If you're someone who likes to return and exchange gifts after the holidays, prepare yourself as making returns could feel a little different this year.
"It's going to be hard for consumers to navigate," said shopping expert Trae Bodge. "The return policies are all over the place." The biggest change, she added, is that more retailers are charging fees for returned merchandise.
About 40% of online and brick-and-mortar retailers are charging fees for returns this year compared with 31% last year, according to David Morin, vice president of customer strategy at Narvar, which handles shipping, tracking and returns information post-purchase for online retailers.
Those return shipping or restocking fees are generally $3.99 (€3.65) to $9.99, he said.
The good news is there are ways to minimise return fees and in some cases avoid them altogether. Here's what experts recommend.
Review return policies in advance
Because retailer return policies vary so much and many have recently changed, Morin recommends checking the return policy before you make any purchases, even if it's at a store you’ve bought from before.
"Many retailers are offering an extended return window during the holiday gift season, but always look at the fine print," he said.
In many cases, according to Samantha Gordon, deals editor for Consumer Reports, return windows are shorter than in previous years. "A lot of retailers extended their return policies because of the pandemic, and we're seeing those accommodations go away," she said.
For shoppers, the return experience is a critical part of whether they enjoy their interaction with the retailer and become repeat customers, said Spencer Kieboom, co-founder and CEO of Pollen Returns, which partners with retailers to help them manage returns. For that reason, he said, "I always check the return policy".
Join the loyalty programme
One of the easiest ways to avoid fees is to join a retailer or brand loyalty program, which often comes with perks like free returns.
The only downside? Doing so means being on the receiving end of promotional emails about sales and discounts. If you want to limit the amount of marketing going into your primary email account, Bodge suggests setting up a separate email for shopping-related messages.
For Bodge, the pros of joining loyalty programmes outweigh the cons. "You can earn points to get free things, you get access to exclusive sales and free merchandise. It's a good practice," she said.
Do the legwork yourself
Shoppers can also often avoid return fees by taking the item to the store themselves.
"Most retailers are happy to have consumers visit their store," Morin said, so they generally make in-store returns free. Drop-off locations have become more prevalent, he added.
Always keep the receipts, tags and original packaging until you know whether you'll be making a return.
