BBB offers tips for holiday returns, exchanges and product issues
The weeks following Christmas are often busy for retailers with gift exchanges and returns. If you are ready to make a return or request a gift exchange, it’s important to consider a few key facts first.
Many people are unaware that — with the exception of a few states — stores are not legally required to offer exchanges or give refunds unless the merchandise is defective or was misrepresented. They also aren’t required to post the policies, leaving the responsibility to shoppers to check the details.
While most retailers choose to offer refund and exchange policies, they can vary significantly from one store to another. Be sure to double-check policies and keep in mind that stores can change their policies frequently.
BBB offers these tips to help your holiday returns run as smooth as possible:
› Get to know store policies.
Understand that many retailers change their policies for the holiday season. If the store does allow returns or exchanges, find out if it covers items that are purchased on sale, clearance or are considered “as is” merchandise, as many policies will exclude these items. Find out if a store charges a restocking fee, and see if the seller offers cash refunds, exchanges or store credit.
› Understand online store return policies.
If you are shopping online, search for the seller’s return policy and read it through. Find out if they accept returns or exchanges and who pays the shipping when an item is returned. “Free” shipping typically only applies to the item being shipped to the buyer/recipient and isn’t covered if a return must be made. In some cases, you can save on shipping fees by returning an online purchase to the local brick-and-mortar store.
› Get the details on a product’s warranty.
Most electronics and home appliances come with warranties honored by the manufacturer, not the retailer. Find out how returns and repairs are handled if an item stops working, is defective or needs replacement parts.
For example, you’ll want to determine whether the retailer will ship the item to the manufacturer for you, or if you will need to deal with the manufacturer directly. Be sure to hold on to warranty documents so you’ll have the manufacturer’s contact information in hand.
Check the documents to see if the product needs to be registered with the manufacturer for a warranty to go into effect. If so, determine if the retailer automatically will register the item or if it is your responsibility. Knowing the answers will leave you well prepared for any future issues.
›
Keep your receipt and packaging and be prepared to show your ID.
Most stores will only accept returns and
exchanges if you present the item with its receipt and original packaging. Hold on to tags, manuals and other paperwork. These extras may be required if a store only accepts “like new” or “original” condition items for return. If you didn’t receive a gift receipt, consider asking the person who provided you with the gift if they will provide you with a receipt.
In addition, many stores ask for your ID when you return an item to avoid holiday return scams, and sometimes retailers will also require you to bring the original form of payment. If this is the store’s policy where your gift is from, you may have to ask for the assistance of the gift giver to obtain a refund or exchange.
If you prefer not to let them know you are returning or exchanging a gift, check with the store manager to see if they are willing to offer options outside of their policy. For example, they may be willing to provide store credit for an equal value of the item being returned.
Make returns in a timely fashion. Almost all return policies require items to be returned within a specific period. Some stores modify their return period during the holidays, so don’t risk missing your chance to make your return.
Check a company’s website or call to find out what the return deadline is if you don’t have that information from the gift giver. It’s best to make plans to take the item back to the store as quickly as possible if you know you don’t want to keep it.
For more holiday and shopping tips from BBB, please visit bbb.org/holiday. If you feel a retailer or manufacturer is not handling a return, repair or exchange properly, you can turn to BBB for assistance at bbb.org/complaint.
BBB’S FESTIVE FOREST RUNS THROUGH NEW YEAR’S DAY
BBB has partnered with EPB and the city of Chattanooga to bring the Festive Forest to Miller Park. This will be the last weekend to enjoy 50 beautiful Frazier firs that have been sponsored and creatively decorated by local, trustworthy businesses and organizations. The event is free and runs through New Year’s Day.