As the online shopping season hits its peak, remember: It may be better to give than receive, but it's also still generally easier to exchange than to return.
It's best to review the return and exchange policies of the e-shopping Web sites before any presents get unwrapped. But even if you're the recipient of a gift that requires contact with an e-vendor, you have options.
Basic Policies
The good news: Most sites offer a full refund, no questions asked. Numerous sites even provide walk-in locations for returns. And you should have no problem getting a full refund for defective merchandise. But if the goods aren't defective, beware: In some cases, online gift recipients who seek service at the merchant's brick-and-mortar outpost will be limited to store credit only; no refunds.
Some may think that it's churlish to ask for an outright refund on a gift; but if the customer is king, there's no sin in taking the cash to another retailer if the original seller has nothing to offer.
The other "gotcha" afflicting both e-commerce and brick-and-mortar businesses alike is a restocking fee. These fees can vary from 10 to 15 percent of the value of any item. Merchants can levy these fees at any time, provided the goods are free of defects. It doesn't matter if you just didn't like the item. However, if a merchant tries to charge a restocking fee on an item you believe to be defective, "I tell people to stick to their guns and refuse to accept the fees," says Ed Foster, publisher of the GripeLog, a consumer advocate Web site.
Be Prepared
For the giver, the rule of thumb is to check the merchant's returns-and-exchanges policy ahead of time, says Stacey Widlitz, retail analyst at Fulcrum Global Partners in New York.
Although there is no legal requirement to do so, "Web sites should outline their returns policy online," Widlitz says.
Merchants typically expect any returned item to be in its original packaging, accompanied by some proof of receipt. If the item is a gift, a packing slip is needed to initiate a return. Also, numerous packaged items such as software and DVDs may not be returnable, especially if opened. Many merchants' Web sites note such restrictions.
Also, keep in mind that the clock for returns begins ticking, technically, when someone signs for the item or the delivery service drops it off at its destination. If you receive a package on December 15 and the merchant has a 14-day return policy, start any action right away.
Here's one logo to seek on a Web site: the Better Business Bureau. The organization's site shows the online code of business practices observed by its members. A merchant can use the BBB logo only if the site clearly states its refund and return policy, as well as any time limits or return fees, according to BBB spokesperson Holly Cherico.
E-Merchant Roundup
Here's a quick guide to the return policies of some online merchants. All merchants listed accept returns and exchanges by mail, unless otherwise noted. However, you should check whether the return policy varies for items purchased from the merchant's "outlet" or its overstock department.
Amazon.com provides a full refund of any item within 30 days, but like most merchants, it does not accept CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened.
Buying an Apple IPod online? Apple will refund your money within ten days of receipt, but "a 10 percent open box fee will be assessed on any opened hardware or accessory," according to Apple's site.
Perhaps you've set your eye on the latest AT&T Wireless cell phone. The cellular carrier offers a "30-day, risk-free trial." But if you buy a phone online from AT&T Wireless and then decide you want to return it, you'll need to ship it back to a central location for a refund. If you carry it into an AT&T Wireless retail store, you'll only be able to exchange it--no refunds in person.
Likewise, if you buy a book at Barnes & Noble online, you can get a full refund by dealing directly with the Web site, but if you take the item to a Barnes & Noble store, only store credit is available.
Best Buy, however, is one of many sites that allows full refunds at its brick-and-mortar stores, letting you avoid shipping charges by returning online orders to any Best Buy store. The company advises that if you plan to ship back an item you bought online, you should call first--which is always a good idea when you're going to return something of high value.
Costco offers "a full refund, subject to certain product-specific limitations" on any item bought at Costco.com. You can return items to any Costco to save time and money.
Eddie Bauer is another merchant that permits online purchase and in-store refunds, although its site notes that "adjustments to credit cards will be made within two billing cycles." Also, Eddie Bauer is one merchant that sells certain items online that aren't available in its store, so if you simply need to swap a defective item for an identical replacement, you may be doing it entirely through the mail.
New Options
As companies merge, you'll be able to return in person some items you couldn't before. For example, consider Lands' End, recently acquired by Sears. Quoting the Lands' End Web site: "We're looking forward to accepting Internet and catalog returns at Sears stores, and are currently testing this service in selected cities."
In the future, expect Web sites to get more and more savvy about pre-arranging returns. For example, Target.com plays traffic cop right from the start of your online return experience. Did you order it or receive it as a gift? Target gathers that information right up front, online. Some items can be returned to a store with a printable receipt, and most items must be returned within 90 days.
Wal-Mart permits in-store returns of items purchased through its Web site, but return periods vary by product. You get 15 days to return computer hardware and components, 45 days for software, and 90 days for electronics items. And if you're returning a gift, Wal-Mart can credit the amount to your credit card.
If you aren't satisfied with a merchant's customer service, consider contacting the BBB, your local state consumer protection agency, or the watchdogs at the Federal Trade Commission. The spirit of giving includes giving your opinion, when it can help the next customer.
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