By James Limbach
ConsumerAffairs.com
December 21, 2009
Nothing takes the joy out of receiving a gift like the hassle of trying to return one to the store.
A recent Consumer Reports poll found that 19 percent of people plan on returning a gift after the holidays, but that returning items may not be as easy or affordable as in years past. Because of return shipping costs, restocking fees and other annoyances, holiday headaches may last long after the season is over.
Most retailers have perfectly reasonable return policies, but some are better than others, according to Consumer Reports senior editor Tod Marks. "With so many stores selling the same or similar merchandise, where you buy can almost be as important as what you buy," said CR senior editor Tod Marks, who writes the "Tightwad Tod" shopping blog on www.ConsumerReports.org.
"However, there is good news: Most big retailers will generally accept returns on merchandise purchased between November and Christmas through the end of January."It should come as no surprise that what you might think is the perfect gift for Aunt Tillie will be received with a weak smile and a firm vow to return it as soon as the store opens after Christmas. So, it's best to look into check out the return policies and terms of agreement at the store where you bought the gift.
Consumer Reports also recommends shoppers should:
• Get a receipt or gift receipt. Despite longer grace periods, retailers are becoming more insistent on a receipt in order to get a refund, and they're more inclined to turn away customers without proof of purchase. Without a receipt, they may offer a store credit for the lowest price the item sold for.
• Keep packaging intact. Stores are likely to refuse a return if the packaging materials are open or discarded. Even a missing instruction manual, cords and cables or warranty card can give retailers reason to deny the return.
• Be wary online. Don't just throw it in a box and mail it back. Online returns usually require a packing slip (typically included in any gift order), and a return authorization number. Call ahead to ensure that all requirements are being met.
• Don't break seals or cut out UPC codes. Items like computer software, video games, CDs and DVDs aren't generally returnable for another title after the seal has been broken. If an item comes with a rebate offer, make sure it works before removing the UPC code to redeem the rebate.
Don't get stuck paying restocking fees
The worst annoyance of all, however, may be paying even more for something you don't want. Many merchants charge a restocking fee - a charged a consumer has to pay to return an item. It supposedly covers the cost of processing the return, the costs associated with returning the item to the store's shelves, and any lost revenue as a result of the store's inability to sell that item as new. More products carry a restocking fee if the package has been opened, but if the item is defective before it's used, the store should not charge a restocking fee.
Typically fees range from 10 to 15 percent of the purchase price.
Shay of Centennial, CO, found out how these fees work. She purchased a Hoover Steam Vacuum Carpet Cleaner from the Littleton, Colorado, Sears Roebuck store and tells ConsumerAffairs.com, "What came out of the machine was colder than the hot tap water I put into it. I returned the machine to Sears within 72 hours. I was charged a 15 percent restocking fee. When I complained, I was told that this is standard practice if the packaging has been opened. How exactly one is to know that something doesn't work without having opened the package, they weren't able to explain to me."
"While purchasing an expensive Apple Desktop (at Best Buy) for my daughter," Patricia of Victorville, CA, writes ConsumerAffairs.com, "I also considered purchasing a netbook to utilize as a bookreader as well as for Internet. I selected an ASUS Eee PC because the sales associate told me, 'Why don't you give it a try? Take it home, try it out, and if you don't like it, you can return it without it costing you anything.' At no point did the Associate mention a Re-Stocking Fee. Additionally, there are NO postings in the store regarding this additional fee of 15 percent.
Patricia says when she tried to return the netbook, "I was advised I had to pay a 15 percent restocking fee. The associate at the customer service desk pointed out this requirement was printed in black and white right here on the back of our receipt. We were not privy to any language ON THE BACK of our receipt until we PAID for the item. How were we to know about this fee? Were we to be clairvoyant?"
Other retailers that Consumer Reports found charging restocking fees include:
• Amazon.com: 15 percent restocking fees for computers and fine jewelry.
• Bidz.com: 15 percent restocking fee on all items. Plus shoppers have only 15 days to return items.
• Home Depot: special-orders and some cancelled orders are subject to a 15 percent restocking fee.
• Macy's: 10 percent restocking fee on furniture.
• Newegg.com: 15 percent restocking fee on all major purchases if the box is opened.
The best policies
Consumer Reports scanned various policies at a number of notable retailers and found the return period ranged from 30 days to as many as 180 days. Standout retailers to make the magazine's list for best policies include Bed, Bath & Beyond, Bloomingdale's, Costco, Ikea, Kmart, Kohl's, Lowe's, Nike, Nordstrom, Piperlime.com, Sam's Club, and Shoebuy.com.
Some chains offer exemplary policies year round, including Orvis, LL Bean, Land's End, and Zappos. All four retailers will take back unwanted merchandise, no questions asked. Zappos gives you a year to decide and asks that the goods be returned in their original packaging and condition. The others simply say you can return anything at any time for any reason.
