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Master The Ins And Outs Of The Holiday Gift Return

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The Tampa Tribune

Published: January 4, 2009

The holiday shopping season is finally over, and, if you're anything like me, you don't even want to think about visiting the mall for at least a few weeks. Luckily, you might not have to.

According to the National Retail Federation, more than half of retailers are being more lenient with their return policies this year. Why? In general, retailers tend to be a bit more flexible about returns after the holidays, but this year, the economy has them loosening up even more. Stores wanted us to buy and we were more likely to do so if we didn't have to be overly concerned about picking the wrong gift.

Standard policies require receipts, of course, but also for returns to be made within a short period of time - generally about 30 days. This year, you may have anywhere from 60 to 120 days to make a return, says Kathy Grannis, spokeswoman for the NRF, and if you don't have a receipt, you'll likely still be given some form of store credit.

But all of this doesn't mean you should pull off the tags, toss your receipt, or break the seal of a box and still expect an easy time at the customer service counter. Here's what you need to know to make the returns process an easy one this year:

•Don't open that box. It may be too late, but if it isn't, listen up: Some stores, particularly big-box retailers, still charge restocking fees for items that have been opened. Most often, this applies to electronics, but policies can be vague so it's always better to play it on the safe side. If you're not completely sure that that GPS or Blu-ray player is the one you wanted, you're better off leaving the box closed while you decide.

•Read the fine print. If you were given a gift receipt, most will have the return policy printed on the back, so make sure you read it and follow it. If you weren't, you can usually find these rules posted on the store's Web site, or you can call and ask a customer service rep directly. Getting a cash refund is largely a thing of the past - you may still get one if the original purchase was made with cash, says Grannis - so, by and large, if you don't do an exchange, you're looking at store credit.

•Be prepared to pay. If the gift was purchased online, you'll be responsible for the return shipping in most cases, unless it is defective. If it's a retailer that also has locations in your area, you can usually get around these costs by bringing it back to one of those locations, but call first to make sure this is within the store's return policy so you don't waste your time. If you end up having to foot the bill for the return, make sure you follow the policy to a T. Many stores are very specific about where you need to mail your return and what needs to be included in the box.

•Know your rights. If you did all your due diligence - read the return policy, followed the rules - and you're still not getting the kind of service it outlines, you should start by asking to speak with a manager. If he or she won't help you, you can take your complaint to the state attorney general's office, the Better Business Bureau or a local consumer advocate group. Keep in mind that if you're making the return because the gift was defective for some reason, some states require retailers to offer you a choice of a repair, a replacement or a refund, despite what the store's return policy says, according to Dworsky.

Jean Chatzky is an editor-at-large at Money Magazine and serves as AOL's official Money Coach. She is the personal finance editor for NBC's "Today" show.

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