Consumer World

2024 Return Policy Survey: SOME RETAILERS TIGHTEN RETURNS

shopping (BOSTON) -- Some mainstream retail chains tweaked their return policies this year by shortening the return window for regular or holiday purchases or by adding other restrictions according to Consumer World's 21st annual return policy survey. Target, Kohl's, Amazon, Walmart, Best Buy and Macy's were among the stores making some changes.

Though some are shorter this year, most stores continue to offer extended holiday return periods whereby gifts purchased as early as October first, such as in Walmart's case, can be returned until mid- to late-January, considerably beyond the normal deadline. What hasn't changed is the complexity of stores' return policies that are designed in part to reduce return fraud which amounts to over $100 billion a year according to the National Retail Federation. The combined policies of the 11 chains surveyed amount to over 35,000 words and 78 pages of fine print. Amazon's return policy alone is 6,300 words and scattered over multiple webpages.

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Noteworthy changes and novel return policies for 2024 include:

  • Target shortened its extended holiday return policy by five weeks, now starting November 7 instead of October 1.

  • Kohl's reduced its regular return policy from 180 days to 90 days for non-Kohl's card customers and to 120 days for those using their card.

  • Amazon has quietly begun allowing some return-less returns whereby customers can keep some less expensive items in some cases rather than return them to avoid the costs of shipping, product inspection, etc. Some customers also report getting warnings about excessive returns. Amazon Haul, its low-cost Temu alternative, only has a 15-day return policy and there are no refunds on products $3 or less.

  • Walmart no longer provides cash back for unreceipted returns under $10. Also new: store managers can accept or reject any item for return.

  • Best Buy, Macy's, and Staples started their extended holiday return policies five days later than last year.


    "Many major retailers continue to recognize the value of an easy return policy and therefore give customers more time to make returns, and don't charge for return shipping. At the same time, others are taking steps to combat return fraud by restricting certain returns, or imposing shipping fees to discourage online returns and offset return processing costs," said Edgar Dworsky, Founder of Consumer World®, a leading consumer education website.

    Summarized below are some chains with generous regular or holiday return deadlines and their return fees, if any, for online purchases:

    Amazon.com January 31 for most items shipped Nov. 1 thru Dec.31. Some returns have restocking fees. Most items have at least one free return option. Amazon Haul: 15-day return window only.
    Best Buy January 14 for most purchases made between November 1 - December 31. Loyalty members generally get more time. Some restocking fees. Free returns with their shipping label.
    Costco No deadline, but 90 days for: TVs, computers, cameras, smart watches, MP3 players, cell phones, monitors, major appliances, etc. Free returns for Costco.com purchases.
    Home Depot 90-day deadline most items. Others 2-30 days. Free returns.
    Kohl's 90-day deadline w/o Kohl's card; 120 days with. Premium electronics, watches, Sephora bought after Nov. 1 returnable until Jan. 31. No free return shipping.
    Macy's stores 90-day deadline for most returns. Holiday return deadline of January 31 for most items purchased October 7 or later, but many exceptions apply. Apple products and tech accessories bought 12/2-12/24 returnable 'til Jan 7. Free mail returns for orders made by Star Rewards members only, otherwise $9.99.
    Marshalls January 25 for purchases October 6 - December 24. These retailers post clear in-store signs about their extended holiday return policy every year - a rarity among retailers. $11.99 fee deducted for postage/handling for mailed returns.
    Staples No deadline for office supplies. January 11 for electronics, and furniture bought since November 17. Free online returns.
    TJ Maxx January 25 for purchases October 6 - December 24. These retailers post clear in-store signs about their extended holiday return policy every year - a rarity among retailers. $11.99 fee deducted for postage/handling for mailed returns.
    Target 90 days most items. 30 days for electronics and entertainment items, 14 days for most Apple items and cell phones. Days begin 12/26 for these non-90-day items bought since 11/7. RedCard holders get 30 extra days. Free mail returns.
    Walmart stores 90 days most items. Major appliances: 2 days. For the following purchases made from October 1 onward, 30 days (most electronics), and 14 days for cell phones and luxury products, but count days starting December 26. Free mail returns for online purchases.

    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. Those with a gift receipt will generally only receive an even exchange or store credit, but not cash.

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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. Go back a day or two later, or better yet, see if the store provides free returns by mail. To improve your chances of getting full credit, provide a sales slip or gift receipt, return the item in new condition, unopened if possible, 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.
     
  • Check if online purchases are subject to any return fees. If possible, return those purchases to a retailer's brick and mortar location or free drop-off spots to avoid those charges and/or the cost of postage.
     
  • 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.

    Posted: December 18, 2024



  • Return Policy Survey 2024: retailers' return policies compared

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