Consumer Traps and Tips #3—Merchandise Returns/Refunds

For immediate release: December 15, 2008
Contact: Dennis Moore PBC Consumer Affairs Division, (561) 712-6600

Trap
Cha-ching!  It is the time of year for great Black Friday deals!  Amy from Delray Beach bought an iPod, Xbox and finally that big, beautiful flat screen TV!  But two weeks later she realized all that spending was just too much.  Then she learned about re-stocking fees and “store credits only.”  Though she had receipts, the refunds were not what she expected. At one store she discovered that “all sales were final.”  Sadly Amy learned that gone are the days when you can walk in a store, return the items and get your money back.

Tips
It’s the law: Retailers that DO NOT offer refunds or exchanges MUST post a sign saying so.  If no such sign is posted, then the store must provide its policy in writing when asked.  The law also requires stores with no refund or exchange policy to provide refunds within seven days of the date of purchase when you have the original receipt, assuming the items were not used and are in the original packing.

• On pricey electronics, check the store refund or exchange policy before you buy. Retailers may have their policies on the receipt.  Keep it as your proof of purchase. Get a gift receipt to be included with the gift, just in case.
  
  
• Always look for the refund/return/exchange policies which are usually posted in the customer service area or at cash registers. Do not assume the regular return policy applies to sales or clearance items. Some merchants consider sale items to be final, so ask.
  
  
• Remember, during the holidays stores may hire seasonal workers who may not be familiar with all the store policies. Be patient and ask to speak with a manager. Be prepared with your original receipts.

No such policy information provided and you were refused a refund? Don’t give the Grinch an inch! Call PBC Consumer Affairs at 561-712-6600, or visit www.pbcgov.com/consumer to file a complaint.