> At a Glance
> – 20% of Christmas gifts are returned after the holidays.
> – Store return rules have shifted; the “customer is always right” rule no longer applies.
> – The Better Business Bureau advises shoppers to double-check policies, keep receipts, and act quickly.
> – Why it matters: Knowing the rules saves time, money, and frustration when you return a gift.
The holiday season is a peak time for gift returns, but store policies are no longer as predictable as they once were.
The Better Business Bureau says the old “customer is always right” mindset is fading, and retailers can change their rules at any time.
Why Store Policies Have Shifted
Retailers now often impose restocking fees, limit exchanges to store credit, or require the original payment method.
The BBB explains that a retailer is not legally bound to accept returns unless the item is defective or misrepresented.
Steve J. Bernas, president and CEO of the Better Business Bureau, stated:
> The fact is – now it’s a matter of goodwill and customer service. However, stores are not legally required to accept exchanges or give refunds unless the merchandise was defective or misrepresented. While most retailers offer refund and exchange programs, how and when they do is strictly up to them. Be sure to double-check policies this holiday season, even if you are familiar with the brand, as stores can change their policies whenever they want.
Practical Tips to Avoid Problems
- Check the policies: Look for holiday-specific rules, restocking fees, and whether exchanges or store credit are offered.
- Review online seller policies: Know who pays for return shipping and whether you can drop items at a local store.
- Find the warranty: For electronics, the retailer may forward the item to the manufacturer; knowing the process helps later repairs.
- Keep receipts: Some stores require the original receipt and packaging; always hold a gift receipt.
- Bring ID or original payment: If the store asks, you may need the gift giver’s help to get reimbursed.
- Act sooner than later: Return windows are often short; missing the period can mean losing the right to return.
Key Takeaways
- About one-fifth of gifts are returned after Christmas, so be prepared.
- Retailer rules can change; always read the fine print before buying or returning.
- Keep receipts, ID, and know warranties to avoid delays and extra costs.
Returning a gift can be a hassle, but with the right preparation you can keep the holiday spirit-and your wallet-intact.
