Posted: 12.02.2010

What do a brightly colored striped sweater, a pair of pants two sizes too big, and a toaster have in common? If you said they are all holiday gifts likely to be returned – you are right! Despite consumers’ best intentions, sometimes their idea of the perfect gift is anything but perfect in the eyes of the recipient. According to the National Retail Federation, nearly one-third of Americans will return at least one holiday gift this season. The Wisconsin Department of Agriculture, Trade and Consumer Protection encourages gift givers to keep returns in mind while doing their shopping.

“There are no laws in Wisconsin that specifically regulate return or refund policies,” said Janet Jenkins, Administrator of the Division of Trade and Consumer Protection. “Assuming products are not misrepresented, each business can set its own return policy which includes prohibiting any returns.”

Return options can include cash back, in-store credit, exchanges or no adjustment at all. Policies may also differ for various items. For example, clearance or closeout items may be marked “final sale – no returns.” If a product is sold with a defect, the store may have you work directly with the manufacturer for a resolution.

“It is always best to get a store’s return policy in writing,” Jenkins added. “Some businesses include refund information on cash register receipts.”

When shopping on the Internet, look for the business’ return policy and print it off for future reference. If you are unable to find the information online, call the company and request a written policy before making a purchase. The same is true of phone orders. Never rely on a verbal statement – get it in writing – prior to placing an order. Be especially cautious of sellers outside of the United States. Consumers should always verify they are dealing with a reputable seller. Scammers may provide a written return and refund policy, but then disappear when there is a problem. When this happens, the chances of enforcing a return and refund policy is very slim.

Consumer Protection offers the following guidelines for hassle-free returns:

• Leave the price tag on, with the price cut off.
  
• Provide a sales slip or gift receipt.
  
• Return the item in new condition, unopened and with all original packaging material.
  
• Don’t wait too long. Many stores have a limited time frame for returns.
  
• Understand the policies for on-sale and clearance items.
  
• Policies may differ for purchases made online or by catalog versus in the store.
  
• Contact the store manager or customer service if you experience problems. 

For additional information on returns and refunds visit:
http://www.datcp.state.wi.us/cp/consumerinfo/cp/factsheets/pdf/ReturnRefundPolicies168.pdf
To learn about warranties visit:
http://www.datcp.state.wi.us/cp/consumerinfo/cp/factsheets/pdf/Warranties190.pdf

To file a consumer complaint, contact the Bureau of Consumer Protection on the web at www.datcp.state.wi.us; via e-mail at DATCPHotline@wi.gov; or call the toll-free hotline at 1-800-422-7128.

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