More than 150 million consumers went online to purchase gifts on Cyber Monday following the big Thanksgiving shopping weekend — never mind how many millions have used their smart phones, tablets, laptops and even desktop PCs to purchase gifts for friends and family on all the other days.
Now let's stop and assume you're on the receiving end of one or more of these gifts purchased online. And let's take it one step further and after opening said gift you determine it just doesn't work for you. Wrong color, wrong size, wrong whatever.
Your plan is to return the gift. But it was purchased online. Maybe a gift receipt was tucked inside with the item, maybe it wasn't.
What a conundrum. How are you supposed to return a gift purchased online?
The good news is most online stores accept returns and 49 percent of online retailers now even pay for the return, according to ConsumerWorld.org. The bad news is that return policies are not one-size-fits all, meaning you must check each store's website to find out what you must do to return a gift.
Whether you get a full refund is dependent on numerous factors. If the item was purchased at full price but is currently on sale — and you don't have a receipt — then the sale price is what you'll be refunded. Computers, game consoles and opened goods may be subject to limited return rights, restocking fees or even shorter return periods. Some stores track shoppers' return frequency. Consumer World reports restrictions like this are aimed at reducing return fraud, which cost retailers an estimated $ 10.8 billion in 2014.
If you need to return one or more gifts purchased online, your BBB advises:
Check the store website for policies and return procedures. Most brick and mortar retailers — but not all — will make refunds or exchanges for merchandise purchased online.
Don't delay in returning the gift. Most stores have a limited time frame when it comes to returns, with 30 days being the average. Keep in mind that the return clock often starts ticking when the item was purchased, not received.
If possible, have available the receipt, transaction/confirmation number, or any other information provided at the time of the sale. If you have none of these, some retailers will still offer refunds/exchanges, but it will mean taking a few additional steps, such as contacting a customer service representative.
Expect to pay some fees. Although almost half of all online retailers now provide free shipping on returns, that leaves the other half that don't. In addition, restocking fees are sometimes tacked onto the return, as well. And if you don't have a receipt, you might receive a refund only for the value of the item at the time of the return. Or in other words, you'll get the sale price if it is no longer listed at full price.
Stay calm but remain persistent. Lots of folks will be returning/exchanging gifts immediately after the holiday and it might mean waiting on the phone or in line for some time before a customer service rep can help you.
If you encounter problems, file a complaint with your BBB at bbb.org and State Attorney General coloradoattorneygeneral.gov/complaint (ag.wyo.gov/cpu/consumer-complaints).
Start With Trust®. For more consumer tips and information, go to bbb.org.
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