Stores vary on gift return policies

PEABODY-Buying a holiday gift could prove relatively easy compared to returning it.That’s the consensus from Consumer World, an organization that tracks store merchandise return policies.According to Edgar Dworsky, founder of Consumer World and a former Massachusetts assistant attorney general in the Consumer Protection and Anti-Trust Division, some stores blacklist customers with a history of frequent returns while others use tactics that make bringing back the goods a complicated procedure.Since the volume of returns tends to ramp up immediately following Christmas, some stores tighten their policies to include more stringent deadlines or by imposing costly restocking fees.”There may be many unhappy returns this year if consumers are slapped with unexpected restocking fees, or find themselves erroneously placed on a returns blacklist,” said Dworsky, whose Internet presence at www.consumerworld.org provides shoppers with return-policy guidance. “There’s also no excuse for retailers’ continued failure to clearly disclose their return policies to shoppers in advance.”Most Sports Authority stores, about 40 percent of Staples outlets, Express, The Limited, and KB Toys use a computer database by The Return Exchange of Irvine, Calif. to track customer returns. Others such as Home Depot, Wal-mart, and Barnes & Noble use in-house tracking systems.These stores typically swipe the shopper’s driver’s license during the return. If the store’s return limit has been exceeded, the customer is denied.Dworsky said some stores post their return policies in a way that is difficult to access or read. “Last year, Express and The Limited for the first time explicitly disclosed return limits albeit on inconspicuous signs and receipt backs: five returns within any 90-day period with a receipt, or only up to $300 without a receipt,” he said. “Other stores are using increasingly strict but conventional means to curb returns. Items such as computers, digital cameras, and opened goods may be subject to limited return rights, restocking fees, shortened return periods, or no refunds at all.”Here are a few examples of store return policies:? In 2007, Costco tightened its return policy that had been open-ended for all but computers. It is now 90 days for TVs, computers, cameras and other electronics.? Sears maintains a broad 15 percent restocking fee introduced in 2005 on select home appliances, electronics, home improvements, household goods, lawn and garden equipment, sporting goods and automotive items not returned unused with full packaging. Their return policy still appears mainly on 6-inch by 5-inch signs in small print, and on sales slip backs. This inconspicuous disclosure may not comply with state law, according to Dworsky.? Circuit City and Best Buy’s regular return period is 14 days but can change during the holiday season. These stores impose a 15-percent restocking fee for cameras, camcorders, computers, monitors and a few other items if they have been opened.Best Buy liberalized and simplified its holiday return policy, allowing returns on all goods until January 31, Dworsky said. Previously, computers were excluded, some other items needed to returned by January 8, and still others by January 24.? JC Penney requires special occasion dresses to be returned with the “return tag” still in place. “This thwarts shoppers from ‘wardrobing’ for a one-time wearing,” Dworsky said.? Amazon, the Internet retailing giant, deducts 20-50 percent for certain returns after 30 days. Buy.com’s so-called Easy Returns policy is more than 1,500 words long. Office Max says no returns on opened digital cameras but defective units will be exchanged.? Target offers no returns without a receipt, but will search their system for one.Stores like Marshall’s impose a Jan. 5 deadline on purchases made between Oct. 28 and Dec. 5. Macy’s allows 180 days from the purchase, with a 25-percent restocking fee on furniture. Office Depot furniture and technology products must be ret