up to the consumer to investigate and read all the fine print, he said.
"I don't think retailers want to encourage returns," Daugherty said.
One notable exception is Kohl's Department Store. The Wisconsin-based retailer launched a television advertising campaign promoting its hassle-free return policy, which includes the return of any Kohl's merchandise, with or without a receipt, with no time limit. Online customers at kohls.com can return merchandise at any Kohl's store nationwide.
Such generous policies are likely to be highly valued by shoppers and foster good will with consumers, Daugherty said.
Most other retailers are not so generous, according to Consumer Reports findings. Wal-Mart, for example, accepts returns without receipt, but more than three such returns in 45 days triggers a red flag that requires manager approval. In addition, computers, computer components and camcorder or digital cameras must be returned before the 90-day standard for other items. Target accepts 90-day returns on anything but requires a receipt and may charge a 15 percent restocking fee on portable electronics.
Daugherty pointed out a few more important things to keep in mind when returning merchandise this holiday season:
- Know before you go. Return policies vary widely. Be sure to check the time frame for returns, which can vary from 14 days to the standard 90 days depending on the item being returned. "Some retailers are less generous when it comes to electronics," Daugherty said.
- Bring identification. A driver's license or other government-issued ID may be required to return items even if you have a receipt and definitely if you don't have a receipt as a way to track repeat returners. "In general, stores have tightened up on their return policies in terms of asking for receipts and personal identification," Daugherty said. "They will tell you there is a lot of return fraud they are trying to guard against."
- Have a receipt. There's no doubt about it that having a receipt is the easiest route to return. If you don't have the original receipt or at least a gift receipt, the store may be able to track a purchase made by credit card, debit card or perhaps an electronic receipt. A credit card return may yield a refund or exchange. No receipt means either a store credit or nothing at all. In addition, if you don't have a receipt, you may only be credited for whatever price the item is currently selling for instead of what was spent, Daugherty said.
- You open it, you bought it. Since it's difficult to resell merchandise that has been opened, some retailers may impose a restocking fee. "You can take something back to the store and they may accept it, but they may charge a fee to put it back on the shelf," Daugherty said. "We have seen those as a high as 25 percent." That really stinks if you've given someone a gift and they have to pay to return it.
- Know where to go. While many retailers have begun making the connection between their online sales and in-store sales, it doesn't always apply to returns. Check the website to see whether the store accepts returns for items purchased online. "Sometimes you can take it back to the store," Daugherty said. "Don't just assume it is this way because some other store has it that way."
About the Author
Nedra Rhone is a lifestyle columnist for the Atlanta Journal-Constitution where she has been a reporter since 2006. A graduate of Columbia University School of Journalism, she enjoys writing about the people, places and events that define metro Atlanta. Sign up to have her column sent to your inbox: ajc.com/newsletters/nedra-rhone-columnist.
