Returning items to stores has a new look
Some shoppers have been waiting for stores to reopen so they can return the unwanted merchandise that has been stashed in car trunks or closets since normal lifecame to a screeching halt in mid-March. But at many stores, the return process will look different from the way it did before the coronavirus pandemic. First, you’ll stand in a socially distanced line at the customer service department before having minimal contact with the cashier, who likely will be behind a plexiglass divider. Then, those pants, blazers or shoes you’re returning will be placed in “quarantine” for at least 24 hours at most stores, many of which have also extended their return periods to accommodate returns for when stores were closed because of COVID-19. “We’re quarantining returns that come into the stores right now,” Old Navy President Nancy Green told USA TODAY. “They go into a separate area for a period of time and then they get processed back into inventory that is available to sell as long as they’re not damaged.” Kohl’s CEO Michelle Gass said that her stores extended the company’s return policy of 180 days by 30 days because of the COVID-19 closings. The returned merchandise will be kept off the sales floor for 48 hours. Kohl’s continues to accept Amazon returns, but to help with social distancing, those returns are being handled in a separate part of the store. Dick’s Sporting Goods has extended its return policy from 60 to 90 days from date of purchase and is accepting coordinated curbside returns for purchases made with debit or credit cards. Sephora has extended returns for instore purchases made on or after Feb. 15, with receipts for 30 days of reopening and increased its return policy for online returns from 30 days to 60. But Sephora won’t sell the returned products.
Adjusted return policies at Walmart, Costco and Kroger
In the days and weeks after COVID-19 led to closures, retailers that stayed open also adjusted return policies. Some stores including grocers have temporarily suspended all returns or returns of select merchandise. Since April 20, Walmart temporarily stopped accepting returns of food, paper goods, home cleaning supplies, pharmacy, apparel, and health and beauty items. The retailer says that if you need to return an item and have a receipt, to start on the Walmart app or website. Target is currently accepting returns again with a couple of changes. Returned items with hard surfaces, like board games, are cleaned and wiped down before going on the sales floor, Target officials told USA TODAY, while apparel items are placed in quarantine for three days from the date of return.