‘Tis the season for giving, but what happens if the gift you have given or received needs to be returned or exchanged? Better Business Bureau of Southern Arizona wants to remind consumers to know their rights regarding returns, refunds and exchanges.

“Inevitably, following the holidays, BBB receives hundreds of complaints from consumers because they are unable to return a gift,” said Kim States, BBB President. “Unless the seller has a specific return and exchange policy or the merchandise is defective or misrepresented, all sales are final.”

When it comes to returning gifts this holiday season, BBB wants to remind you to know your rights.

Know the seller’s return policy – Be sure to find out about a store’s return policies. Keep in mind that returning or exchanging items is a privilege, not a right. Generally speaking, state and federal laws do not require that retailers provide returns or exchanges. A business is not obligated to accept items for refund, exchange, or credit except in cases where the item is defective or misrepresented. In some cases, defective products must be returned to the manufacturer rather than the retailer based upon the product’s warranty. So make an effort to understand the terms and conditions of warranties.

Do not assume the return policy applies to sales or clearance items – Some merchants consider sales items to be final. If you are the gift-recipient, do not assume you have the right to return or exchange an unwanted present. Like the shopper, you are bound by the merchant’s return policy.

The merchandise was defective. Now what? Regardless of a store’s policy, if the goods you have purchased were misrepresented or are defective, you have every reason to expect the store to provide a suitable substitute, refund or make proper repairs. The laws in all states require a store to make good in such cases. Keep in mind that health regulations may forbid returns of such items as hats, bathing suits or intimate apparel.

Check if there are restocking fees - If you custom order a product, many stores charge a restocking fee for the return of such a product. It is a good idea to keep the packaging an item was wrapped in just in case it is required for return by the store to the manufacturer. Or if you know you are going to return it, don’t open the package at all. Many retailers have restocking fees for high-priced merchandise such as electronics and furniture.

You want to return an item and get your money back - A customer’s money may be returned under a refund policy. Stores that offer refunds as a policy do so voluntarily and, in most cases, are not compelled by state or federal law to do so. These policies usually require that products be returned to a store within a specific period of time and in original purchase condition. In almost every case, a sales slip or some other evidence that the item was actually purchased at a particular store is also required. If a customer does not have evidence of purchase, he or she may not receive a refund or may not receive the full amount of the purchase price. In some stores, all sales are final.

Understand exchanges or credits – In a product exchange, an item may be returned and another item of equal value may be received in its place. This privilege is usually extended when the buyer has made a reasonable mistake; for example, in the size or color of the product purchased. In other instances, customers may receive a credit slip after returning an item. This store credit allows the consumer to purchase any other item at that store which has the same monetary value as the item he or she has returned.

What to do if the product has a separate written warranty – Some products have warranties that spell out the manufacturer’s liability if the product is defective. Reading a product’s warranty before returning an item to a store from which it was purchased is highly recommended. In some cases, warranties exempt stores from product liability and require consumers to mail the product to a manufacturer or other business in order to receive monetary refunds, credit, or product replacement.

If the purchase is made under a written contract, normal return privileges may be affected – Written contracts sometimes have special provisions for the return of goods. A contract usually provides its own conditions for return of the goods and cancellation of an agreement. Always read and understand a contract before you sign it; never sign a blank contract and always keep a copy of the contract.

Don’t delay – If a store has a return policy, there may be time limits for returns.

And Remember- Always keep receipts and original packaging!

For more consumers news and tips or to find a business you can trust, visit www.tucson.bbb.org.

Thieves have come to love the accessibility and convenience of gift cards just as much as harried shoppers.

Better Business Bureau of Southern Arizona is warning of a scam that stems from the wide array of gift cards many retailers – from super markets to convenience stores – display at their check out lines. For the experienced thief, these displays make for easy spoils.

Here’s how it works: A thief goes into a store, hunts down the gift card racks, and writes down numbers from the backs of the cards. They wait a few days and call the 800 number listed on the card to see if it has been activated. When they find one that is, the con artist heads over to the store’s website and starts shopping.

What’s a consumer to do?

• Ask the clerk for a card from behind the counter or buy it from the customer service desk.
• Don’t solely rely on getting your card from inaccessible stock as protection. Examine both sides of the card yourself; look for signs of tampering: make sure protective stickers aren’t pulled off or the card’s scratch off pin number isn’t exposed. If you suspect tampering, give it back to the clerk.
• Immediately after purchasing the card ask the cashier to scan it to ensure that it’s valid and holds the purchased value. This protects you against another variation of this scam in which the con swaps a valid card for his/her zero-balance card.
• Keep your receipt as proof of purchase for as long as you or your recipient has value stored on the card. Not all retailers will issue you a replacement, but some may. Be sure to ask about the replacement policy before you purchase the card.
• If you already have a gift card, call the number on the back and check the balance. If you find you’re a victim, report it to the retailer.
• Some stores give you the option of registering your gift card at their website. This allows you to check the card’s balance online and catch any misuse of the card before your balance has dwindled to nothing.

For more information contact the BBB of Southern Arizona at www.tucson.bbb.org, 520-888-5353 or 800-696-2828 outside the Tucson Metro area.

While most retailers love the holidays and the increased sales of the last quarter of each year, no one looks forward to the dreaded post-holiday gift returns. Better Business Bureau of Southern Arizona is advising businesses to make sure that their return policies are simple and solid before tackling customer gift returns this holiday season.

Most consumers are happy with return policies. According to the National Retail Federation’s, 2010 Holiday Returns Survey, nearly nine out of 10 Americans (88.4 percent) say they find stores’ return policies to be fair.

It’s important for retailers to keep their customers in mind when it comes to their return policy.

“While it’s important that your return policy doesn’t hurt your business, it’s critical that it doesn’t completely discourage and penalize the customer,” said Kim States, BBB President.

BBB recommends that businesses consider the following when creating, solidifying or simplifying their return policy:

Make sure the customer is aware of your policy. Display you policies at the checkout counter and on your website.

Provide gift receipts. Six out of ten shoppers say they include a gift receipt when giving a gift, so be sure to offer one at the time of purchase.

Encourage customers to return the merchandise unused, unworn or unwrapped. Everyone likes getting merchandise in its original package and by encouraging customers to return goods this way, you better your chances that the product can be resold.

Make online returns easy. Lay out the return rules clearly. Explain who pays for the return shipping, where the customer sends the return, and any forms or mailing labels you want them to use.

Stay calm and helpful. The holidays can be a stressful time for everyone and making returns is usually not high on the customer’s list of fun things to do. When working with a customer, always go into a return with a smile. If their experience is good, you may win over a new customer.

For more helpful tips, visit www.tucson.bbb.org.