‘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.

‘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, the 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 (more…)

The holiday shopping season is off and running despite a shaky economy. Smart shoppers may be able to snap up bargains before, after and on Black Friday, the day after Thanksgiving that traditionally is one of the biggest shopping days of the year.

However, the Better Business Bureau of Southern Arizona advises consumers to arm themselves with knowledge and a budget before hitting the stores. Setting limits on spending is especially important to avoid a deluge of post-holiday bills.
“The holidays are a special time of year, and the temptation to go overboard can be strong, especially with some retailers pushing deferred billing or zero-percent financing for gifts,” said Kim States, BBB President.

“Consumers need to make lists and stick to limits on spending so they don’t find themselves overwhelmed by debt next year.”

Shoppers should be wary of exaggerated claims of discounts whether shopping online, in a mall or at a free-standing store. Be sure to shop around to compare prices, matching descriptions or model numbers of items you want to buy.

When buying gifts, it’s important to obtain and keep receipts for all purchases in case the recipient needs to return an item. Many stores will provide gift receipts upon request, which allow returns but don’t show the recipient how much you paid for an item.

Be sure to check a store’s return and refund policy before you make a purchase. Although some stores relax their return policies during the holiday season, others may require that returns be made within a few days of purchase. Some only allow returns if a product is defective while others may give store credit instead of cash refunds.

While online shopping can be a way to avoid crowded stores, shoppers need to be careful of the sites they patronize. When shopping online, be sure to:

• Check the site’s security settings and read the company’s policy on sharing information with other sites. If the site is secure, its address should start with  https://. You also may see a picture of a small closed lock in the lower right hand corner of the screen.
• Know the company’s refund and return policies before ordering. Are there restocking fees? Do you have to pay shipping costs on returns?
• Do not rely on pictures of a product. Read the description and check model numbers, if applicable.
• Be cautious of free or very-low-price offers.  Often, free offers are followed by an open-ended enrollment in a program that automatically bills your credit card account. Before ordering anything online, make sure you click on and read all terms and conditions.
• Pay with a credit card whenever possible, so you can challenge the charge in the event of a dispute.
• Obtain a tracking number for shipments. If you need the product before the holidays, find out when the seller intends to ship it and if possible, how it will be shipped.

Toy safety also has become a concern for many parents. Make sure any toys you buy are appropriate for the age of the child. If possible, inspect toys carefully to look for sharp edges that may cut, moving parts that can pinch or small, removable pieces that can be a choking hazard. Toy chests should have air holes, and fabric products should be flame-resistant. Check for a UL (Underwriters Laboratories) seal on electric toys.

Research any company carefully before doing business with it.  Check out BBB Reliability Reports online at www.tucson.bbb.org or by calling (520)888-5353