Consumer Services

Return Policies

Part of the fun of the holiday season is finding the right gift for those you care about.  However, sometimes that “right” gift turns out to be not so right or even wrong.  That is why it is especially important for shoppers to be aware of the refund/return policies of the stores with which they do business.

A store is not obligated to accept items for refund, exchange, or credit except in cases where the item is defective or was misrepresented. Some stores have "no return", “no refund”, or "final sale" policies. In the State of Florida, those stores must post a sign indicating such as well as any associated conditions at the point of sale. If the policy is not posted, you have the right to a full refund if you return the item within 7 days, unless the merchant is not allowed to resell the product as a matter of law or the product is perishable, custom made, or the product has been used and the packaging removed.

Some of the most common terms relating to returned items are exchanges, store credit, warranty, contracts, and refunds.

In a product exchange, an item may be returned and another item of equal value may be received in its place. This privilege is usually extended when the buyer has made a reasonable mistake; for example, in the size or color of the product purchased.

Customers may receive a store credit after returning an item. This store credit allows the consumer to apply the amount of the store credit to the purchase any other item at that store.  If the amount of the new item being purchased exceeds the amount of the credit received for the returned item, the customer will be responsible for making up the difference in price.

Some products have warranties that spell out what a manufacturer’s liability is if their product is defective. Reading a product’s warranty before returning an item to a store from which it was purchased is highly recommended. In some cases, warranties exempt stores from product liability and require consumers to mail the product to a manufacturer or other business in order to receive monetary refunds, credit, or product replacement.

Written contracts for items such as cell phones sometimes have special provisions for the return of goods. A contract usually provides its own conditions for return of the goods and cancellation of an agreement. Always read and understand a contract before you sign it; never sign a blank contract; and keep a copy of the contract.

When a customer’s money is returned, it is done so in the form of a refund. Refund policies usually require that products be returned to a store within a specific period of time and in original purchase condition. In almost every case, a sales receipt or some other evidence that the item was actually purchased at a particular store is required. If a customer does not have evidence of purchase, he or she may not receive a refund or may not receive the full amount of the purchase price.

Regardless of a store’s policy, if the goods you have purchased were misrepresented or are defective, you have every reason to expect the store to provide a suitable substitute or refund, or make proper repairs. The laws in all states require a store to make good in such cases.

It is a good idea to keep the packaging an item was wrapped in just in case it is required for return by the store to the manufacturer.

Before making a purchase at any store, be sure to ask the following questions:

• What is the store’s return policy?
   
• May I exchange the item for another like it?
   
• May I return the item and buy something else?
   
• Will the store give me my money back if I make a return?
   
• If the purchase is made under a written contract, how are normal return privileges affected?
   
• If the product has a separate written warranty, does this warranty affect the means by which I can return it?

Finally, always save your receipts.